As a Senior Digital Strategist at Caterpillar, I help develop and drive the experience strategy, vision, and roadmap of business capabilities to create the best customer experience across all our be digital channels.• Developed and drove an experience strategy, elevating customer experience across all digital channels• Led the redesign of the brand website Cat.com, implementing six content templates, and 30 unique components (built in Adobe Experience Manager)• Implemented Salesforce Interaction Studio, launching personalized content for an 11% CTR improvement and increased page views• Collaborated with customer data teams, connecting several data sources to 15 personalized use cases (Salesforce Marketing Cloud, Google Analytics, PIM, DAM, ESRI).• Launched Qualtrics survey, gathering 1,500+ customer feedback points, yielding 30 unique insights categories• Integrated analytics and feedback channels for comprehensive customer behavior analysis• Conducted design thinking workshops, translating business objectives into actionable plans for enhanced customer engagement• Developed a governance plan for consistent content creation across enterprise and business stakeholders• Served as a member of the Global CX Council, championing customer experience and design thinking.

As the Lead Design Researcher for the RX Renewal program, I supported product designers and product managers with research within the supply chain business. I led a team of design researchers conducting studies on the inventory processes within the Pharmacy. • Supported UX designers and product managers with research within the supply chain business• Managed the supply chain design researchers conducting studies on inventory processes within the pharmacy• Aligned UX research projects to the RX Renewal project roadmap and release planning• Conducted fieldwork to present ethnographic insights about inventory management in the pharmacy and moderate research with pharmacists and technicians to provide insights to the product and design teams• Generated improvement recommendations for prototypes through regular user and usability testing• Defined UX research team operations, defined methods, and delegated projects to be completed•

As a senior digital (UX) researcher I supported product management teams by leading customer research for our eCommerce products to identify ways to improve the customer's experience.• Led agile research projects, enhancing customer experience with data-driven recommendations for site upgrade • Mentored junior UX team, setting high practice standards for the digital team's success• Managed vendor budgets, optimizing research practice tools and services for the digital team• Launched an online customer community and research panel, achieving a 90% active participation rate and increased engagement• Conducted user testing, delivering valuable insights for digital product enhancements.• Presented research insights through reports, journey maps, and personas, guiding business decisions.• Conducted primary customer research, uncovering enhancements to existing solutions and new prospects

Led the product management customer research practice within the product experience team. Our team conducted client research aimed at improving the product experience for our market research and analytic solutions.• Spearheaded user experience research for top clients like Walmart, PepsiCo, and Johnson & Johnson, enhancing product experiences• Managed a UX team and projects from concept to completion, delivering impactful results• Orchestrated user research activities and served as a design research consultant for other teams• Ensured prompt feedback by liaising with client-facing teams in the user experience department• Established a feedback pipeline, guiding product management with valuable insights• Translated user research into actionable product enhancements and agile development requests• Developed annual research programs and shared insights through an online research repository

As a Senior Consultant at Capgemini, I was staffed on several Saas, portal, and web development engagements (SharePoint, SAP, Oracle). I worked with several clients on technology projects including internal systems, eCommerce marketing, and company brand websites.• Spearheaded user research, assessing usability issues, designing user interactions, and improving user interfaces. • Led several design teams on the appropriate application of SharePoint for solving business needs. • Educate and train users on packaged software to help identify solutions for common business situations. • Research, analyze, and document user requirements and user stories for development and QA teams. • Managed offshore development teams developing solutions, conducted final QA testing, and sign off on designs.• Conducted a variety of design research workshops, and developed site audits and heuristic reviews to identify areas for improvement. Conducted usability testing, functionality review of applications, and user acceptance testing. • Wrote governance plans for organizational support, roles and responsibilities, and content management processes for ongoing site maintenance. Wrote current and future state assessments, strategy documentation, transformation, and customer journey maps.

At Trading Technologies my role as a technical writer in the product management department consisted of documenting system administration and user manuals for our software. • Created product and process documentation and software help systems in Adobe RoboHelp, WebWorks ePublisher Pro, and HTML. • Wrote content for customer portals, and managed the department SharePoint site.• Managed the development lifecycle methodology documentation which detailed all the processes performed by all members of a project team in every phase of our product’s release lifecycle.

As a Consultant for the Global Office of Information Management, I was responsible for the deployment and use of our global Deloitte.com network of sites, the intranet DeloitteResources.com, and extranets for client engagements:. • Identify customer and business requirements for all our intranet, extranet, and internet solutions.• Created and managed the deployment of those solutions for countries across the globe.