Featured Projects
Congregational Board Retreat
Challenge: A congregational board needed to set clear annual priorities but had struggled in past retreats to move from open-ended discussion to concrete, shared commitments.
Approach: Designed and facilitated a structured Board orientation, rotational goals workshop, building custom discussion materials that gave every board member a voice while keeping the group moving toward decisions rather than circular debate.
Outcome: The board left with a documented, prioritized set of goals for the year and a workshop format the board has continued to draw on for future planning sessions.
"Voice of the Community" program for a 1,300 adult Member Congregation
Challenge: Leadership needed a systematic way to understand the needs of a diverse, 1,300-member community, rather than relying on the loudest voices in the room or anecdotal feedback from a handful of members.
Approach: Founded and led the congregation's first Voice of the Community program called Project Bina, which means “insight”. Applied rigorous enterprise-grade research methodology, workshop and decision tools including structured surveys, qualitative interviews, small group discussions and synthesis frameworks to a community setting for the first time at this congregation. Built the program to run continuously rather than as a one-time research project, so leadership has an ongoing read on member sentiment and way to inform ongoing decisions.
Outcome: The program became a standing input into board, staff and leadership decisions for things like clergy searches, clergy sermons, budget priorities, programming, fundraising and always-on feedback. It remains an active program today after 4 years.
Customer Listening to Business Results at Scale
Challenge: Across roles at Meta, Expedia, Orbitz Worldwide, and Lands' End, each organization needed to turn large-scale, often-fragmented customer feedback into decisions that moved real business outcomes, ,not just reports that sat on a shelf.
Approach: Architected end-to-end research strategy and built the teams to execute it: at Meta, led research for Messenger, Family of Apps Foundation, and video calling used daily by millions of people, identified unmet demand that shaped the product roadmap; at Expedia, led the customer-experience consolidation of four major brands (Expedia, Orbitz, Travelocity, Ebookers) following a $1.6B acquisition; at Orbitz, architected the company's first loyalty program from scratch and conducted award-winning research.
Outcome: A 32% year-over-year increase in feature utilization at Meta; a 20% increase in NPS across Expedia's brand ecosystem; a loyalty program at Orbitz that went on to drive 3x booking revenue and became the model for Expedia's current OneKey program; and $60M in savings at Lands' End from forecasting research that optimized demand and pricing.
Why it matters for you: This is the same listening-to-action discipline, applied to for-profit clients who need customer or market insight to drive a specific business result, not just a research report.
Outdoor Festival Attendee Insights
Challenge: The organizers of a new outdoor music, nature and cultural festival held over several days, wanted to understand how attendees actually experienced the weekend. They wanted to know what worked, what got in the way, and which parts of the program people valued, so they could shape future festivals without losing what made this one special.
Approach: Designed a two-part listening program. On-site, in-the-moment feedback captured issues as attendees ran into them. A post-event survey covered overall experience, plans to return, and attendance at services, workshops, concerts and gathering spaces. Responses were coded into themes and paired with attendees' own words.
Outcome: Delivered findings and recommendations to the organizing committee. They named the strengths to protect: a deep sense of belonging, joy and spiritual connection. They also set clear priorities for improvement in site logistics, meal flow, accessibility, and holding space for different perspectives. A three-part roadmap covering physical layout, cultural programming and timing will guide planning for future festivals.
Have a project in mind, or want to talk through what listening could look like for your community? Send me a note and I'll get back to you within 48 hours.