Leading customer research that informs the strategy and development of products and services in building a secure, multi-region, Tier-1 data exchange for Amazonian people data, powered by AWS, to support builders across Amazon that have created thousands of innovative systems that Amazonians rely on everyday. We support over 3.5m employees and contingent workers, and share over 1 trillion employee records every year through billions of API calls to our services. Advocating for user needs, challenges, priorities, and key considerations while collaborating with a team of product managers (PMTs), technical program managers (TPMs), software engineering managers (SDMs), software engineers (SDEs), and data engineers.

Conducting end-to-end primary research (qualitative and quantitative), elevating customer insights to influence product strategy, and partnering with a variety of cross-functional peers and stakeholders (e.g., Product Managers, Designers, Content Strategists, Engineers).

- Managed a team of user researchers, including on-call staff, who are located in several locations around the U.S.- Worked collaboratively to understand user experience goals and gaps, gathered requirements from project managers and clients to understand project needs, develop work plans, and coordinate researcher resources in a matrixed staffing environment.- Proactively communicated to manage client expectations, project plans and timelines.- Participated in collaborative user-centered design initiatives across the company.- Continued senior user researcher responsibilities including identifying target audiences and creating personas, conducting heuristic reviews and competitive analyses, developing usability test plans and conducting user research activities, interviewing stakeholders and users to inform journey maps, user flows, research plans, and prototype designs.

- Part of ICF’s Experience Practice (Public Sector Group | Next Government | Digital Line of Business) that crafts product strategy and design, content research, and user experience research. Delivered user-centered approaches and consultation to a wide range of government and commercial clients. Worked with multi-disciplinary and scrum teams applying Agile Methodology.- Contributed to projects’ full cycle including journey mapping, task designing, literature reviews and competitive analyses, heuristic evaluation and usability reviews, stakeholder and user interviews, various types of usability testing, and summary reports.- Planned and facilitated design thinking, journey mapping, and marketing planning workshops for clients at various stages of a project cycle. Organized individual and group activities according to needs.- Maintained regular and consistent updates and presentations for clients with actionable recommendations and deliverables.

• Designed and implemented multiple research projects that involved identifying research questions and goals, compiling literature reviews, determining appropriate research methods, generating and testing hypotheses, collecting and cleaning data, and analyzing and writing research results.• Designed and executed large-scale quantitative content analyses, online experiments, surveys, and questionnaires.• Led research on audience’s interest level and its relationship to engagement with news online in partnership with a Washington D.C.-based news organization.• Presented research annually at international and national academic conferences (e.g. AEJMC, NCA, ICA).

• Taught four undergraduate courses on audience theories and analytics, media literacy, and journalism history.• Advised faculty on course design and class lectures of five undergraduate journalism courses.