Manage and lead all aspects of user research focused on payments experiences across consumer and business users. Collaborate with cross-functional stakeholders to identify research objectives and plan user research activities; conduct both qualitative and quantitative analysis; present actionable research findings and compelling user stories to executive leadership, business stakeholders, and cross-functional teams. - Spearheaded research efforts on a Google-wide initiative to help shape the next-generation of checkout experiences for consumer users across multiple products including Google Pay, YouTube, Chrome Autofill, and Google Play Store. - Conducted informative research for business signup within Korea to include a personal verification process; the findings helped Google Cloud and Ads with planning out releases and mitigated drop-off risk by 45% before launching.- Led a research program focused on SMB users, which influenced product directions and development decisions to improve the user experience on the company’s top revenue products impacting an audience of nearly 6 million customers.

Consulted based on business goals and conducted remote user research with 150+ consumer and enterprise customers across industries (eCommerce, Education, Gaming, Finance, Healthcare, Tech). - Independently led and drove research process end-to-end: study planning, data collection/conducting interviews, analysis, generating data-driven insights, and findings debrief and presentation.- Conducted qualitative UX research projects utilizing multiple methods such as usability assessment, competitive analysis, moderated interview, journey mapping, and benchmarking, etc.- Developed strong project management skills to handle multiple projects at the same time and closely collaborate with various stakeholders.

Developed strong business communication skills and became highly adept at various online UX research tools including UserTesting, GoToMeeting, and Zoom. - Interacted with customers daily via Desk support tickets, SnapEngage chats, and phone calls, to help with their usability testing needs and providing test plan review.- Facilitated research moderated sessions across different types of studies and platforms.

Conducted in-field user interviews to obtain ethnography insights, synthesized with customer online feedback, and provided actionable recommendations to the product team.- Managed online forum to collect and categorize feedback from customers.- Researched based on user feedback and make improvements of current UI design.- Conducted user interviews and to improve usability of the product.

Course: COGS3 - Introduction to Computing- Held weekly discussion sections and office hours to provide in person, one-on-one help to students.- Helped design weekly assignments and graded students' submitted works. Course work included using command line, coding in HTML/CSS, data visualization etc.- Contributed to weekly TA team meetings.

- Daily interacted with customers through phone calls and emails to troubleshoot computer, network, and user account problems. - Frequently communicated feedback about campus computer and phone systems to improve user experience.

- Daily interacted with students who came with problems, and develop mentorship to help them better acquainted with campus life.- Planned and coordinated with program coordinator to organize events, monitor deadlines and facilitate communication with program participants & coworkers.- Frequently organized campus-wide events that promote diversity and internationality

- Assisted a post-doc researcher doing studies about reading in Chinese by using Eye-tracker to run subjects and studying subjects’ eye movements.- Assisted two researchers designing research questionnaire by using Qualtrics with customized Javascript code.