UX and Conversational
Content strategist
I lead content initiatives for digital product experiences (both on live web, brick and mortar store, and customer representative channels), developing scalable frameworks for voice, tone, and user interaction across customer journeys helping shape end to end experiences,
TW x WU activation efforts
- launching a marketing initiative collaborations between Western Union and Total Wirless and using content strategy to review launches of benefits that will be included in plans
Trust and Safety
Establish trust & safety content principles, reviewing AI-assisted outputs for bias, tone, and compliance across product surfaces
Content guidelines
Define content standards, accessibility guidelines, and reusable design system patterns, including best practices for responsible AI-assisted content creation
Leveraging AI for speed and analysis
Introduced structured QA and content evaluation processes, including frameworks for auditing and improving AI-generated content quality and consistency using GEM, Notebook LLM, or Notion
Support channels across internal agents and customers, brick and mortar, and websites
I have contributed to a range of content initiatives across Verizon’s brand ecosystem, many of which are currently integrated into live digital experiences. My work spans conversational design and UX writing for both customer- and agent-facing platforms, as well as the development of AI-assisted workflows. I have also assisted in the testing of new products and aided in helping new agent platforms from the ground up to bring a better experience to the customers. Western Union benefit x Total Wiresless
Let’s Work Together
Get in touch so we can start working together.
