Expanding and optimizing our web assets for results via research-backed experimentation and collaboration.

Driving experimentation projects & split testing efforts for Lucid.

Led 2 high performing customer success teams. Hired, coached, and developed my teams to optimize customer experience and maintain revenue retention targets. Championed the Voice of the Customer; built a repeatable system to gather and quantify client feedback and prioritize product development.

Directed an employee-facing offshore team of eight, maintaining HRIS hires and data, managing timely & accurate hiring, timesheets, and pay of thousands of consultants.

Designed and led a new team of six analysts, including hiring, coaching, and production management; performed analyses, adjusted roles, and increased team's output without adding headcount.

Collaborated with leadership in reorganizing 70+ shared services roles, defining new jobdescriptions, sourcing from employee pool, training new teams, and stabilizing output.

Utilized quantitative research & analytics to identify where visitors are dropping off funnels; engaged in qualitative research, surveys & interviews, user-testing, session recordings, and heat maps to understand why. Developed hypotheses for improvements to copy, design, & flow, then implemented prioritized split tests.