• Manage collaborative research projects for product, news, and marketing (among other departments)• Conduct all aspects of usability research including study design, recruiting, moderation, analysis, reporting• Implement diverse research methodologies including surveys, in-person interviews, focus groups, diary studies, and remote testing• Use prototype and concept testing research to inform business decisions• Report research results to stakeholders including design, engineering, and executive teams• Manage customer experience data collection and monitoring to track and improve user satisfaction• Manage Voice of the Customer customer satisfaction and engagement research including longitudinal benchmarking effort and retention research

• Planned and lead journey mapping workshops and projects focused on identifying and removing pain points in various customer/user journeys across industries• Conducted qualitative research with diverse respondents • Conducted audience and brand analysis using Crimson Hexagon and other tools to understand sentiment, reach, and perception • Created personas and empathy maps to deepen understanding of audience/customer identity and needs• Helped clients understand and improve customer satisfaction and user experience• Created concise and actionable reports translating research findings into effective recommendations

• Managed proprietary and secondary research (quantitative and qualitative) • Developed and implemented research plans including of surveys using Qualtrics and Survey Monkey for internal and external clients• Lead usability research for design and navigation • Created an effective Voice of the Customer measurement protocol and ongoing data collection system which informed decision making across the organization• Managed and conducted qualitative research projects including focus groups and in-depth interviews• Measured audience and reach using Comscore, Nielsen Scarborough and other tools• Supporting B2C and B2B marketing initiatives with appropriate research working closely with the product team and various groups across the company • Generated insights used by the marketing and product departments to inform planning and design decisions

• Performed all phases of research, from survey and interview instrument design to data analysis and report writing.• Evaluated diverse energy programs including pilots, on-bill financing, community-based approaches, demand response, consumer electronics, HVAC, lighting, low income, and home performance• Conducted data collection with representatives of various facets of energy supply and consumption chain including end-use customers, utility representatives, program implementers, and industry trade allies• Managed multi-person teams• Moderated focus groups and interviews with diverse participants including technology manufacturers, residential home owners, contractors and installers, utility program staff, and many more.

• Program Evaluation and Logic Modeling• Qualitative Data Analysis• Experimental Design• Market Research and Effects Studies• Market Assessment • Market Characterizations• Benchmarking and Best Practice research• Quantitative Data Analysis

• Conducted research for a collaboration between Portland State University, the University of South Florida, and Arizona State University. • Created a database and experimental methodology for mapping and analyzing pathways from community college to the university and designing effective resources to benefit transfer students. • Used Atlas.ti to organize and analyze interview data from multiple sites.