Designed and moderated interviews with a cross-sectional sample of customers and coordinated scheduling to include key stakeholders as observers to facilitate change management and incorporate their insights in later analyses.Synthesized data from interviews, surveys, and business metrics to define the customer journey and identify moments of truth in that journey, creating an end-to-end visual journey map to democratize findings across the organization.Directed cross-work stream ideation by organizing a full-day workshop, generating a set of actionable concepts to enhance the customer experience and lead to improved business outcomes such as reducing churn and call volumes.Secured executive engagement and sponsorship for multiple experience enhancement initiatives by effectively communicating research findings, mapping outcomes, and the impact of moments of truth on business metrics.Optimized communication of service disruption events by designing a multi-channel communication strategy leveraging existing processes and addressing internal reporting gaps.Realigned approached to chronic issues with customer needs by escalating repeat issues sooner, removing redundant experiences, improving internal visibility, and better orchestrating involvement of partners.

Elevated the quality of customer insights, and resulting design and product decisions by implementing best practices in research, developing standardized study templates, and providing mentorship in the creation of research questions and plans, research and interview execution, and data analysis for product owners and designersProvided rich customer insights through use of a mixed methods approach including (data analytics, app activity tracking analysis, customer surveys, customer interviews, and usability testing) and democratized findings through email digests, customer interview highlight slides for an operational committee, and interview summary posts into the product team slack channelStreamlined B2B customer recruitment processes by establishing a participant tracking database, creating reusable SQL queries for faster participant screening, and standardizing recruitment templatesIntroduced and integrated advanced methodologies such as customer journey mapping, design workshops, and usability testing into the product and design teams, resulting in more user-centered products and improved overall design quality.

Conducted design workshops to gather journey requirements, facilitate customer-centric design choices, and draft customer experiencesIdentified customer risks & mitigations strategies, cross work-stream dependencies for an merger/acquisition onboarding experience for customers with diverse product needs through multiple journey design workshopsDocumented current state journeys for multiple products spanning branch, contact center, web, app, and mail interactions to design an effective “go paperless” campaignIdentified risks and opportunities for an existing customer digital enrollment experience by documenting and assessing the end to end experience, analyzing VOC data, and assessing competitive experiencesIdentified a critical experience contingency between projects due to overlapping and shifting timelines, documented and presented the issue in multiple escalation meetings to ensure resolution and mitigationManaged a proof of concept for a new journey analytics tool and assessing the health of customer journeys across multiple data sources related to a key strategic initiative

Built and led a high-performing UX research team with diverse backgrounds and experiences, managed prioritization and execution of research projects with overlapping timelines, enabling the team to effectively tackle multiple research projects and deliver high-impact insights that drove user-centered design improvements.Leveraged usability studies, card sorts, customer interviews, VOC reviews, and competitive analyses of the entirety of an online banking experience to support the creation of a new design system and to identify and prioritize pain points to be addressed during the implementation of the design system.Supported the review of and implementation preparation for a new mobile banking app back-end and UI template through quick heuristic\expert reviews, competitive analyses, and functional gap comparisons to identify potential usability issues and experiences where new development may be requiredEnhanced availability to UX research support by launching and managing a UX Research office hours initiative, providing crucial support and feedback to designers lacking dedicated research resources both in terms of intake of new research as well as feedback on research conducted by designers.Optimized agile UX processes by designing and refining UX workflows within a mixed agile environment, including project intake, tracking, artifact storage, and scrum ceremonies. These improvements streamlined processes, increased project efficiency, and enhanced team collaboration.

Designed and executed usability studies, user interviews, and contextual interviews with both remote and in-person participants for web (desktop & mobile), app, and ATM UI’sBuilt static and interactive design prototypes & wireframes using Axure and InVision to expedite testing, illustrate study findings, and convey design suggestionsElevated organizational understanding of cognitive and behavioral psychology principles related to design and decision making through lunch and learn presentations and by injecting concepts into usability presentations, as relevant, to improve design choices and the impact of change deliverySynthesized data from VOC channels, industry best practices, technical constraints, and business requirements to identify opportunities to optimize the user authentication recovery flow and generate a prototype user flow that was later adopted by the companyStandardized communication strategies for the new mobile banking app by identifying the need, and supporting the creation of, a global messaging framework to standardize the presentation of various messaging types across the mobile app including location, color, and content. This framework was used to facilitate the implementation of all messaging within the app going forward.

I successfully defended my doctoral thesis title: The image of Post-Encoding Caffeine Treatment on Memory Consolidation.