True customer experience is driven by employee empowerment. In this role, I championed the product and service design execution to overhaul the internal tooling ecosystem for frontline retail staff. Moving beyond isolated interface design, I mapped complex, multi-touchpoint employee journeys to uncover structural bottlenecks. By combining deep field research with associates and rigorous digital product design, I turned dense operational requirements into a suite of intelligent, highly optimized digital tools that elevate both team performance and organizational agility.