DRAWING 01DRAWING 01

CX, Product & Service Design Leader · Director / Senior Manager

I turn fragmented CX into flow.

For enterprises where the journey has splintered across operational silos.

Available for senior design leadership roles.
SELECTED CLIENTS & CREDENTIALS
  • Autodesk
  • Wipro
  • EY
  • Discovery Communications
  • Stanford AI Certified

↓ proof · 16px clearance

Estée Lauder Companies+University of Georgia Athletics+Humana+Citi+Travel Wisconsin+Molson Coors+Culver's+Doctors Without Borders+State of Oklahoma+United Way+United Healthcare+Estée Lauder Companies+University of Georgia Athletics+Humana+Citi+Travel Wisconsin+Molson Coors+Culver's+Doctors Without Borders+State of Oklahoma+United Way+United Healthcare+
FIG. 02 · UPDATED 04/26FIG. 02

FIG. 02 · LEDGER

Problem ledger.

Six pairs. What's been solved. What I want to solve next.

PROBLEMS SOLVED

  1. Turned Autodesk's post-purchase support into a $50M revenue motion
  2. Unified Wipro's six ITIL towers into one operating model for Estée Lauder
  3. De-politicized vaccination engagement across Georgia — CDC national best practice
  4. Cut MTTR by 31% — 13K annual lockouts eliminated
  5. Built a global CX practice from zero at an enterprise consultancy
  6. Made synthetic users a research method with documented QA pipeline

PROBLEMS I WANT TO SOLVE

  1. Scaling healthcare access for populations the system was never built to serve
  2. Friction between the teams, systems, and partners that nobody owns by design
  3. Human moments in a journey designed as transactions
  4. Experience design as an operating model, not a team
  5. Service tiers built around what customers value, not what we can charge for
  6. AI strategy that raises the ceiling of what teams can do, not just the floor

↘ pivot · intent → receipts

FIG. 03 · CF. IMPACT TAB 01

FIG. 03 · DASHBOARD

Three transformations. In numbers.

What shipped, what moved, what carried.

View Exec Dashboard

FIG. 03-A

Built CX practice into revenue driver.

Connected Design, Product, Support, and Engineering through journey architecture and experience design. Delivered post-purchase service innovation, new offering models, and a 3–5 year CX vision that shaped Sales and Success modernization.

SignalsOfferingGrowth
  • 0Incremental AOV · 12-mo post-launch · prior-year flat
  • 0%NRR vision designed
  • 0%RR · Q1 post-launch of new offering model
  • 0Practice build → experience reviews

Service Design · Customer Co-Creation · Research Leadership · Prototype Builds

FIG. 03-B

Led CX/EX transformation across support.

Led an EX transformation across onboarding and support operations, aligning leaders across product, IT, and operations through executive workshops, journey architecture, and experience design.

  • 0%MTTR reduction across support operations
  • 0+CX & EX outcomes delivered
  • 0%+NPS improvement across EX
  • 0KAnnual lockouts eliminated

CX Transformation · Service Design · Operational Alignment · Executive Facilitation

FIG. 03-C

Drove COVID-19 vaccination engagement across the Southeast.

Led public health experience strategy for Georgia DPH and multi-state initiatives, designing engagement models that increased vaccine uptake across diverse populations.

  • 0.00MEngagements via social media
  • 0Vaccinations delivered
  • 0+Live vaccination hours
  • 0+Local partners

Public Health Strategy · Healthcare Experience · Patient Engagement · Ecosystem Orchestration

→ credential · in progress

FIG. 04 · SEE TRANSCRIPT

FIG. 04 · CREDENTIAL · IN PROGRESS

STANFORD

AI for Product Strategy

Professional Certificate · In progress · Est. completion May 2026

AI for product and experience strategy. Forward-looking — by the time the program ends, the work in this portfolio will already reflect it.

View program SHEET 04 / 04 · SCALE NOT TO SCALE · DRAWN M. STANGL · DATE 2026-04

↘ documented work

FIG. 05 · SEE APPENDIXFIG. 05

FIG. 05 · CASES

Case studies.

Five studies. Three enterprise, two methodology.

View all

FIG. 05-A · CENTAUR PRACTICE

I built this portfolio with AI, and kept the decisions human.

Six weeks, four tools, one portfolio. Centaur practice — human in the saddle, AI as a serious collaborator.

Tools
Cursor · Claude · Claude Design · Vercel
Mode
Centaur, human in the saddle
Method
Design a system, then use models for variation, critique, and scaffolding
Output
Coherent portfolio system, reusable build pipeline, and a review trace you can inspect

Artifacts

  • 01Six-week build telemetry · decision trace
  • 02Synthetic Users QA · stress-test pipeline
  • 03Service records · methodology specimens
Open case

FIG. 05-B · SIMULATION · RESEARCH

Synthetic users as a research method.

Nine synthetic reviewers stress-tested this portfolio before launch.

COMPLEMENT · Research · Hypothesis · Pre-launch

Open case

FIG. 05-C · SERVICE DESIGN · REVENUE

Autodesk's 106% NRR design. The customer value journey behind it.

From consideration to renewal: the customer value journey that put Autodesk on a 106% NRR path.

SCOPE · Service model · Org alignment · Revenue

Open case

ALSO ON FILE

04 · WIPRO

Lockouts: From 27 Hour MTTR to 22 minutes

Estée Lauder's service desk was taking 3,515 password-reset tickets a month.

Open case

05 · EY HEALTHCARE

Vaccine hesitancy isn't a comms problem. It's a showing-up problem.

Say YES Summer: three cities, ten events — 715 vaccinations delivered where mass media couldn't land.

Open case

→ ongoing archive

FIG. 06 · SEE FILM ARCHIVE

FIG. 06 · SIGNAL → STORY · ONGOING ARCHIVE

I'm a design leader who can also write the spot, cut the film, and tell the story. That's not common.

A running record of the signals I catch (moments, behavior, culture, emotion) and the short films they become.

FILM 01 · 2020

Caron Butler Marches for George Floyd

Documentary short.

FILM 02 · 2021

Georgia DPH Healthcare Heroes

Public health campaign film.

FILM 03 · 2019

Travel Wisconsin Rebrand Launch

Brand launch film.

FILM 04 · 2017

Oprah: No Limits to Discovery

Network brand film.

Tiles are silent previews. Full films open in their own context with audio.

↓ handoff

FIG. 07 · CONTACT

Let's talk.

Senior design leadership roles.

Get in touchmtstangl@gmail.com