As a strategic visionary and systems thinker, I thrive on bringing structure to ambiguous, highly complex spaces. My work as a "Knowledge Architect" involves translating abstract concepts—like unifying disparate roles and permissions across massive enterprise product lines—into clear, actionable requirements. I actively anticipate future trends and map out comprehensive, future-proof product strategies, ensuring that technical capabilities perfectly align with the long-term vision of the customer experience.
I am a fiercely dedicated team builder who leads with a contagious "can-do" enthusiasm. By leveraging my strengths in identifying individual talents, I proactively recognize the unique skills of my team members and align them with workstreams where they can truly excel. Whether it is establishing robust, transparent operational processes or coaching team members to step into new growth roles, I focus on cultivating an inclusive environment where everyone feels empowered and equipped to succeed.
Cross-functional collaboration and diplomatic alignment are at the core of how I drive momentum on massive organizational initiatives. With a highly personal communication style, I excel at smoothing over conflicts, building deep trust with specialized partners, and serving as the "glue" that holds cross-functional groups together. I consistently break down silos to integrate feedback from diverse stakeholders and present a unified point of view, ensuring that disparate product teams remain in lockstep toward a shared goal.
I am an unwavering advocate for customer-centric innovation. I systematically integrate customer insights into the design process from the beginning, using frameworks and user research to genuinely understand user needs. By understanding both the technical and user needs, I craft products and services that are tailored to our customers.
Thanks to @Erin Reeg for remaining unobstructed, unflappable, and unstoppable in the face of complexity.
Shout out to @Erin Reeg for constantly organizing the IA team together, providing wonderful weekly recaps, and coordinating with all our stakeholders for first successful workshop. Great leadership!
@Erin Reeg - amazing work on organizing Confluence and creating a view we can use to organize ourselves around the work
@Erin Reeg thank you so much for making a best effort to incorporate work-in-progress methodology into your work. Not easy — I know!
Great work @Erin Reeg on creating sketches on account linking (Home + Family) for our TPD partners. It really helped move the conversation forward!
Problem solver, product strategist, and knowledge architect with over 14 years of experience leading UX and UI design initiatives. Specializes in creating logical frameworks that bridge user intent and technical system capabilities. Combines strategic systems thinking with an empathetic, highly personal communication style to drive cross-functional alignment and build tailored solutions that empower teams and customers.
To contact please email: erin.reeg@gmail.com. Erin is located in NJ and available for hybrid positions in NY and NJ.
LEAD EXPERIENCE DESIGNER, VERIZON | JAN 2025 — Present
Lead two cross-functional teams (4 direct reports) driving enterprise-wide service transformation across Verizon's Customer Experience Group.
Spearheaded Verizon’s shift from account-focused to human-centric identity architecture, designing customer-first data model adopted across 5 core product teams; created strategy decks and service artifacts including maps and blueprints using Figma and FigJam to connect front and back-end systems
Revived stalled architecture workstreams by facilitating alignment workshops with senior cross-functional leaders, unlocking product delivery across 2 major applications
Co-created end-to-end customer journey for Simplicity Plan launch, surfacing key pain points to senior and executive leadership prior to market introduction
Designed internal tools breaking down organizational silos: interactive Systems Graph mapping data attributes across applications, omnichannel blueprinting prototype (VS Code + Claude), and AI-powered Identity Gem through Gemini adopted by 5 product teams
Established formal journey management framework transitioning the organization from one-off mapping exercises to systematic journey tracking using Customer Effort Score (CES) KPIs
LEAD PRODUCT STRATEGIST, ENDAVA | MAR 2019 — JAN 2025
Led discovery, service strategy, and experience design for complex, cross-functional client initiatives across multiple industries.
Delta Airlines Free Wi-Fi Initiative: Created service blueprints mapping front-end and back-end systems; established research process and led cross-functional co-creation workshops shifting team to agile, design-driven product development
Delta Airlines Seatback Redesign: Designed prototypes for personalized seatback experience; conducted in-person user testing; evolved product insights process integrating UX research with quantitative metrics for continuous service improvement
Ryder B2B Management Portal: Led comprehensive discovery (customer interviews, employee shadowing, onboarding observation); identified archaic onboarding as critical pain point; designed end-to-end service transformation reducing friction across the customer journey
Bain & Co Knowledge Management Portal (GXC Plus): Designed information architecture and navigation strategy for enterprise system serving 1500+ users (1.2M annual hits); restructured complex search and people finder services for modern, user-friendly experience aligned with enterprise brand standards
Regional Bank Payments Application: Designed digital wallet service including both consumer experience and institutional operations; conducted market research and user testing to validate service model; created dispensary-branded service system leveraging established customer trust relationships
PRODUCT DESIGNER, AQUENT LLC CONTRACTOR FOR VERIZON | SEPT 2016 — FEB 2019
Designed end-to-end service experiences for enterprise hardware and software systems.
Verizon Digital Signage: Designed content management service and support ecosystem; mapped customer journey from setup through campaign launch; created information architecture for multi-tiered support system (novice to expert users); iterated based on user testing
Verizon 5G Home Installation: Created service blueprints for multi-party installation workflows (customer, installer, backend systems); designed mobile experience guiding installers through step-by-step processes with real-time system communication
Verizon Cloud Redesign: Analyzed existing service model; prototyped new experiences; designed responsive interface supporting multiple user scenarios and content types
USER EXPERIENCE DESIGNER, PLASTIC-CRAFT | JUL 2016 — SEPT 2016
Optimized e-commerce flows and product requirements, increased sales by 13%, and improved user satisfaction scores.
Created wireframes, style guides, and visual designs for Plastic-Craft.com and PlasticCuttingBoards.com.
USER EXPERIENCE DESIGNER, EFFECTIVEUI | APR 2014 — JUN 2016
Designed user experiences for Fortune 500 financial services clients.
American Express Plenti Loyalty Program: Designed responsive service experience spanning web and mobile platforms; created consistent experience across multiple user touchpoints and merchant partnerships
AMEX FXIP & TIAA-CREF: Created comprehensive design documentation and service specifications
Service Design & Strategy: Service Blueprinting, Customer Journey Mapping, Systems Thinking, Design Thinking, Experience Design, Design Strategy, Co-Creation, Human-Centered Design (HCD), Sigma, FigjamProduct & Delivery: Agile Methodologies, Product Leadership, Stakeholder Management, Cross-Functional Collaboration, Digital Transformation, Business Discovery, Requirements & User Stories,Tools & Platforms: Adobe XD, Airtable, Asana, Power BI, Claude, Claude Design, Gemini, ChatGPT, VS Code, Notebook LMMASTER OF DESIGN INNOVATION (MDes), Glasgow School of Art, 2013
BFA GRAPHIC DESIGN, The College of Saint Rose, 2012