LaKeisha L.
5.0
(3)
Studied at DePaul University
Works at Flourish Experience Lab
Successful clients at
Available Tuesday at 11:00 PM UTC
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About LaKeisha
I am a UX, product design, and customer experience leader turned career wellness coach who believes your career and leadership doesn’t have to come at the cost of your well-being. Over the past 20 years, I’ve led experience design and service strategy at Fortune 50 companies, helping teams shape digital products used by millions. Along the way, I discovered that the hardest part of any career isn’t strategy, it’s navigating people, pressure, and self-doubt while trying to stay whole. After leading and coaching dozens of professionals in tech and corporate environments, I now specialize in helping high-achieving professionals transition from individual contributor to confident, people-first leader. My approach blends human-centered design with human-centered leadership, helping clients clarify their leadership identity, lead with empathy, and sustain impact without burnout. Outside of coaching, I’m the founder of Flourish Experience Lab™, a career readiness, wellness, and leadership brand and movement that empowers professionals to lead, live, and work from a place of alignment.
Why do I coach?
I coach because I’ve lived what it feels like to lead while running on empty. Early in my career, I thought the only way to prove myself was to overdeliver until I realized I was modeling exhaustion instead of leadership. Working with my own mentors and coaches changed how I approached both my career and my life. It taught me that credibility, clarity, and consistency are the real foundations of sustainable success. Now, I help others rise with those same tools, especially professionals who are brilliant but feel unseen or unsure how to fully step into leadership. Coaching is how I pay forward the wisdom and encouragement that helped me find my voice, define my value, and build a career I love.
Work Experience
Founder
Flourish Experience Lab
May 2025 - Present
At Flourish Experience Lab, I lead independent human-centered research and design that transform leadership, learning, and career development into accessible, equitable and scalable products. - Applied enterprise UX and service-design methods to prototype personalized development journeys, automated onboarding flows, and scalable leadership frameworks. - Developed AI-informed experience models that integrate prompt engineering, personalization, and workflow automation to enhance user engagement and operational efficiency. - Bridged UX strategy and people systems, applying insights from product design to workforce enablement, talent experiences, and organizational innovation.
User Experience Manager
The Home Depot
August 2021 - Present
Loyalty Member Experience, Customer Authentication & Wallet, Skilled Labor Trade Job Marketplace, and the Transactional Customer Communications Experiences - Orchestrated enterprise rollout of HD Pass wallet & loyalty program, aligning six+ partner groups (store ops, payments, marketing, product, UX, engineering) to unify app, POS, and associate workflows; delivered 8 second faster checkout and +20% share-of-wallet in pilot. - Established governance through bi-weekly syncs and leadership forums, supported by a structured pain point log (NPS + research insights) to prioritize fixes and align executives on enhancements. - Directed cross-functional service design reviews, resolving onboarding and barcode debates to accelerate national rollout readiness (Sept 2025). - Scaled loyalty CX team from 2→11, supporting $15M+ investments through agile processes that accelerated delight-driven delivery. - Redesigned marketing campaign platform, boosting SUS 51→84 and generating $300M in sales in 5 months; recognized as a model for surprise-and-delight CX execution. - Championed post-purchase communications, directing UX across transactional email, SMS, and loyalty touchpoints to strengthen retention and engagement. - Introduced experimentation frameworks + CX metrics tied to OKRs, embedding feedback loops that scaled continuous improvement. - Provided parental leave coverage for UX Director, overseeing Customer Technology portfolio initiatives. Leadership, Leading leaders and +37 skills
Staff UX Designer
The Home Depot
July 2017 - July 2021
Focused on B2B Pricing and Loyalty Experiences, leading research and design strategy to optimize e-commerce conversion and customer value. - Orchestrated and influenced cross-functional delivery of B2B preferred pricing experience, aligning loyalty, pricing, in-store, and digital partners through service blueprinting and governance cadences to deliver consistent and delight-oriented customer experiences across app, receipts, and checkout. - Directed end-to-end UX and CX design strategy for enterprise pricing journeys, translating research insights and voice-of-customer feedback into service blueprints that guided engineering and business partners. - Reimagined B2B pricing UX, improving cart conversions +5.2% and delivering $1M+ revenue in 30 days. - Partnered with analytics and product leaders to refine the roadmap, applying service design methods that boosted loyalty-influenced pricing orders by 300% and strengthened post-purchase value and customer delight. Strategic Planning, Communication and +13 skills
UX Researcher
ADP
November 2015 - July 2017
- Led user research across 9 product teams, embedding early insights that shaped HR, onboarding, and payroll tools across platforms. - Boosted design efficiency 30% in 12 months by accelerating HR tool enhancements and cutting delivery timelines across 3 platforms. Communication, UX Strategy and +8 skills
Lead UX Designer
Delta Air Lines
September 2015 - November 2015
- Returned to lead continued enhancements to the global ticketing platform, conducted targeted usability testing to resolve agent pain points, refining workflows to maintain speed, accuracy, and compliance ahead of peak travel season. - Partnered with product, service operations, and engineering to roll out UI updates that improved booking accuracy and consistency for agents serving nearly 200 million of passengers worldwide. Communication, UX Strategy and +16 skills
Control Systems Designer
Emerson Automation Solutions
June 2014 - September 2015
- Directed UX strategy and design for building control systems, reducing setup time by 75% and accelerating speed-to-market. - Led journey mapping and prototyping across international teams to streamline onboarding and embed HCD into complex B2B product workflows, while partnering with cross-functional leaders from manager to VP-level across sales, product, customer support, and engineering. Strategic Planning, Communication and +22 skills
Education
DePaul University
Master of Science, Human-Computer Interaction
2010 - 2012
Activities and societies: User Experience Professionals Association (formerly Usability Professionals Association), Association of Machinary and Computing Cognitive Psychology, Psychology and +7 skills
The Art Institutes
Bachelor of Fine Arts, Graphic Design
2001 - 2005
3 Reviews
Overall Rating
5.0
LaKeisha has helped Leland clients get into The Home Depot