About Me

I’m currently a senior CX/UX researcher at United Airlines, where I study how customers navigate complex journeys across digital, physical, and operational touchpoints.

My work often sits at the intersection of customer behavior, product strategy, service design, and business decision-making. I help teams understand not only what customers need, but how they make decisions, where trust breaks down, and what needs to change across the broader experience.

I earned my PhD from the University of Chicago, specializing in moral psychology, ethics, and value theory. That background still shapes how I work: I’m comfortable with ambiguity, complex tradeoffs, and questions where the answer is not obvious.

What I Bring

Qualitative and Quantitative Depth

Fluent in both qualitative and quantitative methods. I use interviews, field research, and diary studies to understand behavior in context, and survey and behavioral data to test and validate it at scale.

An Analytics-Driven Approach

I work closely with data analysts and employ advanced analytics to identify patterns, size problems, compare segments, and tie customer behavior to product, service, and business outcomes.

A Focus on Trust, Decision-Making, and AI-Enabled Experiences

Much of my work examines how people interpret information, weigh fairness, and respond to uncertainty — and, increasingly, how AI reshapes those decisions. As customers form intent through AI before reaching any owned channel, this has become one of the most important questions I study.

Research that Shapes Strategy

My research has directly influenced C-suite priorities. I translate findings into clear direction — what to build, change, or prioritize — and have helped establish new research domains at United.