Client Experience strategy and research, user experience, and enterprise innovation.Acquired user experience teams to align research practices and create design consistency.Acquired enterprise innovation team to create a client-driven focus for innovation efforts and executive alignment on innovation strategy.Inform value stream roadmaps for digital acquisition, cross-sell, self-service, and agency systems.Continue to manage client experience team and their responsibilities listed below.

Launched this employee resource group for the LGBTQIA+ community and allies in June 2022. Continue to increase awareness, education, and support resources within the family of companies.

Hired to create a centralized client experience department including experience management and strategic research.Attracted and developed a high-performing team who increased demand for research and human-centered design.Established a program that collects client feedback from 75K+ experiences and analyzes 900K+ interactions a year.Triangulated client survey data, research, and operational data to persuade leaders to improve the cancellation experience for clients, resulting in reduced calls to our call centers, fewer refunds, and significant savings per year.Presented client segmentation and insights to all leaders at an internal conference that became the foundation of our enterprise strategy.Shared a concept with our executive leadership team to train and embed client-centric thinking into the organization as a part of onboarding, which launched in September of 2021 with 80%+ enterprise compliance.Partnered with key stakeholders to inform service, product, and marketing portfolios.

Mentored a team of research managers in quantitative and qualitative research methods.Implemented customer-facing digital insight communities for large brands like Walmart and Georgia Pacific.Designed research roadmaps for the communities and product testing standards that predicted successful launches.Exceeded my 2015 sales goal for research consulting by 45%.Experienced 100% renewal rate within my client portfolio for 2016.Moderated forums, research groups, bulletin boards, shop-alongs, and IDIs.

Recommended and successfully led the first attempt to marry new loyalty program data with in-store research, allowing the team to quantify the impact of satisfaction on basket spend.Designed and conducted loyalty program positioning research that informed the loyalty program sub-brand strategy.Conducted package testing and naming research for Walgreens branded products.Managed research in our innovation facility, a mock store.

Designed and managed brand and advertising trackers for multiple industries including hospitality, foodservice, CPG, Retail, technology, automotive, financial, and education.Conducted copy testing for print, OOH, TV, digital, and radio.Trained Account Executives in client service skills and project management.Negotiated vendor partnerships and managed client relationships at leading global companies.

Employed by the Japanese government to develop curriculum and teach English at three high schools.Presented to 100+ government teachers on classroom technology and effective teaching skills.Delivered cultural and job training to 2000+ foreign teachers at a national conference in Tokyo.Developed an English curriculum in collaboration with Japanese co-workers and taught full-time.

Acted as client liaison for MillerCoors.Managed market tracking for on-premise and off-premise advertising.Spearheaded client’s first Hispanic research initiatives including brand tracking and copy testing.

Promoted from Assistant Project Manager to Project Manager within 6 months.Simultaneously managed a workload of 30+ global and domestic research projects at any given time.Spearheaded development of training documents and taught courses to multiple North American offices.Managed financials for all projects with a proven success for keeping costs under budget.

Development intern assigned to research four global companies with merger or acquisition potential.Created and presented insights to global executives from various departments.Praised by the VP of Strategy & External Development on my presentation skills and research abilities.