Tim Bukoski

Tim is a strategic, user-obsessed customer experience leader with extensive experience designing, launching, and scaling innovative, customer-focused solutions across multiple industries. Over the course of a career spanning healthcare, pharmaceuticals, technology, and consumer products, Tim has consistently translated deep user insights, behavioral research, and operational data into actionable strategies that elevate engagement, drive adoption, and build lasting loyalty. Tim’s ethos is “customer-led; design-informed,” he brings a systems-thinking approach to solving business challenges, simplifying complexity, aligning diverse stakeholders, and embedding Voice of the Customer (VOC) methodologies into organizational culture. This means moving seamlessly between high-level strategy and hands-on execution, creating experiences that are not only intuitive and delightful but also measurable, compliant, and scalable. Leadership in Complex, Regulated Environments - A hallmark of Tim’s leadership is the ability to drive customer experience transformation in highly matrixed, regulated environments. Whether in biopharma, digital health, or enterprise SaaS, Tim navigates complex stakeholder landscapes bringing together cross-functional teams, compliance experts, and executive leadership to achieve unified, user-centered outcomes. At Bristol Myers Squibb, Tim led enterprise platform enhancements designed to improve employee engagement, workflow efficiency, and user experience in the global healthcare ecosystem. This included driving strategic vision and roadmap for AI-powered clinical analytics and drug validation platforms, ensuring alignment between product design, user needs, and regulatory requirements. By facilitating discovery and usability workshops across geographies, Tim optimized workflows and information architecture, delivering measurable operational gains in a space where precision and compliance are paramount. At Ascend Therapeutics, Tim successfully led the B2C business transformation and launch www.thehrtclub.com, a B2C health platform, meeting 100% of adoption targets in its first phase. This required translating customer insights into a market-ready experience, orchestrating cross-company CX alignment, and ensuring regulatory-compliant delivery while operating in the high-stakes, highly personal domain of patient health and wellbeing. Driving Measurable Impact Tim demonstrates a relentless focus on measurable results, both in terms of business performance and user satisfaction. At Honeywell, Tim co-delivered $4.8M in operational savings by enhancing global SaaS usability and streamlining the transition of enterprise customers to a new platform. The work went beyond design improvements, he established clear OKRs, aligned global teams, and created a sustainable framework for continuous improvement. At DCI, Tim drove a 25% sales growth and expanded European market reach by leading product design strategy for new medical equipment. By grounding innovation in user needs while aligning with business objectives, the initiative delivered immediate commercial impact alongside long-term brand positioning. At IMI Cornelius, Tim led research and service design initiatives that improved McDonald’s workflows by 15%, identifying bottlenecks and designing process enhancements that benefited both operational efficiency and customer experience, and helped secure Starbucks as a strategic client by developing a differentiated, research-driven customer experience proposal that directly supported growth objectives. Building Functions, Cultures, and Capabilities Beyond delivering individual projects, Tim excels at building CX functions and embedding customer-centric thinking into organizations. This includes shaping design operations, developing roadmaps, establishing KPIs, and fostering cross-team collaboration. At Ernst & Young, as Associate Creative Director, Tim partnered with stakeholders across IT, FinTech, and strategy domains to promote design thinking and data-informed decision-making at scale. This work helped drive measurable improvements in usability and user satisfaction, while also ensuring long-term alignment between product roadmaps and business goals. At ZS Associates, Tim mentored junior designers, championed accessibility best practices, and reinforced the organizational adoption of user-centered design principles. Whether building new teams, introducing customer research frameworks, or leading advisory boards and co-creation exercises, Tim ensures that innovation is grounded in authentic user perspectives and that organizations have the operational discipline to act on those insights. Bridging Strategy and Execution - One of Tim’s defining strengths is the ability to bridge the gap between high-level customer experience vision and on-the-ground delivery. This means translating abstract insights into concrete design decisions, ensuring consistent micro-experiences across every touchpoint, and integrating research, strategy, and execution into one cohesive process. In healthcare settings, this also means uniting patients and provider feedback into solutions that are not only effective but deeply trusted by patients who return to and engage with consistently. By working with data and analytics teams to define the “metrics that matter,” Tim ensures that CX initiatives are measurable, impactful, and continually optimized. Core Strengths and Expertise - Tim offers a unique blend of skills that span design operations, user-centered design, cross-functional leadership, and lifecycle management. These are complemented by advanced expertise in VOC methods, AI tools, SQL, and leading collaborative platforms such as Figma, Mural, and Miro. Key capabilities include: • Leading end-to-end CX and UX strategy in complex, regulated environments • Driving stakeholder alignment in large matrixed organizations • Translating insights into scalable, compliant, and measurable programs • Designing cohesive experiences through micro-experience alignment • Facilitating workshops and co-creation to uncover root-cause issues • Embedding continuous improvement into culture and process Certifications and Continuous Learning - Tim is committed to ongoing professional growth, he holds certifications in AI Fundamentals for UX, Branding & Customer Experience, Voice of the Customer, AI-Assisted SQL, Product Management, AI Business Fundamentals & Strategy, and Data Science. This blend of creative, analytical, and technical training allows Tim to bring fresh thinking to challenges by leveraging the latest tools and methodologies to design the future of customer experience. A Leader Who Delivers Results and Trust - In every role, Tim has demonstrated his expertise as a strategist, a builder, a connector, and a champion for the end user. By combining design thinking with business acumen, he delivers solutions that balance customer needs, operational realities, and regulatory constraints. The result is a track record of delivering programs that not only meet adoption and satisfaction targets but also creates measurable business value.