I manage the team of Customer Success Managers across EMEA and help to review and streamline internal processes. Additionally I collaborate with other team leaders to deliver value and success for our customers in order to drive retention. I continue to work strategically with a handful of key clients.UX Researcher with over eleven years of industry experience, including quantitative and qualitative research.

Supporting and training the Customer Success Team EMEA in addition to continuing to work directly with some of our key clients.• Working with clients and project teams to understand research objectives• Assisting clients with developing UX strategies• Managing and overseeing client training and on-boarding process• Actively supporting clients in optimizing utilization of UserZoom• Monitoring key usage KPI’s across accounts• Conducting advanced training webinars and workshops• Communicating new features to clients across Europe• Liaising with technical support to resolve client support issues

• Working with clients and project teams to understand research objectives• Assisting clients with developing UX strategies• Managing and overseeing client training and on-boarding process• Actively supporting clients in optimizing utilization of UserZoom• Monitoring key usage KPI’s across accounts• Conducting advanced training webinars and workshops• Communicating new features to clients across Europe• Liaising with technical support to resolve client support issues

• Assisting client research requirements around UserZoom solution (scoping, building studies, analysing data and producing findings report)• Assisting self service clients with developing UX strategies• Overseeing client training and support on the UserZoom tool• Liaising with technical support to resolve client support issues• Assisting Marketing/Commercial team with creating demos & industry studies

• Assisting client research requirements around UserZoom solution (scoping, building studies, analysing data and producing findings report)• Assisting self service clients with developing UX strategies• Overseeing client training and support on the UserZoom tool• Liaising with technical support to resolve client support issues• Assisting Marketing/Commercial team with creating demos & industry studies

• Developing project methodologies and test scripts/materials• Coordinating recruitment for projects• Coordinating external facilities, contractors and internal project staff• Designing and conducting research activities, e.g. interviews, moderating groups, etc.• Work with clients and project team to understand and articulate research issues.• Analysing research data and reporting findings• Preparing reports and recommendations, including presenting findings• Presenting findings and actionable recommendations to clientsKey methodologies include:• User testing• Depth Interviews• Expert Evaluations• Ethnographic studies• Eye-tracking• Focus groups