ABOUT
Hi, I'm Rob Fay.
I’m driven by a passion for solving the right problems—designing customer-centric products, services, and organizations while empowering the teams who make them possible. Great design doesn’t happen in isolation; it touches every stakeholder and creates ripple effects across culture, operations, and outcomes. I often say that the old adage “happy wife, happy life” has its workplace equivalent: happy employees, happy customers. When people feel valued and inspired, they create experiences that matter. Today, my focus is on transforming organizations—digitally and culturally—to deliver customer-first solutions. True transformation starts with people, and design is the catalyst that helps them succeed together.
Experience
Career highlights
Sr. Manager, HCD Center of Excellence, Centers for Medicare & Medicaid Services (contractor)
Director of User Experience, Allegis Group
Sr. Design Consultant, Design for Context
User Experience Architect, Blackboard Inc. (Anthology)
Education highlights
Master of Information Management, HCI track, University of Maryland, College Park, MD
SAFe 5 Product Owner/Product Manager
Certified Customer Experience Professional (CCXP)
IBM Enterprise Design Thinking - Team Essentials for AI
Skills
Leadership & strategy
- UX Design & Research Operations
- Product & Service Design Strategy
- Cross-Functional Team Leadership
- Culture Building & Change Management
- Executive Stakeholder Engagement
- Coaching, Training, & Workshop Facilitation
- AI Workflow Discovery and Adoption
UX & product design
- Experience Strategy
- Journey Mapping & Blueprints
- Interaction & Interface Design
- Accessibility (WCAG / a11y)
- Design Systems (creation & governance)
- Prototyping (Figma, Sketch, Adobe CC)
User research & insights
- Mixed-Methods Research
- Usability Testing & Heuristics
- Contextual Inquiry & Field Studies
- VoC & Customer Feedback
- Research Repositories
- Metrics-Driven Experience Optimization
Tools & technology
- Figma, Sketch, Adobe CC, Mural, Lucidchart
- Dovetail, UserTesting, Optimal Workshop
- Confluence, Jira, Trello, Tableau
- CMS & Front-End (HTML/CSS)
- ServiceNow, Qualtrics, Salesforce, Google Analytics, Matomo, HotJar
(240) 455-4586 ● design@faymail.com
Copyright © 2025 Rob Fay