CARRIE MOORE

This is me, making sense of ambiguity.

RESUME

Carrie Moore

Innovation Design Manager

www.whatcarriecreates.com | linkedin.com/in/carriemoore4

carrieamoore4@gmail.com

PROFESSIONAL SUMMARY

Creative leader with 12+ years of experience designing human-centered solutions for Fortune 500 companies, global teams, and start-ups. Proven expertise in exploratory research, UX design, service design, and innovation strategy. Known for launching consultancies, building design processes, and crafting impactful brand and product experiences. Skilled in aligning user needs with business goals through storytelling, cross-functional collaboration, and agile methodologies. Thrives in ambiguity and excels at uncovering strategic opportunities from insight to execution.

EXPERIENCE

Innovation Design Consultant

Various Clients | Global (Remote & On-site)

Jan 2015 - Present

• Lead UX research, journey mapping, service blueprinting, wireframing, and prototyping across aviation, wellness, robotics, tech, and hospitality.

• Facilitate stakeholder workshops and innovation training sessions; deliver actionable strategies and compelling visual storytelling.

• Manage end-to-end design engagements, from the first handshake to insights gathering to concept delivery.

Highlighted Clients & Projects:

• SkyTeam: Facilitated design thinking workshops for alliance-wide innovation strategy.

• Microsoft Garage: Designed and led a 100+ person design thinking workshop for members of the global Innovation Outreach Program (IOP)

• Pangea Media: Led user research and wireframe design for a digital rebrand.

• Downtown Jackson Partners: Developed a high-impact civic innovation proposal and storyboard to secure funding.

• Sarcos Robotics: Created persona libraries and storytelling tools for leadership strategy.

• Civana Wellness Resort: Designed and implemented repeatable service design processes.

• Collaborative Real Estate: Co-developed a culture of innovation for a mixed-use development district.

• 1140 Club: Led interior design for a restaurant launch.

• Keune Haircosmetics: Created a scalable client education workshop series.

Experience Design Manager

Delta Air Lines | Atlanta, GA

Jan 2017 - Jul 2024

• Led UX strategy for 60+ physical and digital projects, applying design thinking, human factors, and mixed-methods research.

• Directed service design initiatives to enhance airport, mobile, and onboard experiences.

• Coached 700+ colleagues in design thinking process, and built an enterprise design thinking training for product teams

• Partnered with startups, vendors, and universities to bring emerging tech to market.

• Presented innovation narratives to executives using visual storytelling and concept demos.

• Managed cross-functional teams and championed user-centered decision-making.

Highlighted Projects:

• Airport Help Desk Redesign: Reimagined airport support centers using spatial design, embedded tech, and human-centered services to improve travel experience and reduce stress.

• Joint Venture Communication: Led the redesign of cross-carrier communication workflows, securing $1M investment in IT upgrades to streamline messaging tools, improve operational alignment, and enhance collaboration across global airline partners.

• Inflight Waste Reduction: Orchestrated research and facilitated co-creation workshops that generated 75+ ideas to reduce cabin waste; developed 13 concepts including redesigned crew tools and sustainable service flows.

• eVTOL Visioning: Led generative UX research to envision future customer experience for electric air taxi integration at LAX, blending premium traveler insights and speculative design, influencing a $60 million investment.

• FlyDelta Language Translation: Orchestrated UX research for an in-app Ai-enabled translation feature to support multilingual travelers to improve accessibility across international markets.

• Robotic Deicing Design: Partnered with engineering teams to visualize and test user scenarios for autonomous aircraft deicing robots.

• Gate Information Display Redesign: Streamlined digital signage for customers to track real-time boarding on the GIDS screens, reducing confusion and agent workload in airports worldwide.

• SkyClub Biometric Check-In: Designed biometric flow for premium lounge entry, integrating privacy, security, and service delight.

• FlyDelta Real-Time Feedback: Designed a real-time passenger feedback feature for FlyDelta app to proactively inform service adjustments.

• Turbulence App Redesign: Improved UI usability and decision-making within turbulence reporting tools for pilots and operations, resulting in a reduction of in-flight injuries by 30%.

• FlyReady COVID Clearance: Designed the user flow for Ai-enabled digital health document upload and travel clearance during the pandemic.

• Agent Dashboard Redesign: Consolidated multiple agent tools into one streamlined interface, reducing screen fatigue and cutting task completion by more than 50%.

• CES Booth Experience: Created the conceptual storyline and content for Delta’s debut at CES, and partnered with start-up vendors to showcase emerging tech with award-winning presence.

Innovation Lead

MJV Technology & Innovation | Atlanta, GA

Jun 201 - Dec 2016

• Co-founded the U.S. office; led market strategy and built core consulting team.

• Directed global innovation projects for clients including Coca-Cola and Panasonic.

• Exceeded revenue goals through business development and client relationship growth.

• Implemented internal innovation processes and scaled team capabilities.

Marketing Program Coordinator II

Savannah College of Art & Design (SCAD) | Atlanta, GA

Jun 2011 - Jul 2012

• Produced strategic VIP events and curated brand-aligned client experiences.

• Managed logistics, reporting, and cross-department collaboration.

Visual Arts Educator

Connections Academy | Remote, GA

Aug 2012 - Jul 2016

• Delivered virtual instruction to over 2,000 students.

• Designed digital curriculum aligned with national standards.

Visual Arts Educator

Hyde Park Schools | Austin, TX

Aug 2009 - Jul 2011

• Taught custom visual art curriculum and increased program enrollment by 300% in one year.

• Coached school dance team.

Visual Arts Program Coordinator

Private Clients | Austin, TX

Aug 2008 - Jun 2011

• Developed arts-based programming for schools, eldercare, and community groups.

• Managed program budgets, logistics, and stakeholder engagement.

Visual Arts Educator

Clinton Public Schools | Clinton, MS

Aug 2004 - Jul 2007

• Designed and delivered custom visual art curriculum for 1,200+ students, and led cross-disciplinary collaborations.

• Coached the cheerleading team.

EDUCATION & CERTIFICATIONS

Masters in Design Management

Savannah College of Art & Design

2016

Bachelors in Art Education

Mississippi College

2004

Certifications:

Design Thinking | Innovation Management | 200hr Yoga Teacher Training

SKILLS & TOOLS

Core Competencies:

UX Research | Design Thinking | Innovation Strategy | Service Design | Workshop Facilitation | Human-Centered Design | Brand Strategy | Agile & Lean UX | Prototyping & Ideation | Storytelling | Cross-Functional Collaboration | Executive Presentations

Tools:

Figma | Miro | Mural | Adobe Creative Suite | Canva | SketchUp | Procreate