As the UX Research Lead for AXA Health, I have led the UX research done over the last two years, during which AXA Health both soft launched a new modular health insurance product and pivoted the direction of their mobile app to better accommodate current users needs.Responsibilities:- Leading the planning, execution and analysis of user-centric research for AXA Health, both internally and externally.- Promoting UCD, Agile ways of working within AXA Health, working with multiple teams within the organisation and further afield, including discussing UX practices with the AXA Health Japan UX team.- Continued mentoring the UX Graduate who I started mentoring in previous role and, in addition, started mentoring the UX Researcher I was working with in the UX team.- Working with 3rd party recruiters and internal participant recruitment to get representative samples for the research done.

As Lead Researcher for EKM, I expanded on my responsibilities as Researcher and co-ordinated all of research performed within the company., as well as planning and conducting a majority of the research projects undertaken by the company. In addition to the responsibilities I had as Researcher, I also took on the additional responsibilities listed below.Responsibilities:• Identifying key demographic and persona characteristics of the EKM Customer Base• Internal research projects such as brand audits or UX/design research• Determining why we lose customers through ongoing cancellation feedback• Monitoring platform speeds in comparison to other eCommerce platforms• Setting up and running a Beta Test Group to be part of the overall feedback process for new feature releases• Setting up and managing a “Small Changes” requests process which allows shop owners to request small changes to EKM’s eCommerce platform• Producing case studies for third party publications, such as one describing how improvements to a checkout process led to an increase in conversion rate. found in “How to Sell Online: The Experts' Guide to Making Your Business More Successful and Profitable Online”

This role focused on determining what customers of EKM required from the eCommerce platform EKM provide through questionnaires, focus groups and competitor analysis. As part of EKM Marketing team, I was also involved in the company’s overall marketing efforts.Responsibilities:• Determining what EKM shop owners like/dislike about EKM, what they want to see added and/or improved within the EKM platform, finding out what they required from new/existing features, analysing and documenting the data from all the above data gathering for distribution within the company• Looking at shop owners’ satisfaction with EKM as a whole (Quarterly NPS Analysis), as well as individual services EKM offers• Contributing to efforts made by the Marketing team as a whole (in many forms, such as conducting research, taking part in team ideation sessions or appearing in videos EKM produced)