Content & Information Architecture Lead with 8+ years designing AI-native operations, knowledge systems, and content workflows across enterprise, SaaS, fintech, and digital products. I help organizations build institutional memory that scales — turning messy, fragmented knowledge into governed, findable, AI-ready infrastructure.
"I design clarity at scale."
I specialize in ambiguous environments where content challenges reveal deeper structural issues — aligning teams, simplifying decision-making, and building systems that scale across languages, platforms, and organizations.
Available for global remote engagements — enterprise transformation, product content strategy, AI governance, and knowledge systems.
Designing taxonomy, metadata, and navigation systems that scale across complex ecosystems.
Building prompt libraries, evaluation frameworks, and AI workflows that improve quality and consistency.
Creating scalable standards that enable consistency without bottlenecks — across teams and time zones.
Translating complex systems into clear frameworks that help leadership and teams make better decisions.
A large enterprise organization needed to build institutional memory at scale — a governed, searchable, AI-ready knowledge layer across a complex digital workplace migration affecting tens of thousands of employees. The challenge wasn't the technology rollout. It was making sure the knowledge infrastructure behind it actually worked: findable, modular, consistently governed, and usable by both humans and AI systems.
Existing knowledge content ranged from 400 to 12,000 words per article — inconsistent, hard to navigate, and expensive to maintain. Support demand was high, content ownership was fragmented, and there were no shared standards to govern AI-assisted content production at scale.
UX Content Lead, AI & Product. Led end-to-end content strategy and adoption communications. Partnered with leadership, IT, and operational teams to align communication, governance, and employee experience strategy across the transformation program.
Defined an operational Definition of Done for knowledge content — transforming 400–12,000-word articles into modular, AI-ready units. Designed taxonomy, metadata, and IA standards to enable automation and content reuse at scale. Analyzed 50K+ monthly search queries using AI-assisted clustering and intent modeling to surface gaps and fix findability. Built AI-native capture routines: prompt libraries, output evaluation frameworks, and review guardrails that caught wrong-voiced or thin content before it reached users.
Enterprise transformation reveals that content is infrastructure. When structure, governance, and AI workflows align, organizations stop producing confusion at scale — and start delivering clarity instead.
An early-stage AI platform guiding users through complex storytelling processes needed someone to own the client relationship and keep product operations running. Requests arrived messy and underspecified; AI-assisted delivery had to stay consistent and reliable as the product evolved.
There was no structured operational layer between clients and the product. Requests came in vague, delivery was inconsistent, and AI-assisted outputs drifted in quality. Without clear diagnosis, capture routines, and review cadences, problems repeated and operational errors compounded.
Key Account Manager & Product Operations. Served as first point of contact for client needs — taking in requests, diagnosing what was actually needed, and translating that into operational fixes. Kept AI-assisted delivery running: monitored output quality, fed corrections back into workflows, and documented procedures so the team could operate consistently. Coordinated cross-functional work across product and editorial.
Established a diagnosis-first intake: clarified underspecified requests before acting. Built capture routines and review cadences to keep AI-assisted output consistent. Created correction workflows that fed fixes back into the system. Documented operating procedures so quality didn't depend on any one person.
This role proved that AI operations is mostly about diagnosis and follow-through. The model was fine. What clients needed was someone to translate messy requests into clear outcomes and keep the system running reliably.
An organization's institutional memory layer — its knowledge base — had grown into a fragile, high-dependency system. Hidden relationships between articles meant one change could silently break multiple downstream resources. Fixes were reactive, underprioritized, and repeated. Nobody owned the drift.
Mapped dependency chains across the knowledge base. Introduced risk-based remediation prioritization. Reframed content as operational infrastructure with lifecycle ownership responsibilities.
A major payments platform operating across multiple international markets needed a unified content system spanning its Knowledge Management System, Help Center, onboarding flows, chatbot, and Design System — all in a multi-lingual, multi-regulatory environment.
Content was siloed across products and markets. The preauthorization flow caused payment disputes and abandonment. Chatbot resolution times were high. Voice and tone were inconsistently applied across the platform.
UX Content Specialist for 3 years across the full product ecosystem. Designed KMS and Help Center IA (taxonomy, navigation, content models). Structured onboarding IA and KYC flows. Created conversational IA and chatbot flows. Integrated voice and tone into the Design System. Led plain language and behavioral economics workshops across cross-functional teams.
Built a tone-shift model by flow moment (preauthorization, incidentals, checkout). Structured each screen around the user's actual mental model. Designed chatbot flows to reduce resolution time. Embedded voice and tone as a Design System component — not a one-off guideline.
Three years across a multi-market payments ecosystem proved that content systems — not individual copy — are what create trustworthy product experiences at scale.
Multiple internal platforms served overlapping audiences but evolved independently, resulting in inconsistent navigation structures and duplicated pathways. Users struggled to locate information while teams lacked shared ownership over navigation decisions.
Navigation issues were treated as localized UX problems, leading to repeated redesign efforts without systemic improvement. Deeper analysis revealed competing mental models and unclear structural ownership across teams.
Led the content and structural audit, partnering with UX, product, and engineering stakeholders to reframe the problem and establish shared decision criteria. Influence over outcome, not just execution.
Developed an ecosystem mapping framework. Identified structural patterns and redundancies. Introduced decision principles for navigation design. Created scalable evaluation criteria for future changes.
Content challenges often originate from structural misalignment. Addressing governance and shared models created longer-term impact than isolated interface fixes.
Leadership teams needed a clearer way to understand portfolio initiatives, but updates were fragmented across documents and presentations, focusing on activities rather than outcomes.
Redesigned how initiatives were structured and communicated, translating complex work into a unified narrative model that served executive audiences consistently.
Defined content hierarchy for executive audiences. Reframed initiative updates around business outcomes. Created repeatable storytelling templates that teams could adopt independently.
Distributed teams produced knowledge content with inconsistent tone, structure, and accessibility practices. Quality relied on individual contributors rather than shared standards.
Developed voice & tone principles at scale. Introduced accessibility guidance including alt text frameworks. Created decision models instead of rigid rules — enabling teams to make good choices independently.
A major retail platform wanted to increase adoption of its recurrent buying option for bulky household items. Two recurring pain points: carrying heavy goods and forgetting to reorder before running out.
Low opt-in rates for recurring delivery. The strategic opportunity was to improve activation by reframing the incentive using behavioral science — not just discounting.
Full behavioral content audit. End-to-end journey map across PDP → Checkout → Post-purchase → Retention, identifying 6 activation moments. A/B test design with behavioral science rationale and bias mapping. Content strategy documentation for product and experimentation teams.
A logistics-tech company serving independent sellers needed its first formal content system — spanning UX writing, a style guide, chatbot flows, and localization strategy — while simultaneously solving a critical operational problem: manual address collection causing delivery failures.
Employees spent 20–35 minutes collecting shipping data manually. Address errors caused delivery failures and high support load. And ecommerce integrations (Shopify, Tiendanube) lacked consistent, localized content for onboarding across markets.
Built the company's first content system and style guide. Designed mobile-first shipping link flow with real-time validation microcopy. Created chatbot flows and localization strategies based on user research. Developed UX content for ecommerce integrations, improving onboarding across markets.
Building a company's first content system while simultaneously solving an operational crisis taught me that content systems and content execution are not separate — the system is what makes good execution repeatable.
For the past 10 years, I've guided people through the full writing process — from blank page to finished work. My core mission is to help everyone write better, clearer, more human content.
I bring the same systems-level thinking to individual writers that I apply to product ecosystems — helping you find structure, voice, and clarity at every scale.
Whether you're navigating a blank page or a complex content system, the challenge is often the same: finding the structure that lets the right ideas come through.