John brings 15 years of online experience design, high-level user quality management, business analysis, and enterprise information architecture experience to his role as Senior Business Architect for Yahoo!’s new Customer Advocacy group. He seeks to create a holistic framework of customer experiences, the Yahoo! brand promise, and core business operations to create an end-to-end Yahoo! services architecture. Though he often uses the term “social business”, he secretly believes that “social” is the current label for the ever-growing technological transparency in massively complex, semantically-oriented, user-centered services design.
From 1996 to 1999 John developed systems and processes for both Apple’s Customer Quality Feedback and Integration Quality groups, providing in-depth user-level quality feedback for all Apple products. From 1999 to 2007 he led the Experience Framework Architecture at Nortel Networks, leading online experience, technical development, and mergers & acquisition integrations for the front office. Prior to joining Yahoo! in 2010, John was the Director of User Experience at Symantec Corporations where he founded and led the Business Architecture Council whose main objectives were operational transformation through a multidisciplinary approach featuring anthropology, business process improvement, and services portfolio management.