Makenzie West
Greater Seattle Area
Summary
Design Studio leader with over 15 years of experience in residential homebuilding design, customer experience, and team leadership. Proven track record in creating exceptional client experiences, driving operational efficiencies, and delivering design solutions that support sales and business growth. Seeking a collaborative environment to leverage leadership and industry expertise to optimize studio operations, elevate client satisfaction, and expand organizational impact.
Overview
8
8
years of professional experience
Work History
Director of Interior Design
Thomas James Homes
Bellevue, Washington
04.2024 - Current
- Recruited to transform a custom build model into a scalable luxury production design studio, establishing operational systems, standards, and a premium client-experience framework.
- Built the interior design infrastructure, including documentation, organization, design package templates, specification frameworks, budgeting processes, and a design finish and feature program aligned with asset exit value. Reduced design package turnaround deliverable from 15 days to 3, and streamlined Design Package from 58 pages to 16, improving clarity, accuracy, and cross-functional efficiency.
- Designed and implemented a client-centric appointment journey, condensing a 10+ appointment process into 4 thoughtful, elevated sessions designed to anticipate client needs with comprehensive design and lifestyle questionnaires, expectation-setting, and follow-through, enhancing personalization and client satisfaction.
- Developed a comprehensive options program from scratch, aggregating market insights, competitive analysis, and buyer preferences; established premium vendor/manufacturer partnerships to provide margin-positive, design-forward offerings.
- Developed a spec strategy for acquired projects and defined design windows tied to construction timelines, enabling timely client decisions, accurate purchasing, and seamless collaboration with construction and trades.
- Led the onboarding and selection of all products, features, and finishes, coordinating with trades, vendors, architects, and construction to align quality, pricing, and specifications with business objectives and client expectations.
- Standardized core design and construction elements including cabinet layouts, product specifications, finish standards, and interior construction details to ensure consistency, reduce variance, and improve buildability.
- Provided underwriting support through market analysis, design feasibility, and budgeting to ensure profitable, high-quality project delivery.
- Built and led a high-performing design team, establishing structure, elevated standards, and collaborative workflows, while fostering a culture of trust, growth, ownership, and exceptional client service and experience.
Design Studio Manager
Tri Pointe Homes
Bellevue, WA
04.2019 - 04.2024
- Spearhead the overall management of the Design Studio, including strategic planning, process improvement, creative problem solving, talent retainment and development, product and design curation, and optimized operational effectiveness.
- Manage a design studio and design team that exceeded all metrics and generated over $11m in option revenue in 2023.
- Foster a client focused customer experience that led to a YTD Move-In Eliant rating of 97.1%, the highest amongst all divisions for 2023.
- Create dynamic designer (spec) home strategies using trend and market analysis, with a range of innovative and on-trend designs that meet the demographic and price point needs of the organization.
- Oversee model home and new home gallery merchandising, including marketing research, creative design development, playbook and order ownership, interior design firm and vendor management, and quality assurance oversight.
- Collaborate with internal stakeholders on new product development in schematic and design charettes, support sales and construction in the weekly business plan review, partner with the purchasing team for margin and option analysis and contribute leadership acumen to the customer experience leadership team and operational leadership team.
- Recipient of Innovation Award ’19, Heart Award ’21, and Momentum Award ’23
Lead Design Consultant
McBride Homes
Chesterfield, MO
01.2018 - 01.2019
- Responsible for the development and implementation of new processes, recruitment, training, and design curation for a newly opened design studio.
- Conducted customer needs assessments and lifestyle analyses to adeptly showcasing product features and benefits which provided valuable investment insights and guided homebuyers through the design studio process. This approach maximized sales potential resulting in $5m in personal option revenue while delivering memorable experiences tailored to each client that achieved rave reviews (google) and 227% increase in referral rates.
- Collaborated closely with the VP of Purchasing to conduct thorough sales and revenue analyses which leveraged insights to evaluate and adjust product offerings and pricing strategies, ensuring alignment with market demands and company objectives.
- Worked in tandem with the Architecture Department to develop innovative electrical blueprints and cutting-edge kitchen designs, contributing to the enhancement of overall product offerings and customer satisfaction.
- Lead role in training both new Design Consultants and new Sales Managers on company vision, values, procedures, product knowledge, floorplan comprehension, new construction essentials, sales/service techniques, and Sapphire Configurator to ensure consistency in best practices and achieve the best home buying experience.
- Responsible for creating and developing the following: Group Preview Appointment: in-depth product, vendor, and trend knowledge presentation. Personal Design Appointments: consultant email and phone scripting, process checklist, customer tracking log, appointment process and verbiage. Design Coordinator Development: call logs, customer logs, phone scripting, email scripting, and scheduling/front desk procedures. Design Studio Development: appointment policies and procedures, design consultant best practices, website verbiage, design studio brochure, welcome packet, customer experience checklists, Vision Builder, and Exterior Guide.
Education
Bachelor of Science - Biomedical Sciences
Missouri State University
Springfield, MO01.2019
Associate of Arts -
SLCC
St. Louis, MO01.2017
Skills
- Design management
- Vendor partnerships
- Specification development
- Project documentation
- Client experience strategy
- Cross-functional collaboration
- Team leadership
- Talent development
- Market insights analysis
- Creative problem solving
Accomplishments
- Certificate of Completion – SLII Leadership Course, Ken Blachard
- Certification of Completion – DC Pro Design Consultant Professional Course, Jane Meagher
- Executive Coaching/Training – Leapfrog Innovations, Richard Eaton
Timeline
Director of Interior Design
Thomas James Homes
04.2024 - Current
Design Studio Manager
Tri Pointe Homes
04.2019 - 04.2024
Lead Design Consultant
McBride Homes
01.2018 - 01.2019
Bachelor of Science - Biomedical Sciences
Missouri State University
Associate of Arts -
SLCC