Jeff S Carpenter . Professional Experience

Sr. Director of Product Design (UX) and Research

First American, Nov 2023 to Nov 2024

Built and led a 15-member UX Design and Research team from the ground up, creating scalable processes and driving cross-functional alignment on product roadmaps, OKRs, and advancing PM and UX Maturity.

Led the design and research strategy for 8 web-based enterprise-wide products, achieving a 24% improvement in customer satisfaction (CSAT) and a 13% decrease in Time on Task for core workflows.
Implemented new workflows that reduced design/development handoff friction, improving throughput by 32%.
Delivered a new cross-functional design discovery strategy, increasing alignment between UX, PM, and Engineering.
Example Calculators, Dashboards, and Document Management systems:

First American search and document management

Sr. Director of Product Design (UX) and Research

Lumen Technologies, June 2020 to Nov 2023

Created Lumen's first 23-member UX Design and Research team from the ground up, established the vision, structure, methodologies, and strategy collaborating with product, marketing, sales, and engineering.

Designed all digital experiences for 2 National Brands, generating $7B+ in Annual Revenue
Supported 3 Million Consumers with 3 Mobile Apps, 10 Web Products, Print Collateral, Marketing Emails, and more.
- Amplified E-Commerce Conversion Rate by 7%
- Elevated Quantum Fiber Mobile App rating from 1.4 to 4.2
- Elevated CenturyLink Mobile App rating from 2.4 to 4.4
- Grew CenturyLink Mobile App Users from 800K to 1.4M+
- Slashed Online Order Fallout by 39%
- Reduced Support Calls by 28%
Developed the first company-wide, multi-brand Design System to ensure cohesion across all omnichannel experiences.
Example e-commerce websites, buy-flows, and mobile apps:

Sr. Director of Product Design (UX)

Science Logic, Feb 2019 to June 2020

Formed the first global 7-person multi-disciplinary UX Design Team, establishing methodologies, tools, agile processes, and design system. Set the UX vision for our SaaS AIOps product across web, desktop, and mobile.

Created the UX vision and strategy for SL1, Science Logic's SaaS AIOps platform for web, desktop, and mobile
Developed a company-wide Design System to ensure consistency and re-use across all digital experiences.
Educated and evangelized User Centered Design best practices from C-Level to Individual Contributors.
Example dashboards, data visualization tools, and mobile apps:

CEO & Chief Product Officer

Live Earth, Aug 2015 to Feb 2019

Founded and scaled the company, led the design and development of an Enterprise, SaaS solution differentiated by UX. Visualizing 70+ real-time GIS data streams on a 4D, interactive touchscreen with real-time alerts and interactive play, pause and rewind.

Created the UX Vision, Product Roadmap, and led the GTM Strategy including MVP, Industry Pilots, and securing 10 enterprise customers in 5 industries: Law Enforcement, Safety/Security, Logistics, Port Operations, Emergency Mgmt.
Led the information architecture, prototyping, user research, and design of 12+ tools, plug-ins, and customer use cases.
Facilitated user and customer research through interviews, demonstrations, pilots including moderated user testing.
Scaled the company by raising capital, hiring VPs of Sales, Engineering, BD & Marketing, creating a Customer Success & Support Team, recruited, signed, then training 40+ Resellers & Channel Partners.
Created the brand strategy, pricing model, designed all marketing materials, promotional videos, and training materials.
Live Earth screenshots, use cases, and marketing materials:

CEO & Head of UX

Ringtail Design, Feb 2009 to Jul 2015

Founded the UX Design Agency, bootstrapped it to 50 people and $7M+ in revenue, established 2 offices in Austin & D.C., serving some of the most complex enterprise organizations: DARPA, SOCOM, US Army, US Navy, DIA.

Established a UX Design Process, including ideation, mockups, interviews, field observations, prototyping, and user testing to deliver these notable solutions:
- DARPA's mobile app, the first mobile app used in military combat on a T-Mobile G1 w/ Android Cupcake.
- SOCOM's Mission Monitoring Platform for visualizing real-time missions on a single, interactive touch-wall.
- DIA's Cloud Management Platform for tracking and monitoring cloud-based applications.
- 10+ Data Visualization tools for the US Army's Enterprise-Wide, Military Intelligence Platform (DCGS-Army).
Trained Designers & Developers and oversaw Design Practices, Design Reviews, and Deliverables.
Built and scaled the Program Management function from inception to a high-performing team of 5 Program Managers, overseeing 10+ government programs by standardizing processes, reporting, metrics, prioritization, mentoring talent, and ensuring compliance with DoD and Federal regulations.
Example web applications, tablet / mobile apps, data visualization tools and other software solutions:

Ringtail portfolio: Mineshaft, 3D cube, iPad Safari, US map

Ringtail Design phones: Sketch, Wireframe, Storyboard, Mockup

US Army node diagram with intelligence platform

US Army soldier at interactive touch-wall

CEO & Head of UX

Agilegraph, Mar 2008 to Mar 2010

Founded the company and developed an interactive, intuitive, Tableau-like graphing and charting software solution differentiated by its User Experience (UX). Pitched and sold an enterprise-wide license to the US Army, including follow-on, multi-year professional services contracts for embedding AgileGraph into multiple US Army Intelligence applications.