Experienced MARKETING RESEARCH & CONSUMER INSIGHTS leader ready for consulting gigs—short or long-term. Proven track record in both quantitative and qualitative research, driving customer-centric business growth. Proficient in focus groups, surveys, multivariate analysis, segmentation, ethnography, UX testing, CX insight, journey mapping, and data analytics. Let's elevate your insights for impactful results.• Supported clients in both quantitative and qualitative research, driving customer-centric business growth. • Proficient in focus groups, surveys, multivariate analysis, segmentation, ethnography, UX testing, CX insight, journey mapping, and data analytics.• Industries include tech, telecom, entertainment, finance, government and global research.• ✨Concurrently completing Masters degree in psychology✨

• At CenturyLink / Lumen Technologies, and at spinoff company (Brightspeed)• Built marketing intelligence center of excellence encompassing marketing research, competitive intelligence, data analytics, voice of the customer and database marketing. • Performed marketing research projects to build new brands (Quantum Fiber and Brightspeed), optimize pricing, and develop compelling offers. • Built brand tracking studies for Centurylink, Quantum Fiber and Brightspeed • Conducted foundational research for new CX/service design project, including qualitative and quantitative research with consumer, employees, and key stakeholders. • Created quality strategic marketing recommendations for executive clients, including fiber build strategy and pricing / product strategy.• Used marketing research and segmentation modeling and created personas deployed in acquisition and retention to improve sales rates by approximately 40%.• Supported the B2B marketing organization with research and competitive intelligence insights.• Managed team of 8-14 employees.

• Conducted consumer research using in-house research tools (Survey Monkey, Usertesting.com)• Boosted customer satisfaction score from three to five (60% increase) by conducting customer surveys and identifying areas for process improvements

• Responsible for overall marketing, research and communications departments • Conducted marketing research studies around advertising concepts and offers• Conducted user experience research and voice of the customer surveys to launch new website and to deliver digital, email, and social media marketing campaigns. • Used in-house survey/questionnaire tools• Managed outside vendors/consultants• Responsible for multi-million dollar marketing and research budget• Presented research findings to senior level executives, including C-Suite and Board of Directors

• Developed 4 areas of expertise including Member Research Strategy, Member Experience Research, Marketing Intelligence Systems and Marketing Analytics.• Led the marketing research necessary to guide company executives in the development of corporate strategy, pricing, products, channel management, customer experience, advertising and brand positioning.• Merging insights from surveys and data analytics, improved the quality of analysis and elevated the visibility of the group as an unbiased strategic insights partner• Pioneered Usability Testing and integrated UX into the development of new technology products, services and channels• Increased marketing response rates by 30%-50% by applying propensity, predictive, and segmentation models to marketing targeting.• Led the relaunch of NFCU’s CRM system, which reduced marketing costs by 50% through predictive modeling • Provided market and customer insights necessary for Navy Federal to produce “Friendly Alert” ad campaign, used by NFCU for four years.• Launched first-ever segmentation studies, resulting in persona development• Introduced segmentation strategies, which improved response rates by 40-50%, deepening member engagement and reducing churn.• Managed outside vendors / consultants• Managed a multi-million dollar budget and staff of 40+ marketing researchers and analysts

LMSR is a consultancy with a unique blend of expertise in both strategic communications and marketing research. Clients have ranged from White House and Congress, to Fortune 500 Companies and non-profit advocacy groups. • Managed diverse clients including political, public policy, non-profits, government and corporate entities:- Launched public opinion research to identify triggers necessary to raise awareness and concern about nuclear proliferation, for a client ad campaign- Conducted extensive public opinion research in support of the Affordable Care Act- Using consumer research, constructed communication strategy for the National Mining Association. Was recognized by association with an award for outstanding partnership- Launched major research study on immigration for a public policy organization - Created research required to develop positioning and key messaging for Starbuck’s “Real Food. Real Simple” campaign, used by SBXs for three years.o Developed a PR strategy of a major international media network and repaired its reputation amidst harsh criticism and severe backlasho Conducted extensive brand research to optimize the brand strategy of LOréalo Devised communications research which built strategies for Anheuser Busch, one of Americas largest beer producers, during merger • Oversaw execution of projects from proposal, to fieldwork, to analysis and final presentation of both qualitative and quantitative studies• Conducted international marketing research, including managing global fieldwork• Presented research findings to senior level executives, including C-suite

• Based on research recommendations made to CEO and Board of Directors, contributed to XM’s subscriber growth. Number of subscribers increased from 2 million to 7 million during tenure at XM.• Led all consumer research for new product development including launch, retail strategies, usability, design, positioning/targeting, etc • Using qualitative and quantitative research methods, formulated recommendations regarding the launch and/or shift of major initiatives, including: new programming deals (Major League Baseball, PGA, Women’s Programming, Oprah), new product launches inc retail (XM + MP3, MyFi, XM Online), new pricing plans, and new media spend • Through extensive marketing research, formulated recommendations for partnership/co-brand opportunities (Jet Blue, Starbucks, Napster), and new ad agency review.• Created and implemented new satisfaction tracking study, enabling Listener Care division to effectively route customer service calls, which resulted in consolidation of call centers from 6 to 3 and saved more than $900,000 in salary cost.• Contributed to reduction of ad spending by $20 million, through media spend modeling & development of a more rigorous insightful ad/brand tracking study• Conducted research for use in legal challenges & arbitrations, including digital music recording rights, used to formulate XMs digital music rights case with the RIAA.• Led major research efforts on Brand Identity and Price / Programming Optimization to meet challenges from growing competitors and in preparation for merger/anti-trust proceedings.• Used in-house survey/questionnaire tools• Managed outside vendors/consultants• Reduced costs $600,000 over a two-year timeframe by moderating focus groups and one-on-one interviews in-house.• Increased studies from 5 to 20 per month with limited resources, while also increasing research quality• Presented research findings to senior level executives, including C-suite

• Based on overall marketing research findings, recommended shift in AOL’s broadband strategy from a pipeline/ installation service to a content & entertainment model, which minimized capital outlay and created collaboration with cable companies.• Heavily involved in marketing research plan to reposition and relaunch AOL's broadband division as a leader in the new broadband era.• Based on research ecommendations made to senior executives and CEO, contributed to formulation of acquisition strategy which increased the number of broadband subscribers from approximately 100k to over 2 million.• Using market size estimates and brand perception studies, determined viability of entrance into domestic and international markets • Launched a corporate-wide segmentation study, designed to improve target marketing and optimize media spend.• Developed and implemented a broadband customer satisfaction tracking platform.• Championed new concept of blending brand tracking evaluation metrics with segmentation models to create segmented brand tracking.• Recommended product development prioritization for new broadband services (e.g.- MusicNet, Radio@AOL, Video@AOL) by conducting new product concept studies, usability testing & market trials.

Responsible for executing qualitative and quantitative marketing research studies, used to guide and inform Executives on key business decisions.Subject areas included: Local and Long Distance Telecommunications; Prepaid Calling Cards; Cellular / Mobile; Internet Services; Satellite TV Services; Broadband Services, Video on Demand (VoD); Voice Over IP Telephony (VOIP); Military / DoD Markets; College Markets; New Products & Technologies (Bell Labs Projects) ; Global / International Markets & ProductsResearch areas included: Brand Research, Brand Tracking, Ad Testing, Creative Development, Pricing Research, Customer Satisfaction, New Product Development, Usage Metrics (Site Visits / Digital Analytics), Usability TestingKey Achievements:• Saved $2.4 million annually by creating a streamlined, unified three-product platform from a previous single customer satisfaction platform. • Decreased spending $1.2 million without sacrificing research requirements by streamlining research expenditures between Broadband and AT&T Corporate• Created and launched customer satisfaction tracking metrics/platforms for Telephony & High Speed Data products. • Presented potential acquisition recommendations to senior management based upon research findings, used to increase subscribers of new Broadband Telephony service, High Speed Internet and other premium digital services. • Directed strategic research group for Broadband telephony, High Speed Data, Video services, Small Business Services, Multiple Dwelling Units, Customer Satisfaction, Advertising, and Bundled products and Co-Branding/Partnership Relationships, including NASCAR and the Olympics. • Oversaw all research for the brand transition TCI Cable to AT&T Broadband.• Directed new product & usability research for advanced digital cable services (eg- VOD) and broadband applications.• Presented research findings to senior level executives

Provided strategic consultative marketing research and project management in support of: Internet and Emerging Products; Cellular; Retail Mobile segments and products; Military Personnel; and College Market divisions. Garnered International research experience with business-to-business IP services (Concert) and military personnel consumer segments. Key achievements:• Executed custom studies encompassing New Product and Price/Offer Testing, Brand and Positioning, Yield/Loss, Customer Satisfaction, Trial Evaluations, and Strategic Planning Research/Opportunity Assessment. Conducted extensive studies and “research on research” to determine the validity and appropriateness of online methods. • Spearheaded efforts to evaluate and incorporate new research methods in order to optimize research output & provide more accurate, actionable recommendations• Maximized research effectiveness by leading cross-functional teams comprised of analytics, strategic research and marketing group personnel. • Guided development of new products/services, including: WorldNet, OneReach, MailCenter, Integrated VoiceMail, Email By Phone, OneComm, AnyWho enhancements, Integrated Devices patents, LD Express, HomeBase, VoiceTone, and Interactive TV/MSN and Netradio partnership projects.• Develop all strategic and tracking research integral to the launch and support of CPG Prepaid Cards, which were widely successful and imitated by competitors.• In response to increasing competition among long distance providers, conducted research to develop and launch flanker brands, such as Lucky Dog.• Served as Chair of the Online Research Committee for respected industry association, the Advertising Research Foundation (ARF). o Presented findings of Online Research Committee to member base through presentations and articles.• Wrote proposals, managed outside vendors and presented findings• Conducted international research, including managing global fieldwork

Facilitated essential marketing research functions, including designing and conducting new product / advertising tests and customer satisfaction / segmentation studies. Constructed survey questionnaires, screeners and discussions guides for use in primary research. Initiated and moderated focus groups and in-depth interviews. Gained financial planning, stocks, retirement planning, and financial tools/ terminology/metrics knowledge.Key Achievements:• Designed and implemented research which was instrumental to development of the Wall Street Journal Interactive Edition (WSJ Online), Dow Jones News Center on the Internet, and other online services & CD-ROMS marketed directly to consumers. • Created and implemented a human factors testing / usability lab.Subject areas included: Development of Wall Street Journal Online product; Educational CD-Roms; Pricing Studies; Ethnography; Online media

Responsible for all aspect of marketing research project execution from inception to presentation of final results to clients. Client base included telecommunications companies; healthcare & pharmaceutical's; CPG and B2B services.Clients included: Merry Maids, Ryder Trucks, Masco Construction, plus telecommunications research for "Baby Bell" clients such as Bell Atlantic, GTE, Bell South (now all Verizon), US West (Qwest), and AT&T