5 years in experience consulting · 20+ engagements · Fortune 100 clients
I use research to bring order to complexity — and shape what gets built next.
I'm Millie — a CX & innovation strategist who helps the world's biggest brands de-risk what they build. I design the research that answers hard questions, then turn the evidence into strategy teams actually act on.
My Story
For the past five years I've been a strategist on Publicis Sapient's Customer Experience & Innovation team, turning ambiguous problems into clear, evidence-backed direction for brands like Travelers, UPS, ESPN, Walgreens, Albertsons, Taco Bell, Verizon, and UnitedHealth Group.
My work lives in the space between research and strategy. I design and run the studies that answer the hard questions — will this work, will people trust it, what should we build first — then translate what we learn into journey maps, service blueprints, and future-state visions that teams actually build from.
Lately, much of that work sits at the front edge of AI adoption: reimagining a global logistics leader's customer onboarding as an AI-first experience, de-risking an AI data tool for a national hardware co-op, and building internal AI workflows and prompt libraries that change how teams operate.
What I Do
Research & Insight
Moderated usability testing
SUS benchmarking & quant + qual
Discovery & stakeholder research
Synthesis & severity-rated findings
Experience Strategy
Current & future-state journey mapping
Service blueprints
Experience visioning & concepts
Prioritization & roadmapping
Innovation & Facilitation
Workshop design & facilitation
AI adoption & AI-first experiences
New product & business model innovation
Pitch & proposition development
How I Work
Evidence over opinion
I de-risk big decisions — redesigns, new business models, AI adoption — by replacing debate with research. My findings artifacts become the single reference point teams align around.
Order out of ambiguity
I'm at my best in messy, undefined problem spaces. Fragmented systems, low trust, no shared picture — I bring the structure that turns complexity into a plan.
Facilitation that moves decisions
I design and run the workshops and prioritization sessions where decisions actually get made — so clients leave with launch confidence and a roadmap, not just a report.
Built to be used
Every deliverable is designed for what happens after the handoff: blueprints teams build from, visions that win investment, research that determines what ships.
Project Experience · 2021–2026
Client
What I Did
Focus
World's largest package carrier
Spring 2026 · 13 weeks
Co-led future-state blueprinting; owned the service design blueprint; shaped 2 agentic AI MVPs now in build; presented to exec leadership.
AI
Service Design
Workshops
Top US sports media network
Spring 2026
Built experience concepts and a Duarte-style pitch narrative for a multi-million-dollar fan-experience pitch.
Concepts & Pitch
Strategy & Vision
National direct-response marketing firm
Winter 2026 · 6 weeks
Facilitated workshops and synthesized research into a North Star vision; defined the key journeys behind the prototype used to align stakeholders.
Workshops
Research
Strategy & Vision
Fortune 100 insurer
Fall 2025 · 7 weeks
Led moderated prototype testing (15 participants, 3 audiences) with SUS benchmarking (86/100); prioritized fixes shipped pre-launch.
Research
Publicis Sapient — internal
Ongoing (2025–present)
Co-founded the cross-craft prompt library and Summer Series; led the IA so others can extend it — now recognized across the Experience craft.
AI
Mentorship
Top US hardware co-op
Feb–Apr 2025 · 6 weeks
Sole CX&I lead — ran a 3-day discovery workshop; owned current + future-state journey maps for 3 user groups; defined the pilot and an 18–24 month roadmap.
AI
Journey Mapping
Workshops
Travel & Hospitality sector
2024
Translated cross-industry mobile trends into implications and opportunity areas for Travel & Hospitality product teams.
Research
Strategy & Vision
Top 3 US healthcare insurer
2024
Drove rapid AI-assisted interview synthesis; delivered actionable recommendations across finops, secops, and people ops.
AI
Research
Top 5 US retail pharmacy
2024 · 13 weeks
Built the Rx Refill Journey Atlas (21 sub-journeys) and 7 service blueprints; turned 100+ pain points into 40+ prioritized opportunities.
Service Design
Journey Mapping
Workshops
Top 5 grocery conglomerate
2024 · 4 weeks
Defined a shopper-first future state for in-store retail media; owned 3 journey concepts and content guardrails for 10+ touchpoints.
Strategy & Vision
Concepts & Pitch
Top 10 US quick-service restaurant
2024 · 6 weeks
Synthesized research, competitive analysis, and journey insights into the executive readout; defined priorities tied to measurement and testing.
Research
Strategy & Vision
Top 3 US healthcare insurer
2023 · 2-day workshop
Facilitated a 2-day GenAI ideation workshop; generated and prioritized AI-enabled solution concepts.
AI
Workshops
Top 3 US telecom
2023
Flexed into a UX role to fill a team need; supported pitch narrative and experience direction for the flagship .com property.
Concepts & Pitch
Leading global entertainment brand
2023
Contributed experience concepting and pitch storytelling for a high-stakes new-business pitch.
Concepts & Pitch
Top 5 US budget retailer
2023
Sole CX&I rep — created the customer journey map and final client presentation; left the team a new persona hypothesis worth exploring.
Journey Mapping
Concepts & Pitch
Top 3 US telecom
Feb 2023
Lead Strategist — co-creation workshops, journey maps, refined personas, and surveys + interviews; mentored 3 teammates.
Research
Workshops
Mentorship
Top 3 US telecom
Jan 2023
Contributed workshops and experience direction for the B2B Learn Site redesign roadmap; mentored 2 teammates.
Workshops
Mentorship
Leading US financial services firm
Summer 2022
Led homepage co-creation workshops; developed journey maps and opportunity areas to align stakeholders.
Workshops
Journey Mapping
Leading US health system
Summer 2022
Framed the "head + heart" and relationship-building pillars guiding a 3+ year digital differentiation strategy.
Strategy & Vision
Leading US health system
Jan 2022 · 9 weeks
Defined the post-login patient experience MVP for a major replatform; aligned requirements and priorities across teams.
Strategy & Vision
Research
Top 3 US telecom
May 2021 – Jan 2022 · 9 months
Identified and validated new-market opportunities; co-created the value proposition; led qual + quant concept testing.
Concepts & Pitch
Research
Let's Talk
I'm looking for my next team — one with complex problems worth untangling.
See The Work
© Millie Rosasco