Senior Content Designer

I served as the first embedded content designer on ServiceNow’s commercial ITSM initiative – a multi-BU effort targeting organizations of 1,000–5,000 employees underserved by enterprise-grade tooling.
We designed AI-native guidance, smart defaults, and onboarding content for Now Assist-powered agentic workflows, reducing cognitive load and accelerating time-to-value, targeting admin personas with limited ITIL familiarity.
Led UX writing across ITSM Standard, ITSM Pro, Core Business Suite, and newly launched Product Hub – establishing scalable content patterns, terminology frameworks, and AI writing tools adopted across business units.
Contributed to the ServiceNow experience quality framework: voice and tone guidelines, component-level writing standards, and heuristics for AI-generated content in a fast-moving agentic design process.

Principal Content Designer

Despite my official title, the teams I worked with viewed my contributions as content strategy – helping to advocate for a macro view of the design process, defining governance, checking for the appropriate use of voice and tone, and determining how to scale it. UX writing was naturally a part of it, but developing and applying the practice of content strategy was the focus.

Content Designer

My first contract with Intuit provided me the opportunity to join a dynamic team developing a new product feature set for QuickBooks Online. It was exciting, and I’m very proud of the work and the time spent on developing products.
My more recent contract was an opportunity to apply design systems thinking to their HR portal, which was undergoing a migration to a single new platform.

Content Strategist

When I began finding opportunities with companies seeking a content strategist, the descriptions always resonated with me on so many levels.
Content strategy work aligns with many of my professional experiences, from creative direction and audience psychographics to driving toward positive outcomes.
It always begins with understanding the audience’s journey and top priorities, and defining the problem with as much data as possible, so we can confidently work toward adding delight to their experience.

Side build