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Empathy. Teamwork. Creativity. These are the qualities that have fueled my work and enabled me to create game-changing products. If it wasn’t for the qualities above, our CIO 100 award-winning Agent on Demand product may have never happened. COVID-19s impact on United Airlines front-line agents and personnel created a drive within our team and others to find a swift solution to customer service that was safe and effective. Those qualities combined with proven leadership, strong team orientation, the ability and willingness to lead and motivate despite ambiguity, along with a curious, creative mindset and willingness to roll up my sleeves and work hands-on, coupled with the ability to translate insights into operational actions have defined my tenure.Professional Summary • Senior Design Professional with 15+ years experience championing design-ledtransformation partnering with brand, product, engineering, operations and senior executives to bring an elevated experience to employees and customers.• CIO 100 winner for United Airlines’ Agent on Demand Product. Led the research, strategy and design that created the first-to-market digital customer service product intersecting the physical environment with digital touchpoints that led to higher CSAT and $60M in operational savings.• Spearheaded creation of Design Centers of Excellence for operations at United Airlines and eBay setting up design strategy, research, a standardized design system, front end development, and scaling a design thinking approach across the companies.• Dedicated people leader invested in building and leading high-performing teams, fostering an inclusive and familial environment, coaching and growing careers.• Broad Industry Experience including Travel, Airline, Hospitality, Healthcare, Pharmaceuticals and more.• Seasoned Strategy and Delivery UX Leader managing over 20 UX practitioners and 12 products working closely with senior leaders, engineering, business owners and product to manage delivery in an Agile environment and shift portfolio priorities and resources in alignment with changing business strategies.
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Director Of UxEbayChicago, Il, Us
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ResumeResume Dec 2024 - Present
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Director Of UxEbay Oct 2022 - Mar 2024San Jose, Ca, Us• Created eBay’s first operational UX Center of Excellence. Set up strategy, research, design, front-end development with design technologists, a standardized design system and integrated design-thinking for adoption across interdisciplinary operational roles & workstreams.• Roadmap Planning, Strategy & Delivery including capacity management, resource and feature prioritization, annual and quarterly budget planning and feature delivery in an agile environment.• Leading Research and Design partnering hands-on with the research and design team to ensure improved experiences and consistent design and insights reach employees and customers; decreased task completion time by over 20% and enhanced existing data and analytics with front end code refresh.
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Director Of Xd StrategyCredera May 2022 - Sep 2022Addison, Tx, Us -
Ux Portfolio Sr Manager | Experience Design StrategistUnited Airlines Aug 2017 - Jul 2022Chicago, Il, Us• Strategic Vision and Cross-Functional Leadership: led team that concepted and launched industry-leading, quick-to-market initiatives during COVID-19 pandemic leading to +40 pt highest-ever Net Promoter Scores in United’s history in partnership with other leaders.• Built and Led Team of 20+ UX practioners: including UX Research, Strategy and Design responsible for 12 products both customer-facing and operational, employee-facing.• Championing Stakeholder Buy In from product owners, engineering, and business owners with data-driven results allowed us to grow our UX Portfolio from three applications to 12.• Built User Experience Center of Excellence: centralized research, design and strategy to ensure craft excellence and knowledge-sharing, developed design system and partnered with engineering for an accompanying component library, developed design-thinking and service design templates for enterprise workshop facilitation.• Insights that Drive Outcomes: led employee and customer research initiatives for all portfolio products that led to higher product adoption and new award-winning products.• Award-Winning Product Driven by UX Strategy and Research: thanks for the high quality research compiled by our team, we were able to pilot a new customer service product during the COVID crisis which led to higher CSAT and $60M in operational savings. -
Sr Ux And Business StrategistWalgreens Boots Alliance Mar 2017 - Aug 2017Deerfield, Il, Us• Established Research Center of Excellence for Operations: championed by the Senior Director of Business Architecture based on delivery and realized value of UX research in past project partnerships, created the playbook for ongoing mixed methods research activities across operational verticals including Specialty Pharmacy, Health Care Clinics, Call Centers, Pharmacy and more, and hired and trained research staff. -
Sr Manager Ux ResearchSpencer Stuart Sep 2016 - Mar 2017Chicago, Il, Us• Managed Research and Prioritized Enhancement Log: working in a Lean Agile environment and partnering with the project manager and development leads, I was responsible for ongoing user research and prioritization of enhancements for a newly rolled out system. Working with business owners and teams in Dublin, I planned and facilitated research activities across the US, Europe and Asia and logged and prioritized enhancements based on research findings and business impact. -
Sr. Ux StrategistWalgreens Boots Alliance Jun 2015 - Sep 2016Deerfield, Il, Us• Led Research Initiatives Across Healthcare Verticals: budgeted, planned and facilitated discovery research efforts for providers and patients across verticals including Specialty Pharmacy, Health Care Clinics, Call Centers, Pharmacy and more. Led a team of 4 researchers in all activities including synthesis and presentation to executives and business sponsors.• Research-Led Operational Strategy and Cross Functional Synergy: our research helped spearhead the first partnerships of UX research and operations leading to greater cross-functional partnership and raising UX beyond strictly digital application to becoming a key partner in operational strategy.
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Sr Ux Researcher | Business AnalystSpencer Stuart Nov 2014 - Mar 2015Chicago, Il, Us• Managed Research Reporting to Director and Vice President of PMO: responsible for user research, adoption management and partnering with the training department for new application global rollout using moderated and unmoderated research, facilitating user acceptance testing, and gathering early application usage data to identify key areas users struggle and logging enhancement tickets, and working with the training team to develop enhanced material to proactively address complex tasks.
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Sr. Ux StrategistWalgreens Boots Alliance Aug 2014 - Nov 2014Deerfield, Il, Us• Workshop Facilitation: In partnership with the Director of Business Architecture prepared, facilitated research workshops with Pharmacy Senior Leaders as workshop participants .• Mixed Method’s Research Delivery: using systems data, consumer analytics, moderated and unmoderated interviews, and workshop discovery, presented research insights including employee and customer journeys and high level requirements documentation for executive presentation.
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Sr. Ux Researcher & StrategistAbbott Mar 2014 - Jun 2014Abbott Park, Illinois, Us• Research for Operational App with 240,000 Global Users: planned and conducted research needed for root cause analysis and solutioned with business partners to solve global application fix resolving a high priority challenge -
Ux Researcher & StrategistAllergy Sinus & Asthma Professionals Jun 2011 - Mar 2014• Clinical and Digital Research: responsible for clinical observational generative research and user testing for new feature development.• Mixed Method’s Research Delivery: using systems data, consumer analytics, moderated and unmoderated interviews, and workshop discovery, presented research insights including employee and customer journeys and high level requirements documentation for executive presentation.
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Service DesignerSalseria, Inc Jan 2002 - Dec 2009Led the Service Design of new franchise locations working with software vendors to ensure best UI for end users, collaborated with architects for interior flow to optimize productivity. Responsibilities• Established international relationships for first India franchise• Lead the team opening of new locations, including Sears Tower, opened with the most successful record in their 15-year history• Conducted research, planning, strategy, and joint meetings with team leads to clarify and prioritize requirements for improved business process. • Led sales and business development • Conducted extensive research, met with SMEs, interviewed interested clients, gathered requirements and traveled solo to India to meet with potential stakeholders• Owned continuous improvement efforts
Melanie Perez Skills
Melanie Perez Education Details
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Columbia College ChicagoNew Media Journalism & Film
Frequently Asked Questions about Melanie Perez
What company does Melanie Perez work for?
Melanie Perez works for Ebay
What is Melanie Perez's role at the current company?
Melanie Perez's current role is Director of UX.
What is Melanie Perez's email address?
Melanie Perez's email address is me****@****era.com
What schools did Melanie Perez attend?
Melanie Perez attended Columbia College Chicago.
What skills is Melanie Perez known for?
Melanie Perez has skills like Business Analysis, International Business Consulting, Full Sdlc, Microsoft Office, Agile And Waterfall Methodologies, Uml Tools, Data Modeling, Healthcare Information Technology, Microsoft Office Sharepoint Server, Oracle Pl/sql Development, Bugzilla, Quality Assurance.
Who are Melanie Perez's colleagues?
Melanie Perez's colleagues are Terrell Johnson, Jeremy Russon, Prolet Koulina, Marigold De Rama, Bruce Lee, Shyam Thakur, Zakariae Bouhila.
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