Skillset:• Utilized UserZoom and UserTesting.com to conduct usability tests, user interviews, click tests, card sorts, tree tests, surveys, preference tests, and desirability tests • Coalesced qualitative and quantitative research insights to inform impactful design and content changes across the website • Co – led a website navigation redesign initiative that consisted of over 50 UX research tests • Developed a comprehensive proposal for a new website navigation taxonomy based on research insights• Performed heuristic analysis on various applications throughout the website using the Neilson Norman heuristic guidelines• Conducted concept testing to evaluate customer interest in innovative digital banking solutions, as well as new product features• Conducted SUPR-Q surveys on competitor websites in order to comprehensively benchmark the Citizens Bank website user experience against other banks• Developed compelling presentations to communicate research findings to stakeholders throughout the organization• Evaluated voice of the customer data using Medallia and OpinionLab • Used Adobe Analytics and Glassbox to evaluate website usage data• Developed interactive prototypes using Invision• Trained junior researchers and designers on UX research best practices • Served as a formal mentor and quasi-manager for several UX research interns and junior UX researchers • Worked in a centralized UX scrum team within an agile operating modelLeadership:• Served as a formal mentor and quasi-manager for several UX Research interns and junior UX researchers• Trained junior researchers and designers on UX research best practices • Served as a formal mentor through the Early Career Development Program for colleagues that had recently joined the bank

The Consumer Banking Leadership Development Program is a 12-month long rotational program designed to prepare participants for a successful career in banking. The program consists of four 3-month rotations in Consumer Strategy, Consumer Lending, Direct Banking, and Distribution. Consumer Strategy • Assisted in developing a business case to launch a full-service national bank with an exclusively digital presence• Identified and evaluated the customer segment focus, brand strength, customer experience, and product set of competitors in order to determine the national digital bank competitive landscape• Developed recommendations regarding how we should position ourselves within the competitive landscape, as well as which customer segments we should targetConsumer Lending - Home Equity• Conducted a competitor analysis for HELOC and HELOAN products and identified notable industry trends• Determined opportunities to differentiate and strengthen the overall value proposition for the HELOC productDirect Banking – Citizens Access• Compiled and analyzed customer feedback data in order to identify opportunities to improve the overall customer experience • Reorganized the funds availability policy within the disclosures, call center script, and FAQs in order to ensure that transaction hold times were accurately and effectively communicated to customersDistribution – Digital Banking; Sales and Service Strategy; Licensed Banker Program• Conducted a mobile banking gap analysis and presented recommendations to executive leaders including the Head of Digital• Analyzed data regarding Licensed Banker productivity in order to quantify the impact of training and development events CBLDP Consumer Challenge• Collaborated on an initiative to develop an innovative knowledge sharing platform for the Consumer Bank and pitched recommendations to the Consumer Bank Executive Committee

• Built a financial model regarding supply and demand within the oil tanker industry• Utilized the supply and demand model to forecast future industry spot prices• Assisted in the creation of a company specific revenue model which utilized the industry spot price forecasts in order to project a specific company’s revenues• Communicated with a sell side analyst in order to gather necessary data and discuss industry trends• Utilized Factset to confirm validity of external sell side data and monitor oil tanker stock performance

• Built financial models of customer companies in order to identify monthly inventory trends • Assisted the financial analyst in creating internal sales projections based on customer inventory projections and trends• Generated capital project expense reports• Generated a monthly cash control sheet and produced entries based on the daily transactions report

• Collaborated on an initiative to introduce a new credit card program to Enterprise Bank • Synthesized and analyzed credit card data to develop an overview of the marketplace and create a profitable framework for the credit card program• Presented recommendations to the Executive Vice President and Chief Operating Officer• Conducted financial analysis on ATM service fees• Met with credit card suppliers to assist in the vendor selection