Mike Schindler

Lead experience strategy for Comcast’s Xfinity Assistant (XA), an AI-powered customer support ecosystem, defining conversational experiences across service, repair, billing, sales, retention, and activation journeys.

• Partner across product, engineering, content, accessibility, and AI platform teams to establish scalable interaction patterns, experience principles, and governance practices that drive consistency across multiple customer experiences.
• Guide cross-functional discovery, service design, research, and experimentation efforts to reduce ambiguity, align stakeholders, and inform strategic decisions for emerging AI-powered products and services.
• Drive the evolution of conversational design systems and structured UI frameworks, ensuring accessibility, scalability, and alignment with Comcast’s broader customer experience ecosystem.

Led UX strategy and agile product design across enterprise B2B SaaS platforms, aligning senior stakeholders to scale systems, accelerate innovation, and drive measurable outcomes in complex product ecosystems, including responsive web, mobile, and AI-assisted products.

• Directed UX Community of Practice, mentoring 30+ global designers in human-centered design and product innovation—boosting engagement by 60% and advancing design maturity through systems thinking and practice leadership.

Led experience design strategy across two Agile Marketing teams at Merck, ensuring intuitive, human-centered UX for their top vaccine campaign preventing HPV-related cancers. Driven by mission-led experiences that empower people and simplify complexity.

• Directed user research and accessibility audits across omni-channel journeys, delivering inclusive, insight-driven experiences for both patients and providers.  Credited for proactive leadership, accelerating Merck’s mission to reach 100M+ vaccinated Americans.

Managed and mentored UX teams delivering user-centered solutions for members, providers, and employers—driving stakeholder alignment, accessibility, and research strategies that reduced support calls, improved user satisfaction, and streamlined delivery.

• Authored Highmark’s Design Thinking Toolkit and led cross-functional workshops to align delivery teams on user needs, feasibility, and business goals across 100+ healthcare apps.  Known for coordinating holistic design systems and collaborative design methods.

Delivered best-in-class e-commerce solutions across native mobile and web for a $6B B2B wholesale distributor, partnering with Amazon, Lenovo, and Walmart to deliver scalable, high-impact solutions across technology and supply chain verticals.

• Designed and tested rapid Axure prototypes to align cross-functional teams, validate usability, and accelerate time-to-value.

Led UX strategy across federal and contractor teams to modernize the nation’s largest benefits platform, delivering accessible, user-friendly solutions that serve 300M+ Americans from birth through retirement. Reputation for methodical high-stakes delivery.

• Collaborated with IDEO and the Office of Innovation on a presidential mandate to transform public service through design.

Established UX practices from concept through launch across responsive web and mobile experiences, improving accessibility and simplifying financial aid, loan repayment, and the first electronic PA State Grant form for millions of students.

• Played a pivotal role in securing a major federal servicing contract by driving research-led UX strategy, aligning cross-functional teams, and demonstrating user impact through streamlined digital tools for students and families.

Directed cross-functional collaboration with Marketing, Engineering, and top agency partners to redesign riteaid.com, introdcuing new HIPAA compliant personalization through My Rite Aid and ensuring a unified experience.

• Designed pharmacy and retail UX solutions spanning prescription tools, eCommerce flows, and in-store Point of Sale systems.