Manage intake, prioritization, and execution of UX research projects supporting six product teams by delivering actionable insights from generative and evaluative studies through journey maps, findings decks, story-telling, and personas. Directly facilitate cross-functional collaboration via workshops and read-outs.

Identified and created 13 behavior-based personas which product managers, designers, and marketers used to guide decisions during product development and launch, and to prioritize user goals. Led an in-person research event at our customer conference, where our concept-testing sessions attracted 25% of customers in attendance, gathering a large sample of qualitative data in a two day period and signing up 15 new customers for a beta program.Developed and leveraged two templates for creative share-outs of insights, increasing the visibility of the UX research function and doubling project requests in the following quarter.Co-facilitated two multi-day design workshops with product and non-product stakeholders, deciding the MVP features for our mobile design strategy, which are both now in development. Established a research request intake form and project documents which standardized the deliverables and timeline expected across the organization. Ran exploratory interviews and concept-testing sessions with 20 customers that informed how to optimize a new card-management product targeted at departmental spend, which gained 102 new customers in the first year.

Worked with a team of 9 designers and product managers across the organization's suite of solutions to identify research questions for new products, enhancements, and features. Designed research plans to address those questions and gathered user insights with a variety of methods, including moderated and unmoderated usability tests, user interviews, concept-tests, service blueprints, and surveys.

Lead team in a redesign of the implementation process, which was put into practice and resulted in decreasing the typical number of setup calls with the customer from five to four. Managed an average of 10 enterprise clients' implementations at a time, working with multiple stakeholders to execute goals of project.

Investigated and responded to customer questions, maintaining an overall satisfaction score of 95. Prioritized bugs with the product and engineering teams and assisted with user research studies. Documented customer product feedback, tracking reach and potential impact of the requested feature.

Tutored students of all college years to improve style, structure, and clarity of their writing assignments. Helped students develop their own writing skills through prompting them to describe the logic of their ideas and recognize patterns of error.

Qualified and contacted potential clients of Threadloom software. Researched and compiled competitive industry analyses that were used to inform product features and pricing. Developed an implementable proposal for customer retention strategy.