i turn complexity into clear, scalable learning.
customer education | content orchestration | learning operations
The Score
a content operations dashboard, built for Conductor
A working content dashboard built from Conductor's real, public customer education footprint — 32 named Knowledge Base, Docs, and Community assets, audited and mapped onto one customer lifecycle.
Live tool with content health tracking, lifecycle coverage, and an interactive walkthrough of what orchestrated delivery would look like if the content already sitting in Conductor's Knowledge Base were routed instead of searched.
32 real Conductor assets, tagged first login through advocacy
a live dashboard — content health, open tickets, and lifecycle/channel coverage, not a snapshot
a guided tour through the signal gap and a trigger-based orchestration model, built on Conductor's own Sanity infrastructure
built with Claude, sourced entirely from Conductor's public properties
flux
knowledge infrastructure, built to keep pace
Flux is a fictional, fast-moving B2B SaaS company: an AI code review tool that turns pull requests into plain-language summaries for PMs, CSMs, and execs. What's built here is a fully realized knowledge infrastructure — not just the content, but the system behind it. Designed for one learning person keeping pace with a team that ships fast. Built with Claude.
The Current: a living source of truth, pulled straight from engineering's own docs
The Grid: 22 content blocks, each one feeding multiple outputs (course, article, Slack message, etc)
The Pulse: live dashboard tracking freshness and engagement across every channel
Run a sync and watch a release update in real time.
coins cx
a self-sustaining system for customer experience
COINS is a fictional fintech company — stablecoin-powered card infrastructure that lets partners launch Visa and Mastercard programs settled in USDC instead of fiat. Single integration, daily onchain settlement, compliance handled at the platform level. Think Stripe, for stablecoin cards — credible, modern, built for scale.
As COINS grows, so does the pressure on its customer experience team: more partners, more BPO agents, more edge cases, all needing to perform at one consistent standard. This case study is the system built to make that possible — onboarding that gets every new agent to eligibility in weeks, a certification structure driven in curriculum, a QA-driven content loop that catches gaps before they become patterns, and live reporting so nobody's ever guessing where the system stands.
Three sample pieces: an onboarding course that gets agents up to speed, a full learning strategy connecting every layer end to end, and an LMS mockup built to hold it all together.
train the trainer? no problem!
I've built enablement programs from a blank whiteboard. That includes a train-the-trainer track that turns power users into an internal center of excellence. This time with a certification structure that keeps them credentialed as the product keeps changing. The cadence, the materials, the webinar programming: all of it can be purpose-built to keep champions engaged long after onboarding ends.
“What truly sets Jess apart is her inquisitive nature, her relentless drive to find solutions, and her commitment to continuous improvement. She’s always thinking about how to make things better—more sophisticated, more polished, and more effective. Her willingness to contribute elevates the entire team.”
— Current Manager, latest Performance Reviewi don’t wear many hats. I see through multiple lenses.
Research taught me how people learn. Deploying technology forced me to scale it. Developing technical content pushed me to simplify it.
I bring all three of these viewpoints into building learning ecosystems that actually work.
my career, animated by me.
read my resume
Highlights include:
15+ years in education and learning design
3+ years in customer education
Ph.D. in Learning Technologies
tools i build with
