Led automotive industry-sponsored research on human-robot interaction and crowd navigation, leveraging virtual reality, usability testing, user interviews, and thematic analysis to influence design strategy.

Identified key user pain points surrounding Google Ads policy through quantitative data analysis, comment clustering, and content audits. Insights drove a redesign of AdSense & AdMob user flows, resulting in a 29% reduction in customer support volume and an increase in self-service efficiency.Surfaced and prioritized policy issue themes collected from customer feedback, user journey mapping, product roadmaps, and cross-functional interviews. Gained buy-in for a global policy plan which resulted in a 20% decrease in global policy-related customer issues. Leveraged user sentiment and performance data to uncover the consequences of ambiguous policy violations, advocating for strategic customer outreach. The resulting revenue recovery program achieved a global revenue uplift of $21.9M annually (vs. $3M target), earning a business impact award.

Led product segmentation studies and customer satisfaction survey analysis to uncover key gaps in AdSense customer sentiment, informing customer support process updates. Initiative resulted in a record-breaking 94% customer satisfaction rating (vs. 80% target) and an increase in the global satisfaction target.Conducted ongoing analysis of quantitative and qualitative AdSense customer support feedback, translating findings into compelling data-backed product recommendations. Initiative facilitated strategic partnerships with product managers, resulting in a 30% increase in actionable product feedback.Designed study to understand AdSense community forum needs. Methods included categorizing user issues, forum contributor interviews, internal competitive analysis, and persona development. Utilized findings to optimize forum strategy, resulting in 15% user satisfaction increase and 25% decrease in unresolved queries.

Researched company-wide values and mission through employee interviews and contextual inquiry, resulting in a company-wide values rebrand and the launch of X's first in-house new hire orientation program.

Scoped & conducted User Insights exploratory research by interviewing 21 Dropbox Business users in Brazil, leading to improved Selective Sync product features for Dropbox Business customer segment.