Research Lead - Learn and Discovery User Journey for SMB and Enterprise Businesses

Driver Earnings Research Lead Upfront Pay Launch - Designed/executed/implemented foundational, competitive and usability research to improve and expand a new high-priority driver earnings feature, including a redesign of the driver ride accept screen.Expanding Research Methodology/Impact - Pioneered in-context testing for driver research using specialized equipment and improved prototypes. Established UX metrics as criteria for shipping features.

Enterprise Merchant and SMB ResearcherOmnichannel Merchant Experience Lead - Led research across PayPal acquisitions including Hyperwallet, Braintree and Zettle to support integration into one unified platform; created JTBD framework for Enterprise MerchantsSMB - US Zettle Launch - Designed and executed foundational, competitive and usability research used to create features to support expansion into US and European markets.

Discovery Research Lead (Notifications, Onboarding and Returning User Experience)Research Innovation - Worked with EPD teams to build ad hoc methods of data collection (modules, intercepts) and live data prototypes.

Quantitative Researcher working across Consumer, Revenue and Trust & Safety organizationsResearch Innovation - Pitched and secured resourcing for ‘In App Survey’ solution and collaborated with a cross functional team to build

•Champion cross-functional approach to addressing customer needs and pain points with Product, Operations, and Corporate Strategy.• Prioritize features for product road map based on insights from Voice of Customer buyer surveys. Drive product and design strategy by combining survey data and product analytics.•Lead primary research, (including concept testing) to guide business/product strategy, brand campaigns, and effectively capture key consumer segments.•Lead audience targeting to optimize spend, increase reach and maximize conversion. Utilize buyer segmentation to drive targeted acquisition campaigns.•Established KPIs to track progress of brand investment and continuously tracking marketing spend against key brand health metrics.•Identify key present/potential competitors and how StubHub can maintain and grow market share. Assess impact of new competition on business and overall ticket market.

• Consulted with client marketing teams and created research answering key business questions. Designed, executed and analyzed research to inform business/product strategy and corporate communications. •Presented solutions for positioning and expanding into global markets.• Scoped research parameters and created proposals to drive new business growth. • Worked with Edelman PR teams to field research for use in proposals, creative briefs and PR strategy.• Managed career development for analysts by staffing projects for growth opportunities. Led research skills trainings (SPSS, Statistical Analysis, Research design, Questionnaire writing).

• Maintain survey panel program for the Canadian region, used to support product/market expansions• Led initiative to overhaul database variables to capture a wider depth of information within survey program• Identify and integrate additional data sources to enrich survey panel data to better target consumers• Spearheaded conversion of deliverables to infographics, leading to increased visibility within client organization• Proactively create new infographics to increase interest in panel data utilization across client organization• Run metrics on panel data and synthesize findings in reports to support client business objectives

•Develop research design and questionnaire•Launch and manage surveys through field and ensure integrity of survey and research process•Maintain client communication and fulfill requests for deliverables •Perform quantitative analysis on survey results and create research findings reports and presentations

•Perform qualitative analysis on survey results and create research findings presentation decks (PowerPoint)•Managed work flow for research team and served as Project Manager on tracking report for Bank of America•Performed quality control on surveys and identified potential problems•Assist Project Directors with questionnaire development and survey launch/fielding