Maria Santamaria Email & Phone Number

Waterloo, On, Ca

Waterloo, Ontario, Canada

Leading user research projects to understand customer motivation and behaviour and work with cross-functional teams such as Senior Leadership (director and above), Product Design, Product, Engineering, Marketing, Data Analytics, and Care.- Design, facilitate, and lead qualitative and quantitative user research such as usability studies, interviews, and surveys (including recruitment, writing scripts & screeners, managing research tools, assets, final insights readouts, etc.)- Data analysis (qualitative & quantitative)- Communicate research findings and insights to stakeholders and the wider organization through effective storytelling- Lead UXR evangelism efforts to create empathy and understanding across the organization

Waterloo, Ontario

I work with all teams including Design, Comms, Product and Engineering to make sure the Care team and our customers' voices are heard. Highlights- Greatly improved the Self-Help experience by leading project initiatives like improving the billing process, creating a friendlier UI, and decreased our highest chat interaction driver by 70%- Decreased Port-In related interactions by 60%- Automated Porting process which dramatically decreased manual work from 4.5 hours to 0.5 hours, decreased port in time from >3 days to <1 day, and decreased dependency on 3rd party applications. - Managed the complete audit of Care knowledge base focusing on accuracy, relevance and ease of access.

Waterloo, On

Working with Engineering and our remote Call Centre to ensure tickets are triaged and resolved. Highlights- Streamlined the Engineering escalation process to reduce delays, create transparency and provide a better customer experience- Managed launch of the in-house tool Angel - the number one tool used by our off-site agents and Care team. - Managed the maintenance of Care knowledge base including all technical and policy related articles.

Waterloo, On