About me

As the first Customer Experience Officer (CXO) for the United States Department of Defense (DoD), I led the Customer Experience Officer Portfolio Management Office (PfMO), pioneering efforts to integrate customer experience (CX) principles into IT initiatives across the nation’s largest employer. In this role, I drove efforts to enhance the experience of service members, civilians, and stakeholders by ensuring that technology solutions were functional, sustainable, scalable, secure and mission-ready. I served as the principal advisor to the DoD Chief Information Officer (CIO), Principal Deputy CIO, and other senior leaders, shaping strategies that improved digital services and modernized customer interactions across the defense enterprise. My leadership in this space earned me the 2024 DefenseScoop Industry Leadership Award, recognizing my contributions to advancing innovation within the defense sector.

Before my appointment as CXO, I worked as General Manager at Rebellion Defense, where I specialized in the development of mission-critical software for defense and security applications. Earlier in my career, I served as a Digital Service Expert at the Defense Digital Service, where I led rapid-response initiatives such as the Basic Optical Biometric Analysis (BOBA) program and Project Rabbit, both of which played vital roles in defense and security operations.

Beyond the public sector, my career spanned technology, real estate, and consumer industries, where I built, scaled, and optimized innovative products. As the first employee at Redfin (NSDQ: RDFN), I helped shape modern real estate search, co-authoring a patented (US9436945B2) interactive map-based search and advertising technology. I also contributed to medical software development at Kareo, led consumer design at Amazon, and held executive roles at Conenza and BlogTalkRadio during their formative stages. My diverse experience across public service, private sector innovation, and entrepreneurship enabled me to drive customer-centric transformations, ensuring that technology served people effectively across industries.