Paul Jennings Email and Phone Number

Lead all CX research, strategy and facilitation, working cross-functionally with Product, GTM, Support and Marketing to enhance customer experience and optimize service delivery.Built the research prioritization framework and research roadmap for the entirety of the CX function at GlassdoorConduct in-depth interviews, contextual inquiries, task analyses and surveys with the aim of enhancing our understanding of the customer experience across different moments of the customer lifecycleFacilitate virtual workshops with cross-functional partners to develop research-based solutions and align on CX strategyDocument and present findings to cross-functional teams and senior leadership through customer journey maps, service blueprints and slide decks

• Interview stakeholders from across interdisciplinary teams to create customer journey maps detailing current customer experiences.• Facilitate cross-functional ideation sessions across the organization to co-create an idealized future state for our customers.• Conduct generative research with existing Glassdoor customers to inform understanding of customer motivations and overall experience.• Work with cross-functional teams to build educational in-app engagements and email programs highlighting product updates, best practices and legal information.

Researched, designed and developed COVID-19 informational materials across all digital touchpoints for OHA, collaborating with the Governor’s office, epidemiology leadership and lead communication officers. Developed unmoderated remote usability tests through Maze to compare users’ time-on-task and verbatim feedback leveraging OHA resources versus competitors Analyzed search history, bounce rates, ticket creation and website traffic data to identify potential pain points in the main OHA site experienceInterviewed epidemiologists, senior health advisors, Governor's office representatives and community members to synthesize insights for external useTriangulated data points gathered from user testing, user research and web traffic analysis to develop product requirements for refreshed Vaccine landing page

Wrote, designed and managed all United Way of Greater Atlanta digital communications across web and email, and scripted, directed and curated all in-person fundraising events. Facilitated stakeholder interviews and synthesized third-party research to inform development of all United Way scripts, articles, white papers and community-facing presentationsAnalyzed donor surveys, website and email analytics, and national best practices to understand and improve user experiences in Salesforce Philanthropy CloudBecame lead writer for all PR pieces, interviewing C- suite executives to prepare their talking points, speeches, presentations and op-ed publications.

• Taught a creative writing course on how to write the perfect college admissions essay.• Helped more than 90% of my 60 students get into the schools of their choice every year. • Co-managed a team of 150 staffers to fulfill the everyday requests of nearly 1,000 UC Berkeley alumni.• Received the 2016 Schmitz Award Scholarship, which annually recognizes the one person who best exemplifies the hard work and social values of the Cal Alumni Association, while serving as a model and leader to others.

• Drafted phone banking scripts that aligned Nancy’s platforms with the unique, historical values of California's 9th Senate District.• Supported the execution of fundraising events at local companies in the East Bay, engaging with existing donors and fostering new relationships with various community stakeholders.• Succeeded in gaining Nancy her current seat in the California State Senate, thanks in large part to the work of our campaign.

• Conducted research for financial fraudulence investigations in the Southeast Region of the United States, analyzing tax data, online communications and expense reports.• Synthesized data into spreadsheets and created formal, documented reports for our associated legal team’s use in court.• Prepared presentations in PowerPoint to convey case information and pose questions of interest.