Transforming a struggling Google Cloud feature with a 2% adoption rate into a customer retention driver by restructuring the information architecture, simplifying installation flows, and leading cross-functional alignment without PM support resulting in a 9-percentage point conversion lift.

When PROS's 30-year flagship product faced obsolescence, I championed a radical shift: ethnographic research with actual users instead of assumptions from external experts. The worldwide research tour uncovered workflow patterns that transformed our entire product strategy.