Capably led strategies, plans, teams, projects, and activities involved in customer experience research of business systems, products, and business approaches for Fortune 500 companies and leading non-profits.– Created back-to-office, employee-experience planning guides based on in-depth, qualitative interviews, secondary research, and employee workshops for a 400-person organization.– Directed, managed multi-disciplinary teams throughout research, synthesis, and analysis.– Mentored junior team members on best practices for effective research client interaction.– Planned and facilitated comprehensive, interactive workshops with customers, users, and other stakeholders to gather, explore, confirm, and prioritize experience feedback.

Led UX and customer experience research into business systems, products, and strategy on multi-disciplinary teams serving clients in financial, customer, and business services.– Improved bounce rate by 48% in 3 weeks from launch and engagement by 46% in 1 month from FSP-customer commercialization study.– Created rapid lo-fi prototypes and A/B testing concepts for remote user testing and live testing.– Collaborated with multi-disciplinary teams through analysis and synthesis.– Created and presented detailed documents to clients that clearly communicated insights and recommendations.

Consulted with other content strategists and cross-functional team members on strategies, plans, and initiatives for the successful execution of internal content as well as client-facing content.– Created a university hospital’s nursing program magnet submission, from content workflow to copy editing and publishing of 430 evidentiary articles.– Developed an intranet content strategy for a global logistics and transportation provider leading into the 2020 coronavirus pandemic.– Performed thorough interviews with customers and stakeholders to gather experience-related information and produce empathy-driven designs.

Managed end-to-end research initiatives for client-facing and internal content, from initial strategies and plans to content execution and results analysis.– Led content inventory and audits for consumer marketing and ecommerce website designs.– Developed playbooks for sales-team onboarding, tactical execution across telecom's divisions.– Led card-sorting and tree-testing studies across a major automotive manufacturer’s national dealership network.

Worked closely with clients to understand content needs and collaborated with the project team of researchers and designers to develop information architecture that meets those requirements.– Designed and developed content based on specific findings.– Planned and executed pharma marketing and ecommerce web redesign content strategies.– Created content strategy for telecom consumer relationship playbooks nationwide.– Advised on content strategy offerings and requirements in business development.

Executed on clients' and programs' content strategy.– Led the migration of the intranet for a global transportation provider.– Inventoried and updated telecom’s sales strategy content across multiple lines of business.– Conducted user interview and surveys for pharma marketing and ecommerce IA in order to analyze feedback.– Managed copy-editing across the studio programs in Philadelphia (BD, contracts, deliverables).

– Copy edited and fact checked articles for Drexel University’s independent student newspaper– Worked with chief copy editors in orienting new copy editors

Secured and administered the lobby for the safety and comfort of the students:– Assisted students with package deliveries– Assisted students and staff with building access, including the front door, security gate, mail room, and personal residential spaces

Studied and supported the Electronic Ink content strategy team throughout the design process, from business development through client service:– Proofed client-destined documents and co-worker submissions to design-industry publications– Curated content for RFP and RFI submissions– Submitted weekly industry-analysis summaries on content-strategy services and practices in an effort to work with senior content strategists to develop a direction for the relatively new Content Strategy department– Performed web content usability audit of a financial service provider's members portal– Recorded minutes at company meetings and distributed weekly project-update emails

Supported Policy and Community directors, and Committee of Seventy executives and board members with mission to support free and fair elections in the Philadelphia area:– Research into candidates’ policy, platforms, and news for Seventy.org's election coverage– Updated online Pennsylvania Primary guide with candidate summaries and state and local deadlines– Proofed and fact-checked the Committee of Seventy’s 2010 Voter Information Guide – Assisted election protection efforts as a field volunteer and team leader on election days

Supported the Quaker Information Center (QIC) director with managing the physical and online spaces dedicated to sharing Quaker history and philosophy:– Managed quakerinfo.org, including a performing a content inventory, updating job & volunteer opportunities, and creating a glossary of Religious Society of Friends terminology– Managed, updated the donor database– Managed, restocked literature displays