OUTCOMES

+ Led cross-functional teams through multi-year digital transformations serving 300,000 B2B customers and 10M+ consumers.

+ Led customer experience and digital product for private company with $2T+ in assets under management.

+ Delivered revenue growth and scalability for large corporations, privately funded SMBs, and startups.

+ Led digital strategy and implementation through improved NPS +8 points to become #1 web and mobile site in asset management industry (up from the #6 position).

+ Advanced the leading edge of design and product strategy via creation of CX Centers of Excellence and the authoring of Roadmapping Guides for Product Managers.

+ Led and linked co-located international teams from all points along the customer experience chain to build shared understanding and launch powerful experiences that attract and retain audiences paving the way for growth.

VERTICALS

+ Finance, Healthcare, Entertainment, Travel, Maritime, Recreation, Retail, Real Estate, Non-Profit, +++

SKILLS

GREGG GOLDSTONECustomer Experience and Product Leadership

EXPERTISE

+ Passionate about everything CX and achieving business objectives via data driven design.

+ Strategic, entrepreneurial, innovative, collaborative, self-motivated, and highly detail oriented.

+ Good natured, skilled communicator providing steadfast guidance amid fast-paced matrixed priorities with the goal of win-win outcomes.

+ Collaborative Creative Director with hands-on experience designing industry leading creative across numerous verticals.

+ Trusted SME with solid history of building relationships with clients and colleagues.

+ Driven to build powerful stories that connect emotionally to targeted audiences via all types of digital media production.

+ Expert in maritime travel agency ops, travel brand marcom, onboard vessel planning and operations for international ocean cruising.

818-421-7306

uxteamlead@gmail.com

greggsgoldstone.com

linkedin.com/in/gregggoldstone/

Accomplished, strategic, goal-driven leader with 15+ years leading user experience, digital content, and entertainment - delivering strategies, stories, products, and journeys that achieve business objectives and powerfully engage across media.

+ Strategic, Tactical, and Inclusive Leadership+ Customer Experience Strategy+ Digital Marketing and Brand+ Complex Project / Portfolio / Client Mngmt.+ Complex Roadmapping and Digital Delivery+ Product Management and Life Cycles+ User Experience Design and Improvement+ People Leadership and Team Building

+ Customer Journeys and Storytelling+ Digital / Film / Video / Photo Production + Customer Identity and Personalization+ Data Driven Design via Metrics, VoC, and ROI+ Organizational Change and Accountability+ Agile, Lean UX, Design Thinking, CMMI

+ Education: New York University, Tisch UGF/TV+ Member: Directors Guild of America

EXPERIENCE

Director Customer Experience / Product Strategy Various | 2019 - Present• Achieving client business objectives leading strategy, discovery, design, and go to market intersecting CX,

ecommerce, product, marketing, and brand to deliver impactful experiences that are memorable, inclusive, and engage with a clear call to action.

• Built cross-functional toolkit for CX Center of Excellence promoting understanding and illustrating opportunities to improve customer experience. Included frameworks for SDLC adaptations, user testing variations, Voice of the Customer (VoC) and digital analytics, CX metrics, digital operating models, Design Thinking, Lean UX, Agile, and creative design ensuring all functions across the end-to-end experience participate in the Business / CX journey.

• Delivered complex roadmapping, competitive/comparative analysis, project plans, and held the role of Product Owner for multiple domestic and international maritime travel sector efforts. Including managing digital delivery of launches, global brand, web customer experience and content, e-commerce platform, marketing communications, guest acquisition research, and internal voyage planning and onboard resource management planning.

• Extensive experience in maritime travel agency operations, travel marketing and fulfillment, vessel operations and onboard planning / resource management for international ocean cruising.

Senior Web Lead / Digital Product Manager Capital Group | 2014 - 2019• Led digital strategy and tactical execution for transformation of enterprise scale web experiences for 10+ million users

across 36+ entry points into an international digital eco-system. • Drove design, strategy, road mapping, product implementation, team management, VOC, and strategic relationships. • Facilitated transformation of digital operating models and role definitions. • Managed client relationships, supervised and coached across UX, dev, product and business from concept to launch.• Led cross-functional initiatives to support continuous improvement, team building, skills building, brain science, and

business/digital operating model development. Facilitated ongoing interactive group sessions to build understanding, support and engagement for the vision of the total customer.

• Led strategy and implementation for DXP initiatives including efforts with Adobe, Idio/Optimizely, and Salesforce.• Led digital strategy and implementation through improved NPS +8 pts to became the #1 web and mobile site in asset

management industry (up from # 6 position).• Defined strategic business planning objectives and aligned CX strategy based on understanding of internal and

external environments. Led ongoing cross-functional product, design and dev teams, facilitating group discussions and stakeholder clarity driving organizational consensus and operational efficiencies.

User Experience Lead Capital Group | 2012 - 2014• Led end-to-end user experience / visual / IA / content strategy design, audience research, and implementation through

multi-year digital transformation of enterprise scale web and mobile properties, operating models, and branding. • Executed creative direction for improving UX strategic initiatives including high volume transactional systems, account

management, ADA standards, and customer service.

GREGG GOLDSTONECustomer Experience and Product Leadership

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User Experience Lead (Cont.) • Led multiple and concurrent creative initiatives co-creating with 300+ members of co-located cross-functional teams

of creative, product, IT, PMO, marcom, analytics, business stakeholders, third party vendors, creative and IT agencies, and more.

• Identified and drove adoption and training of modern design processes, creative best practices and process flows. Developed new processes and authored or co-authored new tools for cross-functional teams to continue to improve. Led, facilitated, supervised, and coached cross-functional teams in process implementation.

• Mapped customer journeys to uncover and improve moments of truth. Mapped business strategies, technical capabilities, and product roadmaps to track against customer journeys in order to define opportunities for improved organizational capabilities and systems.

• Led VoC, customer insights and understanding via qualitative customer research studies including, among others: individual interviews, surveys, focus groups, aspirational goals, UI testing, and more. Led quantitative customer research including online surveys, demographics, Google Analytics, VoC feedback, and more. Derived research findings and recommendations. Led design thinking methodology to address insights and gaps.

Senior UX Designer and IA / Manager UI Development Equator | 2011 - 2012• Led web and mobile teams, oversaw development for desktop and mobile implementation of large-scale financial

services SaaS applications used by real estate professionals, major banking institutions, and government entities. • Executed hands-on product and interaction design, visual design, user interface design, IA, prototyping and led

implementation of Responsive Web Design via HTML5, JQuery, CSS, JQuery Mobile, and PhoneGap for cross platform / multi form factor enabled SaaS web applications and mobile websites.

• Led Apple iOS native app design, IA and development for iPhone and iPad. • Executed hands-on creative design, product / corporate branding, high fidelity comps and IA of user interfaces,

interaction designs, wireframes, storyboards, and prototypes. • Led UX/UI design, IA and visual design of company’s largest new product initiatives across multiple form factors.• Interpreted creative intent from first concept meetings to final delivery and clearly communicated ideas with

stakeholders, users, and creative / technical staff.

Creative Director / User Experience Lead Nexco, Inc. | 2005 - 2011• Built and led co-located international web and mobile teams through rapid business expansion. • Executive produced and led creative direction for end-to-end customer experience and creative design of client

products and web application projects across numerous business verticals, including: Public Sector, Financial Services, Healthcare, Real Estate, E-commerce, SaaS Web Apps, and Mobile Apps.

• Built international UX / IT team in fast-paced agency environment, provided thought leadership and hands-on operational support in all phases of research, style guide development, creative visual design, interaction design, coding, launch, and production updates.

• Created automated sales proposal system and developed and managed complex pricing models. • Created hands-on visual and interaction design high fidelity comps. • Hands-on design and development of UX, wireframes, prototypes, use cases, content management systems, wireless

applications, HIPAA compliant EHR systems, CRM solutions, PCI compliant E-commerce solutions, online media delivery for video, music and Flash apps.

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