Context

Customer service agents relied on multiple disconnected legacy tools, creating high cognitive load, inefficiency, and burnout. While technical improvements had been attempted previously, adoption lagged due to fragmented workflows and a lack of clear internal communication.

To succeed, the initiative needed more than functional consolidation—it required clear executive alignment, a human-centered experience, and a compelling internal narrative to support change across business units.

Role & Approach

• Led brand storytelling, visual design, and internal communications and partnered with an external UX vendor
• Focused on user research, stakeholder alignment, and evolving the UX framework into a cohesive, enterprise-ready experience that could scale across business units
• Ensured clarity and adoption, translating complex systems, data, and workflows into visuals and narratives that leaders and frontline teams could quickly understand and trust

Key Contributions

• Designed executive-facing presentations translating complex Business Intelligence (BI) and Customer Experience (CX) data into clear narratives that supported leadership understanding and buy-in
• Partnered with business analysts and stakeholders to synthesize insights into visual frameworks for cross-functional alignment
• Conducted agent shadowing and participated in focus groups to uncover workflow pain points and inform UX and UI decisions
• Collaborated with a UX vendor, evolving the delivered framework into a cohesive UI and visual system that scaled across business units
• Led internal rollout communications, including instructional videos and launch materials, to support adoption and change management

Outcome

Nexus delivered a unified workspace that reduced operational friction and improved clarity for thousands of agents. The platform supported lower average handle times, improved adoption, and established a scalable design and communication framework for future internal initiatives.