• Developed the first Amazon Freight customer insights and voice of the customer program from the ground up for a new digital freight business. • Develops best in class quantitative and qualitative research methodologies and CX research techniques to understand customer behavior and attitudes using internal and external data.• Manages dozens of mechanisms including, voice of the customer, brand tracker, NPS, customer satisfaction, and customer advisory boards for sharing learnings with product managers and sales and marketing teams.• Provides 'big picture' ideas that helps guide strategies and proactively influences product roadmaps and define workstreams across tech and operation teams and initiatives.• Identifies business insight priorities and works with multiple cross function stakeholders to ensure insights drives action that delivers great outcomes for our customers.

- Established as an internal customer data and insights expert in consumer products and services for both business to business and business to consumer research for over 50 domestic and global projects for 40+ clients.- Provide consultation, data analysis, qualitative research expertise for dozens of clients using survey, user research and feedback management (voice of customer, customer loyalty, customer satisfaction, new product development) to improve business processes and best practices related to CPG and technology product/services.- Manage, supervise and coach the survey professional services team and division of analysts and project managers including managing the overall business operation that generates $2 million in revenue and $4M in bookings yearly.- Deliver invaluable consultation and insights to key internal and external clients and stakeholders on the customer journey and customer experience through analytics and data driven patterns using sales and marketing metrics.- Develop and enforce project implementation processes, survey design SOPs, data collection standards, and department KPIs to ensure a healthy bottom-line performance.

- Responsible for managing quantitative and qualitative consumer projects for fortune 500 companies and providing clients with strategic insights through PowerPoint reports, excel spreadsheets, and action plans.- Investigated, compiled, and provided critical data and problem solutions to senior management in direct support of improving customer satisfaction, retention, and acquisition for clients. Along with market segmentation and assessment.- Moderated focus groups and conducted in-depth interviews specifically for voice of the customer and consumer research.- Evaluated and reported findings on online and telephone surveys, secondary research and focus group/In-depth interview results for brand equity, customer behavior / experience, new product development, concept testing and quantitative and qualitative problem resolution projects.- Managed, supervised, and trained a team of research analysts on their daily responsibilities and tasks set forth by myself.

- Responsible for the project fulfillment process, including survey design and fielding, focus group coordination, data collection and analysis, report preparation and client communications for both qualitative and quantitative Healthcare projects.- Interpreted and analyzed survey data using tabs and banners and SPSS statistical programming packages.- Effectively tracked job quality and scope changes, as well as oversaw the execution of the research process across Ops and Research and the whole timeliness of the research project in Pharmaceutical, Health insurance, Behavioral research.- Prepared and wrote first drafts of questionnaires, discussion guides, and focus group/IDI findings and reports.- Analyzed and wrote first draft reports for numerous client reports in many healthcare therapeutic areas.- Observed focus groups and in-depth interviews; managed communication between moderator and vendors.

- Exercised outstanding organizational and critical thinking abilities to design and facilitate survey, interpreted results, and translated quantitative data into qualitative reporting, performed comprehensive market research, and summarized findings. - Investigated, compiled, and provided critical data to project management team in direct support of new product development and/or expansion of existing product line.- Cultivated, nurtured and maintained strong relationships, crucial to achieving client satisfaction and retention.- Participated in several market research agricultural and health studies, tasked with scrutinizing qualitative and quantitative data to provide client with product or operational improvement strategies.