Claire Pacheco Email & Phone Number

Toronto, ON, CA

Toronto, Ontario, CA

Burnaby, BC, CA

• Lead a team of designers and design managers across 3 product portfolios, including product acquisitions
• Collaborated with cross-functional leaders and executive stakeholders to drive strategic initiatives
• Developed tools, frameworks, and templates for the design team to elevate the quality of design work
• Organized and ran team retrospectives, driving subsequent operational improvements to enhance team engagement

Burnaby, BC, CA

• Lead a team of designers to consistently deliver high quality product experiences
• Collaborated cross-functionally with leaders in product, engineering, and marketing to design a new legal payments platform and bring it to market
• Kicked-off and implemented a new design internship program, pairing junior designers with senior designers, fostering mentorship and skill development
• Provided coaching and mentorship through structured development plans, leading to multiple promotions for designers

San Francisco, CA, US

• Manage, coach, and mentor a team of designers across multiple cross-functional agile teams
• Work with product and engineering leaders to craft product strategy and plan product delivery
• Recruit and onboard new designers

San Francisco, CA, US

• Partnered with product management to research and develop a strategy and design a vision for new product experiences
• Ran design workshops to help teams align on vision, create empathy for users, and generate ideas
• Hired and onboarded new designers and mentored junior designers
• Collaborated with product management, engineering, research, and data science to ship new products

San Francisco, CA, US

• Partnered with product managers to conducted research with users and understand the right problems to solve
• Created designs at all levels of fidelity, from early concepts to production-ready prototypes
• Collaborated with software engineers to communicate the design process and iterate on designs throughout the agile development process
• Worked with data scientists to share user needs and understand how to design feedback interactions to support machine learning models
• Tested designs with users, and brought the team along to build empathy

Austin, Texas, US

• Research user needs through various methods, including data analysis, interviews, surveys, and card sorts.
• Collaborate with stakeholders to facilitate and document the needs of users and customers.
• Design and prototype interactive, multi-channel experiences that simplify complex marketing strategies and marketing automation platforms.
• Test prototypes and wireframes with users.
• Write content that empowers the success of Oracle Marketing Cloud customers.
• Design illustrations to support content for internal and external audiences.

Austin, Texas, US

• Provide content design and development support for multiple service design projects and service demand generation projects.
• Design and develop tools and guides to support action plans for customer success workshops.
• Edit and QA copy for service packages, including consulting tools, training guides, and service catalogue information.
• Design illustrations and presentations according to Oracle brand standards to promote customer success services internally and externally.
• Research and write thought-leadership blog posts to empower Oracle Marketing Cloud customers.

Austin, Texas, US

• Consult with Eloqua customer support experts to identify common use cases and challenges for customers.
• Write and edit guides, blog posts, FAQs and other reference documents on Topliners that clarify complex technical concepts and implementation tactics.
• Create inventory of reference material to support the My Oracle Support (MOS) knowledgebase for Eloqua and Compendium.
• Train and coach support engineers to write, edit, and maintain MOS knowledgebase articles.
• Host regular webinar series (Eloqua Power Hours) that provide customers with additional support on technical and strategic modern marketing concepts.
• Identify topics and secure presenters for webinars, and manage all demand generation activities in Eloqua to promote the events.

Toronto, Ontario, CA

• Write clear, user-friendly procedures for frontline agents based on drafts and process maps from subject matter experts.
• Work on the cross-departmental editorial board to help develop and improve standards.
• Work as a back-up editor when needed on day-to-day work, and specific projects.
• Advocate plain language to better serve the end user. Transform complex and confusing rough drafts into simple, logical and clean copy.
• Promote the importance of maintaining standards to business partners.
• Introduce more efficient workflow practices for common technical writer requests.

Toronto, Ontario, CA

• Advise clients on financial products and services that meet their needs.
• Provide technical support for clients of all levels of technical prowess.
• Maintain a balance between the number of calls taken, the number of sales closed, accuracy, quality, and client experience.
• Proactively submit continuous improvement suggestions for changes to the support tool.

Bachelor Of Arts (B.A.), English Language And Literature, Cinema Studies

Certificate, Publishing

Certificate, Technical Writing