Leading a customer journey mapping workshop
Managing experience as a product.
Products are built on customer insights and then continuously improved to meet customer needs: managing CX is no different (and some would even argue the experience is the product). I bring together teams across the company to define a customer-centric strategy and roadmap that can move the product forward.
Holistically designed. Meticulously crafted.
Design brings form and function to the concepts on the roadmap. It’s designing journeys and UIs, but also processes, technology—and more. It’s both an art and a science and my experience in UX and system design, as well go-to-market strategy helps me lead design teams.
Change is the only constant. Embrace it.
To compete, you have to build the plane while flying it—even as the destination is changing. Not easy. I lead teams that implement customer experience, helping them adapt strategy, design, and technology to dynamic customer and business demands.
Ship it, test, learn. Repeat.
Modern customer experience is a test and learn process—there’s no straight line to success. And often, you need to transform the business to get there. I help companies transform products and go-to-market capabilites, and also operate customer engagement programs.
Helping businesses grow, and people too.
Customer centricity is good business. It’s the backbone of product- and community-led growth strategies, which have proven effective time and again. But the teams–the people–are what bring the customer experience to life. I help companies grow—and their people too.
A career with breadth and depth: by design.
I love learning. If possible, I would have been a student forever. This passion for knowledge has guided my career down distinct, yet related, paths for more than two decades: I’ve been a CX and marketing leader, product manager, UX designer, system architect, developer—and more. A winding path, yes, but by design: it helped me develop a set of skills that are both broad and deep, and when combined, unique. I’m a broken comb, and over time, I’ve found this sets me apart as a leader.
pipeline generated from customer experience leadership
years of innovation inside a Fortune 100 company
years managing Qualcomm.com and enterprise-wide web strategy
years as a user experience designer and design leader
years as a people manager across multiple functional practices
years as a developer and technical solution architect
years leading a SaaS Digital Asset Managment product
people led as part of a multi-year transformation program
technologies managed as part of a Fortune 100 MarTech stack
Recently, I’ve been helping Qualcomm manage their end-to-end customer experience–across sales, marketing, and customer service–as a unified digital product; planning and executing transformative investments to enable growth.
More work history
Get a feel for the types of programs I’ve led.
CX & Product
Marketing
Technology
Leadership: the balance between hustle and heart.
My leadership style is a blend of hustle and heart. Hustle is the pace and determination needed to ship the work and compete, while heart is the passion and compassion needed to inspire and ignite teams. In practice, this is about setting high standards, leading by example, and relentless pursuit of excellence, but always in balance with empathy, with a genuine concern for the teams. I enjoy both the journey and the business results with each program I lead, but for me, helping people do and be their best is the most rewarding part of the job.
People
Prioritize people. Inspire and empower them—it’s the cornerstone of effective leadership.
Purpose
A clear north star guides strategy, motivates teams, and gets to better outcomes, faster.
Passion
Show up every day with passion. It’s what ignites teams, helping them deliver at the highest levels.
Principals
Principles anchor the team, guiding actions with integrity, shared values, and conviction.
Patience
Patience fosters trust. It shows the team that you’re listening and making thoughtful decisions.
Perseverance
Success usually requires grit. Lead from the front and teams will press on, even amidst adversity.
Todd balances strategic thinking with a practical execution focus, and always on value. It’s a privilege to call him a colleague and friend.
Brandon Kulik
Principal, Deloitte
Todd is an outstanding digital experience leader who has consistently demonstrated an ability to collaborate and navigate complex organizations.
Prashant Sharma
Head of Developer Experience, Qualcomm
Todd is without a doubt one of the most creative and digital savvy people you’re going to meet. He is not afraid of pushing “what’s next.”
Dan Khabie
Co-founder, Court Avenue
One of Todd’s standout qualities is his unwavering loyalty and trustworthiness. He is a person of his word, maintaining the highest ethical standards.
Chery Park
CX and Transformation Leader, Qualcomm
Insights: from my journey, to yours.
I’m planning to write more, covering topics like leadership, customer experience, marketing, design, and more. The first post can be found on LinkedIn. My hope is that the learnings from my journey can help others on theirs.
When not at my desk, I’m probably outside.
I enjoy the work. Truly. But what I live for is adventure with my wife and kids. The photos on our walls aren’t taken in a studio, they're taken around a campfire, on a road trip in our van, or looking for wild places. Family time isn’t just about getting together, it’s about getting outside.
For me, adventure is a mix of wonder and adrenaline. It’s exploring the natural world–which I’ve held in deep reverence for as long as I can remember–but also the thrill of mountain biking, trail running, surfing, and scuba diving. You’ll usually find me with camera in hand capturing the memories.
And let’s not forget about pretend adventures in a galaxy far, far away... I’m a huge Star Wars nerd.
The moment I completed a 150 mile, multi-day trail run with our bloodhound
Family adventure / safari in the Okavango Delta; trip of a lifetime, photo of a lifetime
We love riding mountain bikes; my oldest racing at Gravity Fest in Big Bear
Of all the paths you take in life, make sure a few of them are dirt.
John Muir
