Claire Allen Email & Phone Number

Worcester, Ma, Us

• Developed and implemented Journey Management methodology at MAPFRE• Introduced and developed Service Blueprinting collaboration with Business Process Management process analysts• Developed CX/UX Insight Management making previous research results available, searchable, and easily findable to enhance the operational efficiency and effectiveness of the CX/UX Research function• Designed and implemented a system of interactive customer journey maps and nested sub-journeys to enable quick and easy review of journeys improving adoption of customer journeys and improved customer-focus at MAPFRE• Designed and conducted CX/UX research studies such as user interviews, customer focus groups, usability tests, and competitive research; Presented findings and actionable outcomes to business stakeholders and business stakeholders• Trained and mentored team members on CX/UX Research methodologies and delivering these services • Designed and conducted customer journey mapping/review sessions identifying customer steps and interactions, pain points and gaps from customer expectations, leading to opportunities for improving the customer experience; Presented findings and actionable outcomes to business stakeholders and business stakeholders• Conducted ideation sessions to identify solutions using Design Thinking methods including divergent thinking for innovation and convergent thinking for solution identification and design• Collaborated on the design and development of MAPFRE quote application that was Winner of the 2019 JD Powers Quote Award; involvement throughout all phases of application development, from exploratory to validating design

• Designed and developed the user experience and service design for online consumers• Implemented customer-focused design methodologies and tools in the solution design process • Analyzed and optimized online experiences to improve customer satisfaction and meet business objectives

• Responsible for the branding, design, layout, and coding (HTML) of MAPFRE websites• Responsible for intake of website update requests, prioritization and assigning resources• Facilitated deployments of HTML code updates including scheduling, code check-in and release testing

Bachelor'S Degree, Information Technology

Certificate, Web Design And Development

Certificate in Web Design, December 2008 Certificate in Web Development, May 2010

Certificate, Computer Web Applications

Computer applications and programming combined with web development tools and approaches