Research Consultant, Cx Lab
Mountain View, Ca, Us
Google's CX (Customer Experience) Lab creates insights for Product, Engineering, Marketing, Sales, and Customer Support to improve the experience for our customers using Google advertising products. • Quality Assurance- Co-created a Quality management system for the Lab's research calls and notes. - Managed the execution strategy for Quality pilot rollout across 2 project in Q4’17 with all timeline milestones achieved on time. Results were reported to the exec-level and approved for scaling. - Successfully scaled research Quality management process in Q1'18, which added 0.92 additional research call capacity per consultant per day, doubling research interview output. • Capacity Planning - Managed the execution of Lab's largest-ever project capacity planning, driving a 150% increase in research call productivity for the team; team achieved 107% to OKR target for Q1'18.- Captured team’s planned vs. actual capacity usage, cataloguing over 95% of team’s capacity currency, driving 66% of said capacity towards core functions and pursuing reductions in non-research capacity consumption in the Lab.• Business Scaling- Created a postmortem to identify, record, and improve upon the challenges faced in Large Customer Sales account recruitment and to be used as the Lab scales out to new service channels, products, advertisers in Q2'18.- Drove the initiative to scale recruitment of research participants in Q2'18, using vendor teams in the Philippines, increasing Lab's research project capacity by 25% per quarter, reduced recruitment cost by 40%. Presented a business case to the exec-level.
