Wayfair US 2023 Vision and Strategy

At Wayfair, Betsy led the creation of the company’s first unified customer experience vision and strategy, designed to shift the brand from transactional retail to a relationship-driven platform. Central to this work was the AI-powered “Home-Designer in Your Pocket” concept, which combined personalization, segmentation, and journey design to help customers effortlessly plan spaces and discover products. By introducing a scalable innovation framework and aligning executives, product, design, and engineering, we set a roadmap projected to capture up to 2x share of wallet and deliver billions in potential growth.