Steve Choi
INNOVATION & DESIGN STRATEGIST
© 2022 by Steve Choi. All rights reserved.
ABOUT ME
Thank you for visiting.
This site offers a glimpse into the work I’ve led across organizations of all sizes, from global enterprises to agile startups. It showcases my strategic approach to problem-solving, solution frameworks, and UX design, all aimed at driving sustainable transformation.
With a relentless curiosity about the underlying dynamics of systems, I am dedicated to uncovering new connections and unlocking opportunities for growth. I believe the most impactful solutions arise when we seamlessly integrate logic, desirability, and collaboration—partnering with high-caliber teams committed to delivering results.
This portfolio reflects my 15+ year journey of leadership and mentorship, shaped by my work with exceptional colleagues and mentors. It represents my evolution as a strategic leader in innovation, design, and customer experience, guiding organizations toward long-term success.
PROFESSIONAL SKILLS
MY CORE COMPETENCE
STRATEGIC PLANNING / FORMULATION
14+ Yrs
Comfortable with ambiguity, creating hypothesis, planning scenarios and weaving together into a compelling story in collaboration with various stakeholders/functions to turn into actions backed by executive sponsorship
INNOVATION &
DESIGN PROCESS
10+ Yrs
Developed and implemented various CX and service innovation projects by adopting design-thinking process within the organization's existing solution development practice to maximize buy-in from the sponsors. Some of the former experiences include developing customer journey map, service blueprint, on-offline B2C UX design, B2B process design, etc.
CONSULTING &
ADVISORY SERVICE
7+ Yrs
Former business strategy consultant at IBM Global Business Services specializing in Innovation & Growth practice and freelance consultant delivering advisory service on various business innovation and CX design domains.
PROJECT MANAGEMENT
17+ Yrs
Successfully managed and delivered various projects comprised of 4 to 12 people. Experienced managing end-to-end lifecycle of a project (i.e. planning, development, implementation, monitoring and improvement) and building teams from diverse backgrounds and regions.
RESEARCH & ANALYSIS
17+ Yrs
Hands-on experience collecting market information, internal capability assessment and conducting competitive analysis for any projects or strategic planning efforts. Seasoned in both quantitative analysis (KPI, ROI, Survey, Data, etc.), qualitative research (in-depth interview, quasi-ethnography, focus group, etc.), synthesis and insights generation.
MY FREQUENTLY USED TOOLS
LANGUAGES I'M FLUENT IN
ENGLISH
American
ESPAÑOL
Spanish
한글
Korean
PORTFOLIO
MY LATEST WORK. SEE MORE >
EXPERIENCE
2021 - 2022
SAP
Innovation Advisor, Asia-Pacific & Japan
Develop Digital Experience Innovation program to co-innovate with SAP customers in the region by applying the human-centered approach to innovation framework. Support regional teams on design research, service blueprinting and experience strategy.
2019
DUN & BRADSTREET
Lead, CX Service Design
Helped identify and design linchpin moment in the customer journey to improve customer retention.
2018
JOHNSON & JOHNSON
Senior Manager, Innovation Programs
Led research initiatives and facilitated workshops on innovative healthcare business models, including sutur and ambulatory surgery centers, to drive strategic growth and operational efficiency.
2017-2018
SIMPLE GLOBAL / ROMAX TECH
2014-2017
Freelance Consultant, Design Process & Facilitation
Provided CX insights and advisory service for SaaS platform development and facilitated design-thinking workshops / training sessions to help clients build strategic roadmap for product or growth.
SAMSUNG ELECTRONICS AMERICA
Senior Manager, Innovation Programs
Created Customer Care innovation playbook and led strategic planning and implementation designed to elevate CX to improve retention.
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Manager, Process Innovation & Strategy
Led and developed various IT projects designed to optimize efficiency and UX to improve KPIs and OPEX.
2008-2012
IBM GLOBAL BUSINESS SERVICES
Senior Consultant, Innovation & Growth
Provided Innovation & Growth strategy consulting services to leading clients and helped close $100M R&D deal with the local biomedical consortium.
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Manager, Market Segment / HR
Developed top-talent acquisition program for HR and managed $300M+ consulting market segment.
2006-2007
EMI MUSIC NORTH AMERICA
Business Analyst
Managed systems integration projects and generated analytical insights.
2004-2006
LG CNS AMERICA
IT Operation Analyst
Led Six Sigma projects to improve IT service quality by 56% and conducted user training.
2022 - Present
CHANEL Korea
Senior Manager, CX Strategy
Established the K-Factory CX team, integrating user research into the digital ecosystem; redesigned omnichannel registration journeys across 20+ touchpoints; and initiated psychological safety programs to strengthen collaboration and innovation.
CONTACT
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