Betsy Noullet
Mount Gretna
Summary
Proven, accomplished professional with 25+ years of success reimagining experiences for clients ranging from small organizations to Fortune 10 companies, earning industry recognition for driving measurable results. Craft enterprise AI solutions, establish innovation labs, co-create CX Centers of Excellence, and lead award-winning projects across multiple industries, including healthcare, finance, non-profits, ecommerce, and entertainment. A seasoned strategist, innovator, and facilitator who excels at uniting interdisciplinary teams to solve complex challenges, co-create future visions, and deliver customer-centric solutions that drive ROI. Serve as a trusted advisor for notable organizations spanning McKesson, Equifax, American Red Cross, Navy Federal Credit Union, Fuji, The Tony Awards, fiveBelow, Phillies and Marshmallow Peeps, leveraging expertise in AI, behavioral science, and futures exploration to deliver transformative outcomes.
Overview
7
7
years of professional experience
Work History
Director of Experience & Service Design
Randstad Digital Advisory
04.2018 - Current
- Provide client advisory services and digital enablement solutions that unlocks, empowers, and transforms businesses for lasting success
- Strategize across service design, CX, UX, coaching, and facilitation, helping clients deliver customer experiences that drive loyalty and ROI
- Reshape customer engagement and quickly operationalize and digitize solutions that gain competitive advantage for each individual client
- Notable clients/projects include: Randstad Digital, CFI (College Foundation, Inc.), NCSEAA (North Carolina State Education Assistance Authority), McKesson, Equifax, Fresenius Medical Care, Navy Federal Credit Union
Design Lead, AI Innovation
Randstad Digital
04.2018 - Current
- Lead strategy and design for a new Enterprise AI Development Lifecycle Assistant to expedite and enable heightened decision-making across PRD and backlog creation, development, security compliance and monitoring
- Facilitate and design an AI-based Client Strategic Planning Workflow enabling sales and client partners to intelligently craft yearly growth and relationship-building plans based on client, industry, trends, goals and more
Design Lead
CFI (College Foundation, Inc.) & NCSEAA (North Carolina State Education Assistance Authority)
04.2018 - Current
- Guide CFI to mature their design capability while re-envisioning the NCSEAAs K12 scholarship portal across 4 distinct segments to increase efficiency, satisfaction, and retention and ensuring ability to accommodate ever-changing legislation
- Led a CX team of 5 and collaborated with BAs and IT across 2 client levels: CFI & NCSEAA
- Established the vision and goals with customer sponsor and stakeholders
- Researched, facilitated, and solutioned high value opportunities across the specialist, school, household, and provider audiences
- Established a continuous discovery system for user discovery, opportunity identification, and prioritization with the Product Owner
- Conducted UX Design and usability testing of the enrollment system
Design Lead, Service Design
McKesson
04.2018 - Current
- Headed 4 phase, enterprise transformation of McKesson’s pharmaceutical customer onboarding experience that increased retention, adoption, loyalty & efficiency across 6 customer segments, 20 internal departments
- Led a CX team of 5 and collaborated with 6Sigma, Salesforce IT, VOC, and OCM
- Facilitated strategy sessions to outline goals and vision, gain critical buy-in for the design thinking process and integration w/agile, and support the change management initiative through behavioral design
- Partnered with Six Sigma to re-design the future state process from onboarding prospects to first order
- Led User research, Identification, and prioritization of high value opportunities utilizing 1:1 user interviews, personas, current and future state journey mapping and service blueprinting, ideation and prioritization workshops
- Established a continuous discovery system for user discovery, opportunity identification and prioritization with the VOC team
- Led UX design and usability testing for the business solution and set the foundation for the customer-facing portal
- Reimagined US Oncology’s patient and staff intake experience with opportunity to increase revenue by $50M YOY across 6 states, 25 practices, and 20 roles
- Led a CX team of 4 and collaborated with 6Sigma
- Facilitated strategy alignment sessions to align goals, vision, scope, and approach
- Strategically explored key challenges across the entire lifecycle to scope the key area of focus across the entire lifecycle utilizing 1:1 interviews w/practice leadership and surveys
- Conducted user research, Identification and prioritization of high value opportunities utilizing onsite, ethnographic research, user interviews, current and future state journey mapping and service blueprinting, ideation and prioritization workshops
- Initiated the design phase with concept cards to bring high value ideas to life, gathered and created a dashboard showcasing all initiative across teams, and devised a continuous prioritization process across the enterprise
- Designed the future state process & experience for the new Centralized Contact Center for US Oncology to improve customer satisfaction and drive efficiency
- Designed the future state experience utilizing service blueprinting co-creation sessions
- Outlined critical action items across workstreams for success (rationale, potential pitfalls, UX epics, change management, policies, etc.)
- Modeled UX prototypes for testing and iteration
Randstad Design Studio
04.2018 - Current
- Orchestrated journey and CX maturity plan to align data-driven decision-making across 50 global stakeholders and mature the organizational structure and CX Design Ops necessary for increasing customer lifetime value
- Executed CX maturity assessment, rating and 5-year roadmap
- Orchestrated journey metrics, prioritization, governance, integration, and activation across a multi-level organization structure
- Innovated the future of recruiting and work by unlocking opportunities to improve the job seeker and employee experience to increase loyalty and retention across the global organization
- Developed understanding and socialized critical job seeker and employee needs utilizing 1:1 interviews and journey mapping
- Prioritized two high-value projects to begin strengthening critical areas of the job seeker experience
- Delivered an ideation toolkit for enabling global teams to ensure solutions are customer centric
Equifax
04.2018 - Current
- Led strategy & new product/service exploration for Equifax’s automotive division to increase revenue and market share
- Conducted research & journey mapping to understand needs across end consumers, lenders, online shopping sites and dealers
- Performed Service Blueprinting to outline the inter-related processes across each audience and identify opportunities, and Ideation based on future trends, their implications and user needs
- Facilitated futures workshop to identify new needs and potential products/services for their market
Fresenius Medical Care
04.2018 - Current
- Assessed business objectives and user needs across 4 product lines to uncover, frame, and prioritize high impact opportunities
- Facilitated cross-department workshops to understand, ideate, and prioritize opportunities across 10 departments
- Triangulated, generative and evaluative research including stakeholder and user Interviews, diary studies, surveys, and usability testing
- Oversaw the UX experience across each system
Navy Federal Credit Union
04.2018 - Current
- Set up an Innovation Lab establishing best practice and socialization
- Led AI, Behavioral Design workshops
- Co-created a maturity plan and charter to gain alignment, continuity, and traction among journey teams
- Conducted a 5-year, strategic foresight workshop to envision the future of banking, ideated possible outcomes and solutions, and initiated a proactive plan for action and continual assessment
- Led CX strategy and research for the credit card, customer service, and disputes teams
- Including user research, cross-department/functional mapping and innovation workshops, prioritization, socialization, and experimentation
- Trained inhouse CX strategists in service design and design thinking best practices by acting as a guide for each of their projects, creation of a charter, and weekly training sessions
Principle Experience Designer
Red Privet, LLC
UX/Creative Director
Pipeline Interactive
Interactive Art Director/Team Leader
Godfrey Advertising
Education
Bachelor of Fine Arts (BFA) - Design
West Virginia University
Artificial Intelligence: Implications for Business Strategy Program -
MIT
Agile & Scrum Project Management -
Udemy
Chief Design Officer School -
Second Wave Dive
Fundamentals of Business and Leadership Certificate -
Syracuse University
Opportunity exploration for AI & Behavioral Design Masterclass -
Service Design Network
Certificate in Human Centered Design -
IDEO
Skills
Skills
- AI
- Global, Enterprise CX Management
- B2B & B2C Service design
- Innovation leadership
- Vision & Strategy
- Facilitation skills
- Transformation
- Service Design Coaching
- Executive-Level Collaboration & Alignment
- Product Owner
Software
- Gemini
- Claude
- ChatGPT
- Miro
- Mural
- Adobe Creative Suite
- GSuite
- Microsoft 360
- Salesforce
- VSTS
- Jira
- Azure DevOpps
- TheyDo
- EnjoyHQ
- Dovetail
Vision & Strategy
Awards Recognition
- W3 Award, 2017, Health Care Services for Websites
- EHealthcare Leadership Award, 2017, Best Site Design, Best internet Homepage, Best Mobile Site
- Horizon Interactive Award, 2016, Websites – Health/Human Services, School/University, Responsive/Mobile Design
- Web Marketing Association Mobile Web Award, 2016, Best Education Mobile Website
Education Certificates
- Artificial Intelligence: Implications for Business Strategy Program, MIT
- Agile & Scrum Project Management, Udemy
- Chief Design Officer School, Second Wave Dive
- Fundamentals of Business and Leadership Certificate, Syracuse University
- Opportunity exploration for AI & Behavioral Design Masterclass, Service Design Network
- Certificate in Human Centered Design, IDEO
- Bachelor of Fine Arts (BFA) in Design, West Virginia University
Technical Summary
- Gemini
- Claude
- ChatGPT
- Miro
- Mural
- Adobe Creative Suite
- GSuite
- Microsoft 360
- Salesforce
- VSTS
- Jira
- Azure DevOpps
- TheyDo
- EnjoyHQ
- Dovetail
Strengths Snapshot
- Enterprise CX Management
- Journey Orchestration
- B2C, B2B & Employee-driven Experience Design
- Innovation & Transformation
- Service Design Coaching
- Vision & Strategy
- Executive-Level Collaboration & Alignment
- Consulting Partner
- Thought Leader
- Global Experience
- Information Architecture
- Product Owner
Timeline
Director of Experience & Service Design
Randstad Digital Advisory
04.2018 - Current
Design Lead, AI Innovation
Randstad Digital
04.2018 - Current
Design Lead
CFI (College Foundation, Inc.) & NCSEAA (North Carolina State Education Assistance Authority)
04.2018 - Current
Design Lead, Service Design
McKesson
04.2018 - Current
Randstad Design Studio
04.2018 - Current
Equifax
04.2018 - Current
Fresenius Medical Care
04.2018 - Current
Navy Federal Credit Union
04.2018 - Current
Principle Experience Designer
Red Privet, LLC
UX/Creative Director
Pipeline Interactive
Interactive Art Director/Team Leader
Godfrey Advertising
Bachelor of Fine Arts (BFA) - Design
West Virginia University
Artificial Intelligence: Implications for Business Strategy Program -
MIT
Agile & Scrum Project Management -
Udemy
Chief Design Officer School -
Second Wave Dive
Fundamentals of Business and Leadership Certificate -
Syracuse University
Opportunity exploration for AI & Behavioral Design Masterclass -
Service Design Network
Certificate in Human Centered Design -
IDEO
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