Christopher Norton Email & Phone Number

New York, Ny, Us

New York, Ny, Us

—Spearheaded 20+ collaborative whiteboarding workshops focusing on feature prioritization which embedded design thinking into 5+ product roadmaps —Successfully created a democratized research program for 15+ UX Designers via a templated mentorship process which reduced our research project backlog by ~24%—Translated user insights into quantifiable cost savings of ~24% for an internal product via Google’s HEART framework which validated the ROI of our research —Elevated the UX maturity level of our UX team by collaborating closely with 4 designers, 7 product managers, 1 data analytics department, and 4+ engineering teams to foster a culture of research-driven strategy for 5+ agile product lines—UX Research portfolio available upon request

New York, Ny, Us

—Demonstrated the impact of UX research by establishing a usability lab with 75+ users annually and conducted over 60+ UX studies and 6 WCAG accessibility tests —Incorporated the voice of the user into B2B payment tools and credit cards, resulting in ~11% higher CSAT ratings from SMB users of our core product—Employed a range of methodologies, including frequent use of usability testing, user interviews, journey mapping, jobs to be done, competitive analysis, card sorting, accessibility evaluations, and surveys —Developed and documented research operations processes, refined the Confluence research repository to aid stakeholders in finding prior research findings, and trained all newly onboarded researchers

Marlborough, Ma, Us

—Conducted data-driven cybersecurity market research for Cisco, Google, Mandiant, and VMware, and consumer hardware research for Hewlett-Packard and Nvidia—Identified stakeholder objectives to collaboratively define 6 research roadmaps, moderated 100’s of in-depth user interviews, and facilitated multiple focus groups—Streamlined qualitative report production from 2 to 1.5 weeks and automated participant recruitment to save ~$1,500 per research study

Marlborough, Ma, Us

—Managed a team of 3 market researchers conducting comprehensive global cloud computing studies at Amazon and Microsoft—Administered a 1,000+ customer global survey using Qualtrics which led to software feature recommendations that improved a product’s NPS by ~16%—Optimized participant recruitment process for annual surveys reaching 50,000+ customers and reduced costs by approximately 12% per research project

Marlborough, Ma, Us

—Led quantitative analysis for concept and desirability tests, core metrics analyses, market segmentations, and pricing & packaging research studies for 8 tech clients—Developed heuristics for writing effective survey questions, managed data in SPSS, conducted statistical analysis (MaxDiff, Conjoint, Kano, T-tests, Segmentation), and facilitated VP-level presentations about customer preferences for ~4 clients

Philadelphia, Pa, Us

Trip Leader for a cross-country bicycle tour:—Mapped routes, solicited sponsorships, and managed day-to-day logistics for 33 riders from North Carolina to California (3,000+ miles)—Raised $4,000 personally and $132,000 collectively for Habitat for Humanity—Bike and Build (nonprofit) has donated $4 million, built for 120,000 hours, pedaled 6 million miles, and engaged 1,750 young adults in raising awareness of the affordable housing crisis in America

Licensed Rafting Guide:—First Aid, CPR, and AED certified—Trained by Three Rivers Whitewater Inc., a professional rafting company based in Maine—Educated in boatmanship, river geography, hydrology, rescue techniques, guest service, risk management, equipment care, and outdoor trip logistics

Us

Senior Sales Specialist and ‘Geek Squad’ computer technician:—Assisted customers in purchasing consumer technology merchandise —Diagnosed and fixed customer computers, including assembling, upgrading, and repairing hardware and software

Bachelor'S Degree, Management Science With Marketing Concentration

Study Abroad - Semester At Sea Program