Hi! I'm Lennie :)
I’m a strategic leader at the intersection of UX, customer insight, and business innovation. With 10+ years of experience, I specialize in helping organizations make evidence-based decisions—bridging the gap between what customers need and what businesses prioritize.
At Staples, I’ve led enterprise-wide Jobs-to-Be-Done research, built and operationalized our Voice of the Customer (VoC) program, and repositioned UX as a strategic driver of product and business decisions. This included pairing VoC insights with business outcome metrics to highlight the real impact of customer pain points—an approach that helped gain cross-functional support and guide prioritization at scale. I thrive in environments where insights aren’t just collected—they’re applied to product strategy, delivery, and operational change.
My work has helped uncover hidden market segments, identify underserved needs, and influence everything from go-to-market strategy to supply chain decisions. I’m especially drawn to roles where I can use insights to shape the roadmap—not just validate it.
I’m passionate about turning customer understanding into strategic action—building strong, collaborative teams and aligning cross-functional partners around what delivers the most value for customers and the business.
A bit more about me.
I build high-trust UX teams by being tough on issues and kind to people. I practice transformational leadership by setting smart goals for my team, establishing the career ladder, and providing feedback in a radical candor style. My team consistently achieves an employee engagement score that is higher than both the org and the company average.
Having strong business acumen is the ultimate superpower for my team. UX designers, researchers, and writers are given data and insights into business decisions, including financial impact, to help them understand the profit-driven nature of the business. This ensures that everyone is aligned and fully supports the decisions made, showing empathy not only towards customers but also towards our internal team.
Grounding decisions in data and consumer insights is essential for business success. However, working with human needs can be complicated. It’s important to identify target segments, establish operational processes to capture insights, filter out data that drives decisions, and ensure that internal teams adopt and act on these insights. Through a Voice of the Customer (VOC) revival program I led, we have doubled the response rate for post-purchase surveys and improved our Net Promoter Score (NPS) by 10 points and Customer Satisfaction (CSAT) by 7 points in our target segment.