CARRIE MOORE

SENIOR SERVICE DESIGN & TRANSFORMATION LEADER

linkedin.com/in/carriemoore4

PROFESSIONAL SUMMARY

Senior Service Design leader with 10+ years of experience driving enterprise transformation through human-centered design, systems thinking, and AI-enabled innovation. Proven ability to lead cross-divisional initiatives that reduce operational friction, accelerate solution development, and improve user experiences. Skilled at influencing senior leaders, aligning business and technology stakeholders, and scaling design practices across complex organizational ecosystems.

CORE SKILLS & CAPABILITIES

Enterprise Service Design & Systems Thinking

Operational Transformation & Process Improvement

Human-Centered Design & UX Strategy

AI-Enabled Product & Workflow Innovation

Service Blueprinting & Journey Mapping

Cross-Functional Leadership & Stakeholder Alignment

Executive Storytelling & Influence

Rapid Prototyping & Product Acceleration

PROFESSIONAL EXPERIENCE

Product & Service Design Consultant

Delta Air Lines | 2025-present

Leading the evolution of Delta’s enterprise product design practice, defining strategy, and frameworks to embed human-centered design, systems thinking, and AI-enabled innovation across digital transformation initiatives

Driving cross-divisional alignment and cultural adoption by partnering with product managers, leading service design workshops, and accelerating their design cycles by 91% from problem definition to prototype

Facilitating the creation of 12 AI-enabled prototypes with different cross-divisional product teams, influencing senior leaders through data-backed storytelling, and coaching teams to elevate design maturity, reduce delivery risk, and improve efficiency

Experience Design Manager

Delta Air Lines | 2017–2024

Led human-centered and service design initiatives across 60+ enterprise programs, spanning digital products, operational systems, and physical service environments

Acted as an internal consultant, aligning stakeholders across business, operations, and technology to design scalable, enterprise-wide solutions

Influenced senior leaders through insight-driven storytelling and service design artifacts, strengthening alignment and accelerating decision-making on high-visibility initiatives such as FlyReady, CES 2020, and EVTOL

Head of Innovation

MJV Technology & Innovation | 2015–2016

Led the launch of U.S. operations, leading business development, client engagement, and innovation strategy

Delivered service design and innovation programs for enterprise clients including Coca-Cola and Panasonic

Established innovation processes and built strong client relationships in a startup environment

Marketing Program Coordinator II

Savannah College of Art and Design | 2011–2012

Managed end-to-end execution of high-profile events, including logistics, budgets, partnerships, and experience design

Visual Arts Educator

Various Public, Private, and Care Institutions | 2004–2011; 2012–2015

Developed and delivered structured creative curriculum to inspire diverse learners in exploring visual art forms while fostering creativity, critical thinking, and artistic skills

EDUCATION

Master of Arts, Design Management | 2016

Savannah College of Art and Design (SCAD)

Bachelor of Arts, Art Education | 2004

Mississippi College

CERTIFICATIONS

Innovation Management | 2019

Georgia Tech

Design Thinking Practitioner | 2024

Mural & LUMA Institute