Larry T. Email & Phone Number

Virginia, United States

Richmond, VA, US

Charlotte, NC, US

• Developing a clear CX strategy while coaching the CX and Product teams on dual-track agile product development to ensure exceptional customer service. Additionally, I established discovery and research platforms and.
• Partnered with the company's SVP to revamp and launch the customer-centered LendingTree Spring loyalty program, redefining a fintech brand with a 25-year history for a 200M+ client audience.
• Enabled collaboration with external agencies to research the entire fintech sector and the general population. This involved analyzing a survey of over 3000 responses to behavioral questions, which informed 35 Jobs to.
• Conducted surveys, qualitative research, sentiment analysis, and co-designed feedback collection mechanisms with the Insights team.
• Identified gaps and opportunities in customer journeys and led mapping workshops and concept testing for data-driven CX, business strategy, and product teams.
• Piloted a program using UserTesting.com to onboard 15 employees across Marketing, Design, and Product for customer-centered research during hiring freezes.

• Provided design leadership with "the Theory of the Peloton" to multi-disciplinary Agile product teams to launch innovative digital products based on customer research, disrupting the automotive industry with new.
• Coached ten designers using Spotify's Agile "chapter" framework and moderated weekly chapter meetings to coach discovery/design thinking methodologies, best practices, retrospectives, lightning talks, and critiques.
• Led cross-disciplinary experience design workshops to clarify assumptions, define experiment hypotheses, map customer experience, and incorporate measurement with pass/fail scenarios driven by data.
• Led cross-disciplinary service design workshops to ensure our omnichannel customer experience and architecture align with our experience design principles for our primary design targets.During the pandemic, I helped.
• Leveraged Salesforce CRM and NICE inContact technologies to conduct customer experience research and audits. This informed the development of customer-centered tools that effectively translate in-person and store.
• Introduced automated SMS messaging, chatbots, and NLP AI-powered technologies to ensure a consistent omnichannel experience and help customers during their car shopping journey.

• Provided design leadership as an embedded member of a high-performing product team of eight members; my key responsibility was to drive Horizon 2 capabilities for the customer sells journey. I partnered with Core.
• Launched the capability to sell your car to us eight weeks later from the comfort of your driveway during the home shopping experience.
• Our product team conducted monthly Think, Make, Check Design Sprints with store customers and associates. These sprints help us research and design new capabilities for the problem space.
• Conducted qualitative research with customers to identify design targets. Leveraged insights to launch targeted experiments, CSAT, and NPS surveys to inform product experience as we scaled.Oversaw product development.
• Online Appraisal Product Platform; Home Delivery Customer Condition Tool; Associate Condition Collection Tool; CarMax Estimator Tool; KBB Price Perception Tool; Sell Us Your Car; and Will We Buy Your Car Widget

• Served as the only designer of Owners Plus Native App, working alongside the Agile development team from concept to completion; applied Lean UX product principles in every stage of the design process.
• Conducted user research to understand needs and created prototyping and final development designs.
• Performed generative and usability testing, gathering feedback and identifying areas for improvement.
• Worked on wireframes, information hierarchy, and user flows to design a visually appealing UI and align it with the brand's identity.

• During my first summer at CarMax, I was selected, along with three other associates, to work on a project for the marketing department. The leadership presented a problem requiring us to use qualitative research.
• Provided art direction and UX design for a 4-person Innovation Fast Track team that created better vehicle reviews by leveraging insights on used car shoppers' preferences for owner reviews over OEM reviews. Managed.
• Conducted usability and A/B testing for qualitative and quantitative data analysis to optimize digital assets for better performance and user engagement.

Richmond, VA, US

Columbia, South Carolina, US

Columbia, SC, US

West Columbia, US

Ms, Advertising, Art Direction

Ba, Graphic Design