Manager, User Experience Research + Experience Strategy | New Product Innovation

• Established the first-ever Experience Innovation UXR Organization - designed to compliment product, design, engineering, marketing and data teams - to bring a suite of industry-first innovations (AI, AR, VR + Biometrics) to 144 million annual travelers. Some key wins include:

  • Insights: In-depth, foundational psychosocial understanding of the modern day traveler

  • Business: $1.2 mil. in annual savings by leveraging underutilized, cross-functional data

  • Product + Customer Service: 24% reduction in customer support call volume while increasing the adoption of self-service tools by 47% in 12 months

  • UXR Team: 25% faster research cycles by streamlining UXR processes, increased stakeholder engagement and grew the research function by 200% in 12 mos. to lead a team of 7 direct reports across strategy, research and design

Lead - UX Researcher, Digital Products

August 2021 - December 2021

• Drove existing product growth and adoption by 39% through intake, planning and execution of strategic quantitative and qualitative UX research efforts across multiple functions

• Lead 56+ long and short-term foundational and evaluative research projects with varying complexity using quantitative analytical methods, diary studies, market research, social listening, secondary data and industry reports, surveys and in-depth interviews resulting in end-to-end customer journey maps and new digital and physical products and services

• Governed vendor relationships and negotiated $750k+ of resource contract agreements

Case Study: Solving the $140 Million Oversold Flight Problem

Research-focused CX strategy for B2B software-to-SaaS migration

Lead - UX Research, CX Center of Excellence
March 2021 - August 2021

Partnered with leadership to engineer and implement a Center of Excellence UX Research practice to serve a portfolio of 16+ digital products

Vetted, hired and managed outside vendors as needed to support multiple workstreams

Expertly navigated a variety of UX+CX Research methods in hard-to-reach spaces including in-depth interviews, cognitive walkthroughs, usability studies and contextual inquiry

Worked with 3rd party experts to design and manage a recruitment panel for hard-to-reach users

Senior Researcher - CX Center of Excellence
August 2020 - March 2021

Created and managed a research program to bring user-centered design approaches to the strategy and design of a portfolio of 16+ products, including AR/VR content creation, management and storage with video libraries

Worked on interdisciplinary product development teams with both internal and external large stakeholder groups, and internal and external talent (working in house working with agencies)

research and strategy in a fast-paced, scrappy startup energy

Senior UX Researcher, Innovation + Product Strategy
January 2020 - August 2020

Collaborated with designers, project managers, and engineers to identify research roadmap activities to support product feature releases and future concepts for exploration

Lead team innovation sprints and incorporate user centered design activities throughout the product, including co-creations, workshops, interactive lab days and regional pitch competitions

Demonstrated strong client-relations skills while working with several nationally recognized brands while working within their various ways of working and comfort levels with UCD, UX and collaborative activities

strategic experience consulting

Senior UX Researcher + Insights Strategist - Emerging Technologies
March 2017 - August 2019

Lead an 18-month program for 6 studio teams of agile UX Research, resulting in the BCX 2019 Award for Best Banking Customer Experience for mixed eCommerce, digital and physical experience innovation

Designed research strategies for TV consoles and remotes, gaming consoles and remotes, phones, tablets, desktop and voice with both adult and minor audiences for two major technology companies

Consumer Insights Strategist - Emerging Technologies
January 2016 - April 2019

Planned and conducted research within both Agile and waterfall framework including project scoping, scheduling, budgeting, staffing, recruiting, legal logistics, technical logistics, study moderation, data analysis, reporting, and team communication

Studied commercial content for brands such as Jeep and Samsung to explore how commercials and media content translate to phone, VR and AR experiences and conversion probabilities