Lea Moon, Uxmc Email & Phone Number

Charlotte, Nc, Us

Charlotte, Nc, Us

Matthews, North Carolina, United States

Fort Mill, South Carolina, United States

• Built a research program for the company, including processes, documentation, and a research repository, and identified all research tools. Hired and developed a research team, nurturing junior talent into confident practice leads.• Identified a major UX issue impacting rental completions online. Led Product and Design in a 12-month research and design effort to correct it and ultimately drive a 39% increase in funnel conversion.• Established a comprehensive benchmarking program that measured interactions (SUM), journeys (UX-Lite), and relationships (NPS), to document iterative improvements in user experiences.* Optimized the user experience design of a Salesforce solution, touching every part of the rental lifecycle.

Charlotte, North Carolina, United States

• Led and coordinated cross-functional team members from Compliance, Development, Product, Operations and Sales to successfully conceive and implement groundbreaking loan disbursement features.• Updated the point-of-sale loan application in both desktop and mobile formats, supported by usability research. Improved application completion time by 60%• Leveraged click stream analysis to find and resolve a critical application point of friction, reducing incomplete loan applications from 5% to less than 1%.• Conducted early requirements research, resulting in a 57% reduction in dental client onboarding time, from 7 to 3 months. • Directed the implementation of a CX measurement program. In six months, the program isolated a negative B2B2C experience and designed a solution that led to a 21-point increase in the Net Promotor Score.

Charlotte, North Carolina

• I coached a cross-functional team to deliver an outstanding front-end software solution. • Facilitated agile ceremonies • Developed a productive working relationship with product owners, stakeholders and dependent teams to establish and maintain a culture of self-organization and accountability. • Integrated user experience and development work streams to establish Agile UX practices in support of constant integration and deployment.

Charlotte, North Carolina

• Responsible for identifying opportunities to enhance retail banking experiences through emerging capabilities and new technologies.• Initiated a rapid prototyping program that achieved a 6-week idea-to-concept cycle time.• Led omni-channel journey mapping workshops to document the user journeys for 3 lines of business (Retail, Invest and Small Business)• Safeguarded against a multi-million-dollar loss by adjusting an undesirable digital concept after onsite customer testing.• Boosted iPad adoption as a sales tool by integrating the attract/interact/connect interaction framework.

Charlotte, North Carolina

• Led the implementation of an iPad marketing initiative across 2,400 banking centers, yielding a $2.5M cost-saving through paper marketing reduction.• Designed and implemented usability testing methodologies to optimize iPad program content, elevating user satisfaction from 3.0 to 4.5.• Led a cross-functional team in design thinking practices to build user personas and journey maps of the consumer banking center journey.• Implemented agile practices, resulting in a 60% reduction in digital tool time-to-market and 30% lower production costs.

Charlotte Nc

Designed marketing campaigns and technology-based customer experience solutions. Analyzed industry trends, partnered with the Research & Development team to translate data into effective sales tool development, tested and piloted experience theories, validated research and testing results, and designed target specific tools.

Charlotte, North Carolina

As the channel product expert, developed point-of-sale marketing campaigns for retail branches across multiple product lines.

Ba, Mass Communications With Public Relations Focus

Certification, Marketing Research Strategy