The Strategic Bridge: UX Leadership, Technology, and Operational Excellence
Scaling innovation through visionary design, data-driven strategy, and high-performing teams.
Experience Overview
I am a UX leader, technologist, and operational strategist who lives at the intersection of visionary design and technical delivery. With over + years of experience building and leading collaborative teams at organizations like Wayfair, CVS Health, and Appfire, I specialize in transforming complex organizational challenges into innovative, scalable digital solutions.
What sets me apart is my ability to bridge the gap between technology/AI, design, and business. I don’t just envision the future of customer experience; I build the operational frameworks (ResearchOps, Enterprise Design Systems) and technical systems required to make that vision a reality.
Core Pillars of Expertise
UX Leadership
Visionary Design & Research
Leading cross-functional teams to deliver AI- integrated, customer-centric products.
Operational Savvy
Strategy & Scale
Building ResearchOps and Enterprise Design Systems that increase efficiency and align with PLG.
Hands-on Delivery
Technology & AI
Maintaining a technical pulse to ensure strategic visions are grounded in feasibility and delivered with precision.
Team Building
Culture & Mentorship
Fostering inclusive, high-performing environments through coaching and dedicated professional development.
Professional Journey / Highlights
Strategic Advisor & Consultant, UX Design, Research, & Innovation
Tom Scotto
January 2023 - Present
Greater Boston Area
Provide strategic direction for product design and research, helping companies build meaningful growth through AI-integrated UX solutions.
Coach design teams to embrace emerging AI tools, accelerating research, prototyping, and iterative mocking.
Develop design strategies that align market value with customer needs, laying foundations for scalable innovation.
Vice President, Customer Research & Information Design
Appfire
May 2022 – January 2023
Greater Boston Area
Built and led the core research team and ResearchOps function, optimizing information structure to communicate insights effectively across the enterprise.
Conducted major product and market value studies, directly influencing portfolio and acquisition strategies.
Defined foundational research frameworks and operating models that minimized costs while increasing alignment for Product-Led Growth (PLG).
Executive Director, UX Strategy, Research & Design
CVS Health
April 2020 – February 2022
Greater Boston Area
Led UX strategy and innovation for the enterprise design system and key departments (Aetna, Virtual Care, Medicare), managing + members.
United CVS and Aetna Health brands under a single architecture, leading the strategy for enterprise-wide design system adoption.
Optimized organizational structures and delivery processes to accelerate product and feature design across diverse health platforms.
Head of Enterprise Product Design & Research
Wayfair
November 2015 – February 2020
Greater Boston Area
Built and led a 60+ member team responsible for enterprise product design, research, and content strategy across + supplier and operational applications.
Accelerated the launch of + applications by implementing new team processes and a unified design system.
Optimized the Sales and Support platform, significantly increasing BB customer satisfaction and reducing management overhead.
Delivered a hands-on redesign of the end-to-end supply chain platform, reducing bottlenecks and increasing product availability.
Adjunct Professor - Digital Commerce & Analytics
Lasell University
September 2018 – December 2020
Auburndale, MA
Developed and taught a -level curriculum blending customer research, analytics, and strategy.
Served as a member of the Lasell University Advisory Board, empowering students to drive business decisions through design.
Prior Professional Leadership
Director of Product Design | Indoor Cycling Association, Eagle, CO | 07/2013 - 11/2015
Director of Product Design | Cycling Fusion, Pittsburgh, PA | 10/2010 - 5/2013
Director of Product Design | Stage5 Cycling Inc., Boston, MA | 11/2005 - 09/2010
Head of Service Product Design & Co-Founder | Product 180, LLC, Waltham, MA | 01/2006-12/2006
Indoor Cycling Master Instructor
Equinox, Boston Sports Clubs, USA Cycling, Cycling Fusion, Indoor Cycling Association, Wellbridge (13 years)
Education
Berklee College of Music
Bachelor of Arts, Commercial Arranging, Session and studio drummer. Band leader. Arranger composer.
Affiliations
Board of Advisors
Lasell University
Delphi Certified Innovation Professional
Delphi Institute
Level II Cycling Coach
USA Cycling