Roger Ho Email & Phone Number

Boston, Ma, Us

Boston, Ma, Us

Served as the experience design leader for Wayfair's Enterprise organization, managed a team of Experience Designers to create innovative, end-to-end user-centered design solutions that transformed the customer experience.Led and communicated the overall experience design vision, mission, and strategy for the Enterprise organization. Defined guiding design principals, articulated a bold and inspiring design vision, and charted a 12-18 month roadmap for design initiatives that delivered business results.Rebuilt and grew the design team from 3 to 9 members by attracting and retaining top design talent, fostering a culture of collaboration and learning, and setting clear goals and expectations for the team.Collaborated with cross-functional leaders (product and engineering) and senior leadership to co-create a north star vision for the organization’s products, driving towards a seamless, scalable, and delightful user experience.Empowered our senior leadership team, stakeholders, and cross-functional teams by enabling access to qualitative and quantitative user data and insights for all high-priority and high-impact initiatives. Implemented user-centered design processes and methodologies, resulting in a more efficient design process, a higher level of design impact, and a consistent, delightful design experience for users.Oversaw projects from discovery, definition, and ideation to delivery, and testing. Managed delivery of UX projects, allocating resources and prioritizing initiatives to achieve business objectives, resulting in improved customer satisfaction, increased sales, and reduced operational costs.Established UX KPIs, design success measures, and a strategy for capturing user sentiment and behaviors across the portfolio using new tools such as Qualtrics and FullStory, empowering cross-functional teams and stakeholders with real-time user qualitative and quantitative insights by driving data-driven decisions.

Zurich, Zh, Ch

Led the overall UX vision, research, and design strategy for iptiQ’s agent (B2B2C) and consumer digital products (D2C). Redesigned the application experience, increased click-thru rates, conversion rates, and reduced calls to agent support centers. Developed an Experience Design headcount strategy and received approval for additional User Researchers and Designers.

Boston, Ma, Us

Led a team of UX designers and researchers aligned to the Global Enterprise Product portfolio. Facilitated design thinking workshops and design sprints with business, product, and technology leaders to co-discover, co-create, and validate concepts through qualitative and quantitative user research.Define and oversee the research, design, and experience strategy for the 50,000-employee global talent and enterprise products and services portfolio. Enabling our executive leadership team to make decisions based on established quantitative and qualitative user insights by clearly articulating the story and value delivered ($1+ million efficiency savings)Trusted by our CIO and senior business leaders to create and deliver an initial strategy and vision for our employee's return to workplace digital experience under significant time constraints (2 weeks).

Boston, Ma, Us

Defined the user experience, vision, objectives, and opportunities for a highly complex distributed ledger blockchain product. Embedded on a cross-industry agile squad and responsible for collaboration with business executives on overall experience vision, design strategy, roadmaps, and methodology.Create user experience and visual design through various design tools including journey maps, service/process maps, storyboards, concepts, wireframes, and prototypes based on business objectives and user research. Synthesize and communicate insights from user research, concept testing, usability testing and quantitative analysis to make highly complex and technical design recommendations. Mentored a total of 12 individuals from design, research, product, and engineering backgrounds to improve UX, design thinking, and human- centered design knowledge across the organization.

Boston, Ma, Us

Led design efforts during an IDEO CoLab Innovation Fellowship, collaborated with a multi-carrier energy multidisciplinary team to ideate, design, and validate solutions for the emerging distributed energy market. Awarded best in show for the concept and prototype.

Boston, Ma, Us

Designed and led implementation efforts for an organizational-wide global knowledge management tool that improved access to knowledge-building resources for global employees by 45%.

Cambridge, Massachusetts, Us

Led design efforts during an IDEO CoLab Innovation Fellowship, collaborated with a multi-carrier energy multidisciplinary team to ideate, design, and validate solutions for the emerging distributed energy market. Awarded best in show for the concept and prototype.

Albany, New York, Us

Founded eLearning within the organization by creating overall eLearning workflows, needs assessment documentation, learning management system requirements, company branded Articulate Storyline templates, project tracking/management, and sourcing hardware/supporting applications/services (Adobe CC, stock photography, royalty free music, Amazon S3, etc.)Developed interactive eLearning and instructor-led training courses for new employee/consultant orientations, supporting new systems/technologies, soft/hard skills, organizational compliance, and meeting state/federal regulations.

Cupertino, California, Us

Developed Apple’s channel partners Mac, iPhone, iPod, and iPad business by building and maintaining several virtual teams of Apple Professionals and Experts.

Elearning Instructional Design Certificate, Educational/Instructional Media Design

Bachelor’S Degree, Business Administration And Management, General

User Experience Design Certification, Human Computer Interaction