I was a founding member of the team in a state-of-the-art rock climbing gym.

With the goal in mind to innovate how the rock climbing fitness experience is delivered and align work with a passion for sport, I relocated from the east coast to help launch a game-changing indoor bouldering facility called OSO. The aim was simple: create an ecosystem and harness information from our users to create a product offering that enthralled, delighted, and kept you coming back for more.


We launched in mid 2020, (read: mid-pandemic) to surprising fanfare. Since then, our membership numbers swelled rapidly month over month as users have found a haven in hard times.

My daily mission: Create transformative and inspirational experiences within a safe, nurturing community. As the customer advocate in chief I understood the needs of the users. I installed a culture of research and feedback, customer centricity, and intentionality in creating new and exciting experiences which benefited all.


MY ROLE:
Director of Experience and "Chief Customer Advocate”

This opportunity was a perfect crossroads of my past roles in leadership, experience management, strategy, customer and employee interface, UX research and design, brand management, space design, in the exciting environment of a start-up.

It was a start-up, i.e., if I described it as three or four full-time jobs you'd get an idea of what I did. I wore many hats.

In short, I created and sustained innovation, and built a culture. I added some magic, turning what was just four walls to a place that changed lives and offered people support and safety to better themselves, or just have little fun.

I was truly excited about helping guests achieve their goals. By refining every facet of the experience, we really changed lives.

As the Director of User Experience I worked to refine product offerings and create a best-in-class experience through conducting research to diagnose problems or unmet needs. I worked across departments to co-create the optimal user-centered solution, leading or advising on implementation, as well as performing quality assurance to sustain product integrity.


This involves a level of insight and detail only achievable through an in-depth understanding of client goals, needs, and barriers. Also required is a high-level and strategic perspective to see how the many parts of an organization can work together to become an even stronger whole - plus the ability to coordinate and lead work across the many business units to create a cohesive experience for guests.

I was able to combine, culminate, apply my past gigs and knowledge into a passion project. It was amazing. I learned so much.


EXAMPLES OF WHAT I LEARNED​:
- I learned how to start and start a company - from real estate deals, to building code, to all the little details it takes to make a really great experience.
- How to lead with understanding and empathy - customers, team, partners.
- Patience with the process - Nothing was quick.
- Adjusting to external variables - we opened mid-Covid.
- Growth comes from where you least expect it - I got to know people I would never have before and they taught me a lot about life.
- How I want to balance work and life - a start-up is an all encompassing endeavor, rewarding as hell but also a sacrifice.
- Ask “Why?” - To understand drivers and dynamics of behavior and beliefs.
- How to look for opportunities to innovate and be creative - everywhere, all the time.

See more of my work

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