* Refreshed SurveyMonkey‘s market research and brand awareness templates to meet current topic demand and methodological best practices. * Advised on the development of a quantitative research methods curriculum to improve new product development at Mitsui’s Moon Creative Labs. * Advised on user journey maps, service blueprints and key performance indicators (KPIs) for a confidential client in the healthcare space. * Ran in-depth interviews with financial benefactors and non-profit partners in order to identify better strategies for endowment outreach efforts and grant proposal submissions by Children and Adults with Attention-Deficit/Hyperactivity Disorder (CHADD).

* Built the company’s first research organization, managing all aspects of study from scoping to discovery, delivery and insights implementation. * Directed marketing, product and advertising research to define and advance StreamElements’ competitive advantages. * Mentored product managers on survey and interview techniques to improve communications with affiliated YouTube content creators and Twitch streamers. * Managed research agencies and contractors to generate meaningful insights on time and on budget. * Company executed a reduction in force, cutting staff by 40% and eliminating the marketing department.

* Directed researchers in the planning and execution of actionable research for all Samsung Next products, including apps and platforms for distributed computing, recipe sharing, cooking lessons, fitness instruction and wellness guidance.* Discovered product insights that quickened and improved the development cycle of four apps.* Identified new target user personas for Whisk, a Samsung recipe app, which contributed to an increase in both user acquisition and revenue generation. * Produced compelling data that changed the target, app content and engagement strategy for the Samsung KeoFit app, repositioning it away from a small oversaturated market of competitive fitness enthusiasts to a larger underserved market of discouraged consumers searching for bite-sized workouts and social support. * Generated data-informed user personas with recommended persona-specific subscription pricing for the Samsung Health app, enabling the company to better understand consumers’ wellness concerns, redefine the app’s solutions and price membership to maximize profitability. * Conducted research for the Samsung Kichin app, revealing two surprising, revenue-impacting insights: US men expressed greater than expected participation interest and all genders preferred friend and family-led lessons over influencer-led lessons. These insights triggered a remarkably different go-to-market strategy.

* Designed and managed research that identified better messaging strategies for member acquisition, resulting in a doubling of chapter membership. * Conducted social media research that surfaced Discord as an underutilized community channel, improving both the frequency and quality of member interactions.* Uncovered insights that highlighted a need for event diversification, leading to an expansion into support, discussion, counseling and training sessions, which, in turn, significantly spurred member engagement.

* Worked cross-functionally with Design, Product Management, Engineering and Marketing to generate insights that fueled the ideation, development and commercialization of Zendesk’s suite of SaaS products.* Ran quarterly brand health studies that surfaced awareness and perceptions of Zendesk and its competitors, inspiring recommended C-suite actions for overcoming competitive threats. * Led Net Promoter Score research that identified two unexpected drivers of NPS ratings: user-plan mismatches and insufficient onboarding. A shift in focus to these drivers led to consistent increases in NPS quarter over quarter. * Generated journey maps and applied structural equation modeling to link individual team efforts to corporate-level KPIs, improving each team’s connection with and impact on overall company performance. * Conducted quarterly satisfaction studies with Zendesk’s Customer Advocacy team that generated significant improvements in agent satisfaction, new product development and customer satisfaction. * Regularly contributed thought leadership content for the customer support industry via widely read white papers and blog posts and highly rated conference workshops and presentations across the globe. * Completed nearly 100 smaller research projects and provided research best practice consults for over five dozen Zendesk enterprise clients.

* Crafted thousands of methodologically robust survey questions and scores of survey templates for SurveyMonkey QuestionBank. This content increased company website traffic and enabled users to create surveys in record time – outcomes linked to elevated repeat usage and recommendation rates. * Worked with Engineering, Product and Business Development to effectively profile members of and develop the user interface for SurveyMonkey Audience, the company’s then new panel business, which grew from 0 to 250,000 customers in its first year. * Conducted research on TaskRabbit customers and taskers by applying k-means cluster analysis to inputs from internal databases and surveys I designed. Findings revealed an urgent need for a more significant promotion of delivery and handyman services and better targeting of newly relocated consumers. * Wrote, programmed, ran and analyzed a series of employee engagement surveys for Yammer which yielded data-informed recommendations for increasing the satisfaction and retention of both Yammer employees and the employees of its enterprise clients.

* Redesigned and taught the communication department’s research methods course.* Trained the communication department’s Ph.D. student teaching assistants.* Won the university’s Centennial Teaching Award.