Systems thinking, held together by customer empathy.

I'm Sharon — a journey mapping and service design leader with more than fifteen years driving enterprise-scale customer and digital experience transformation across telecommunications and retail.

My work sits where product, technology, operations, and business meet. I develop and optimize end-to-end journeys, facilitate the cross-functional sessions that surface real disagreement, synthesize customer research into something a roadmap can act on, and stay with the work through delivery.

I trained as a graphic designer, and that hasn't left me. I care about how an argument looks on the page as much as what it says — because the artifact is usually what does the convincing after I leave the room.

Outside the work: music, theatre, and visual art. A garden I'm still learning. A dog named Matisse. I dream in color.