Thomas W
Sr. CX Journey Ops Manager at Medica | Austin, Texas, United States
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As the Principal Strategist - Journey Ops Analyst at Medica, Thomas W. stands at the intersection of human-centered design and strategic innovation, driving transformative initiatives that enhance customer experiences across diverse touchpoints. With a robust background in service design and qualitative discovery, Thomas leads the Experience Design (XD) and Customer Experience (CX) teams in crafting compelling narratives that resonate with users. His expertise in journey mapping and experience analysis allows him to define detailed archetypes and personas, effectively articulating and evaluating customer motivations, behaviors, and interactions across all channels and lines of business.
Currently, Thomas is spearheading key projects that focus on optimizing service delivery roadmaps, ensuring that every customer interaction is not only seamless but also meaningful. His role involves a meticulous approach to understanding the intricacies of customer journeys, utilizing insights from retail research and user interface design to inform strategic decisions. As a dedicated design director and innovation maven, he champions the principles of responsible AI and behavioral change, advocating for solutions that prioritize user needs while driving business objectives.
Thomas's passion for storytelling and digital transformation fuels his ability to present complex ideas in engaging ways, making him a sought-after leader in organizational leadership and online marketing. His commitment to curiosity and exploration as a "discovery doer" ensures that Medica remains at the forefront of customer experience innovation, continually pushing the boundaries of what's possible in service design. Through his work, Thomas not only enhances the customer journey but also fosters a culture of empathy and understanding within the organization, ultimately driving sustainable growth and success.
Sr. CX Journey Ops Manager at Medica in March 2024 to Present
Sr. Director Strategy & Service Design at Beneficent Design in June 2024 to Present
Sr. Principal CX Strategist & Design Lead at Engagys LLC in March 2025 to Present
Director of Experience + Service Design at BrightLeaf Group Inc in November 2021 to March 2024
Sr. Principal Strategist + Service Designer at WIT DESIGN in September 2020 to February 2024
Sr. Principal Service Designer + Strategist at UnitedHealth Group in October 2022 to October 2023
Sr. Researcher + Service Designer — Class Action at WIT DESIGN in January 2017 to November 2022
Sr. Principal Service Designer + Strategist at Florida Blue in December 2021 to October 2022
Principal Service Designer + Organizational Designer at SBM Management Services, LP in May 2020 to September 2021
Principal Strategist + Service Designer at Gigster in September 2018 to August 2020
Principal Strategist + UX + Service Designer at AIG Retirement Services in May 2015 to March 2017
Experience Design Director at WIT Design in October 2010 to May 2015
Director of Design at Kroger in December 2001 to September 2010
Sr. Art Director at J. Walter Thompson Worldwide in November 2000 to November 2001
Digital Art Director at NASA - National Aeronautics and Space Administration in August 1999 to October 2000
Sr. Digital Web/ Industrial HMI-GUI Designer at WIT Design in January 1996 to July 1998
Production Artist/Art Director at Macy's in June 1992 to December 1995
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Employee Training
Content Management Systems (CMS)
Learning Management Systems
Training and Development (HR)
Generative AI for Learning and Development
E-Learning Development
Employee Experience
User Experience Design (UED)
Corporate Branding
Organizational Effectiveness
Team Leadership
Team Building
Performance Management
Team Science
Customer Experience Management
Customer Experience Design
Journey Management
Discovery Process
Lean Process Improvement
Organizational Psychology
Organizational Theory
Digital Copywriting
Business Strategy
Organizational Development
Organizational Behavior
Change Management
Employee Learning & Development
Service Blueprints
Customer Journeys
Design Leadership
Video Ethnography
Interviewing
Psychology
Organizational Design
Organizational Leadership
Service Delivery
CX
Project Management
Facilitation
Business Development
Presentations
Venture Design
Journey Mapping
Customer Journey Mapping
Design Management
Service Blueprinting
Cross-functional Team Leadership
Customer Experience
Digital Strategy
New Business Development
Prototyping
Web Content Writing
Retail Research
Start-up Ventures
Intranet
Visual Design
Service Design
Creative Direction
Web Design
Art Direction
Mobile Design
Copywriting
User Interface Design
Graphic Design
Branding
User-centered Design
Design Thinking
Product Design
User Personas
Storyboards
Wireframes
Ethnographic Research
Online Marketing
Mobile Applications
Research
Strategic Brand Positioning
Adobe Creative Suite
Marketing
Content
Infographics
Corporate Identity
Videography
User Journeys
Empathy Maps
Data Visualizations
Creative Strategy
User Experience
Wireframing
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Discover more about MedicaWhat is Thomas W email address?
Email Thomas W at [email protected] and [email protected]. This email is the most updated Thomas W email found in 2026.
What is Thomas W phone number?
Thomas W phone number is +15072385018 and +13036792260.
How to contact Thomas W?
To contact Thomas W send an email to [email protected] or [email protected]. If you want to call Thomas W try calling on +15072385018 and +13036792260. (updated on October 31, 2024)
What company does Thomas W work for?
Thomas W works for Medica
What is Thomas W's role at Medica?
Thomas W is Sr. CX Journey Ops Manager
What industry does Thomas W work in?
Thomas W works in the Hospitals And Health Care industry.
Thomas W Email Addresses
Thomas W Phone Numbers
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