Matthew Zuckman Email & Phone Number

London, Gb

- Leading product and design initiatives for Conversational AI and Agent Success teams, building enterprise customer experience tools.- Launched first generative agent assist products for ESPN and MARS accelerating contact processing by 28%, increasing CSAT by 15% and reducing training times. - Driving sales efforts for agent success tools, collaborating with account, service delivery (agents), and client business teams to identify areas of opportunity and develop tailored solutions.

London, Gb

- Applied service design techniques to sales and development processes, and executed recommendations across all areas of the business. - Defined conversational and UI pattern libraries for the group, improving the rollout times for new chatbots.- Led chatbot development for Sony, ESPN, MARS, Micron, NHL, and CBS, notably improving handle time, reducing call volume, and improving CSAT survey results.- Continuing mentorship and support for conversational designers and leadership.

Redwood City, California, Us

- Established generative, research-driven product development processes that advanced problem solving over feature building, increasing customer adoption.- Led key initiatives that redefined the core product experiences, transforming the roadmap and product packaging to achieve revenue and engagement goals.- Revamped brand and messaging across marketing channels to dramatically increase qualified organic leads.

New York, Us

- Led the design effort behind the rollout of Hired's marketplace strategy, realizing products that delivered 25% of company revenue in their first year. - Increased the impact of design through HCD processes, design thinking, and research-driven development; setting a high quality bar across marketing and product surfaces. - Created a unique framework for codifying and extending Hired's design language, driving measurable efficiencies across the development process.

Needham, Ma, Us

- Guided the transition of the designers, marketers, researchers, and coders into an agile environment, effectively developing practices that delivered rigor, velocity, and quality.- Strategized across executives to plan and execute a unified direction for B2B, B2B2C, and B2C customers.- Identified research/design-driven priorities to help successfully merge five legacy front-end platforms into a new, higher-converting product.

San Francisco, Ca, Us

- Defined the discipline of design for the company, including key principles, methods, and practices.- Instituted processes for collaboration and knowledge sharing across organization levels, creating an environment of transparency and growth.- Established the styles, patterns, and brand elements for brand and product, creating guidelines that enabled quality production at speed.

Sunnyvale, Ca, Us

- Managed team of 12 product designers across multiple business units- Led the large scale, front-end redesign of Mail and Calendar for an audience of 300 million customers.- Transformed the team’s culture, tools, and the working models, increasing performance for the existing team while hiring and expanding the span of control for the group.- Strengthened the cross-discipline team via models that inspired deep thinking, ideation, efficiency, and strategic alignment.- Worked across the Yahoo network to define hiring practices, charters, and review criteria to ensure the quality of design.

Sunnyvale, Ca, Us

- Managed team of eight product designers across multiple business units.- Led the development of lead-generation opportunities by focusing on meaningful values, increasing page views and time spent 30-50% across the portfolio.- Built a multi-disciplinary team of eight teammates within four months; expanded portfolio to take on additional business lines.- Reimagined the commerce portfolio, producing a forward-looking vision that informed the organization’s strategy.

Sunnyvale, Ca, Us

San Francisco, Ca, Us

Mentored and advised three students working towards their master's degree from the School of Computer Arts New Media, guiding their final project and helping prepare for their final presentations before graduation.

San Francisco, Ca, Us

Clients: McDonald's, Microsoft Xbox, Nike, Autodesk, Schwab

New York, New York, Us

Clients: LG Mobile, PayPal, SunPower Foundation, Enbrel, General Mills, Walmart, UBS

San Francisco, Ca, Us

Client: Target

Us

Clients: Disney, ABC, ESPN, Anheuser-Busch

Client: Microsoft

San Francisco, Ca, Us

Client: The Doctors Company

Oakland, California, Us

Clients: Wrigley, Adidas, AT&T, LeapFrog

London, Gb

Client: Clorox, NBC Universal

Us

Client: Albertsons

Clients: Oracle, Wells Fargo, Network Associates, Veritas

San Francisco, Ca, Us

Clients: Sega, 3Com

Us

Client: SGI

Bfa, Industrial Design

Liberal Arts