Drive cross-department insights to support business planning, execution, and investments in customer experienceLead reporting and socialization of enterprise-level NPS survey, spanning consumer banking, lending, and wealth management productsLead and manage enterprise research programs, leveraging third-party data to drive competitive insights across organizationManage distributed team of insights professionals in the United States and IndiaLeverage advanced analytics on quantitative and qualitative data sources to enable deeper understanding of CX drivers

Designed, executed, and published custom research reports to drive marketing and sales outcomes; Won lead generation campaign of the year with Association for National AdvertisersDeveloped, analyzed, and distributed advanced advertising performance KPIs for clients and internal staffScaled and automated research capabilities for survey and behavioral data products to improve team efficiency Consulted with high-value prospects and clients to expand research offerings and build custom analysesHosted webinars and other company events to drive client engagement with new and existing research products

Consulted on +$2M/year business via design, execution and delivery of client research programsPartnered with clients in technology, healthcare, CPG, financial services, and manufacturingLed creation and completion of custom surveys, trackers, analytics, and reportingCoordinated with Product, Strategy, and Data Science to execute deliverables and build capabilitiesHired, developed, managed, and retained research talent across Client Services team

Managed post-flight survey program; design, execution, and analysis of 4.5M responses annuallyLed customer insights for Catering, Flight Attendants, Onboard Entertainment, WiFi, and PilotsOversaw +$1M/year third-party insights program; built linkages b/t external & internal CX dataBuilt monthly COVID survey that drove CX, comms, and marketing strategies during pandemicLed advanced analytics strategy and execution using survey, customer, and operational dataLed team of managers, senior analysts, analysts in US and India offices

Planned & executed diverse quant and qual research projects for Commercial division stakeholdersManaged and socialized +$500K/year brand tracking program (domestic and international)Led relationships with key third-party sample providers, research partners, and technology firmsManaged large-scale +$2M longitudinal prototype testing for new premium-cabin seats

Planned & executed +$1M/year research projects for large foodservice clientsDesigned in-depth survey tools, focus group guides, and interview protocols for custom studiesOrganized findings, analyzed and compiled results, presented findings, and built data dashboardsManaged project contributions and day-to-day performance of research analysts and interns

Planned & executed quantitative/qualitative research projects for college leadership teamProvided data-based recommendations via custom dashboards, reports, and analysesConducted surveys, focus groups, AB testing, and interviews for various departmentsBuilt longitudinal databases and predictive models that tracked & forecasted institutional trendsCollected, organized, managed, and reported institutional data for external accreditation purposes

Conducted experiments on how messaging and framing influences thoughts, feelings, and behaviorManaged research lab + team re: study setup, execution, data coding, data management, and analyticsPresented at 15+ scientific conferences; published 5 papers in peer-reviewed scientific journalsTaught coursework on research methodology, psychological principles, and statistics