Lea Refice is currently the Senior Director of User Experience for Comcast’s Customer Care Operations. She leads the strategic vision for the tools and technology that are leveraged by thousands of frontline agents world-wide. Her role spans all touchpoints in the Comcast Customer Care experience across phone, chat, SMS, and more. Leveraging user-centered techniques, Lea directs the content, tone, and interaction design across product experiences. She guides the organization toward empathetic approaches, lays the path for innovation, and champions new products that enable best-in-class customer service. Lea began her career at Comcast back 2016 as the Director of Comcast’s interactive voice response system, 1-800-Comcast, designing its journey and governing day-to-day operations.
Prior to joining Comcast, Lea was a UX Manager at Verizon in the Design and Innovation organization. She led field research initiatives, facilitated workshops, and engaged cross-functional teams (strategy, insights, design, technology) into reaching creative, human-centric solutions. Her career includes a number of positions as UX designer, Information Architect, and User Researcher proving a true passion for making people’s lives better.
Lea is an established user experience leader with over 15 years in the field of interactive design. She has managed and supported teams with cross-functional skills in interaction design, research, usability and visual design. She holds a M.B.A. in Human Factors and Marketing from Bentley University and a B.S. in Computer Science from Villanova University.