Assigned to the DCE team at JP Morgan Chase as a UX designer, strategist, and researcher. Worked on the PXT project, instrumental in establishing product timeline documentation. Co-led workshops to determine personas and problem statements for PAT. Created a component library in Figma for creating prototype application instances in ThoughtSpot.

Developed user experience strategy through research (using UserTesting.com) and design (using Figma) for clients.Produced presentations, presenting designs, strategies, and findings directly to clients and stakeholders for Bank of America, Sephora, RaceTrac, and Gore Medical . Led A/B and user journey testing during the design of a tool (Solution Finder) to assist small business owners at Bank of America.Conducted user and stakeholder research (qualitative and quantitative) using UserTesting.com and one-on-one interviews for Bank of America.Compiled and produced competitive analysis across the financial, retirement services, and wealth management sectors for Bank of America.Scripted and conducted one-on-one industry leader interviews to investigate sales enablement tools used in-house at competitors of Bank of America.Mapped user journeys, product flows, causal relationships for Sephora and Bank of America.Clients included Bank of America, Sephora, RaceTrac, Gore Medical.

Redesigned digital ecosystems including customer-facing websites (using Sketch and Figma) for VanEck, First American Title, SkillSurvey and FTSE Russell.Collaborated with developers leveraging Drupal in an Amazon Web Services environment for FTSE Russell.Conducted stakeholder research (qualitative and quantitative) using UserZoom and UserTesting.com for VanEck.Led UX and visual design efforts (using Figma and Sketch) to turn VanEck’s Insights into a dynamic, easy to maintain thought leadership and media platform.Led design and journey workshops (using Miro and Mural) for VanEck and First American Title.Clients included VanEck, First American Title, SkillSurvey, and FTSE Russell.

Provided freelance user experience strategy and design for freelance clients through my own LLC for almost nine years. Contracted to develop wireframes and prototypes, map user journeys, conduct stakeholder interviews, advocate for users, and serve as a brand/user liaison for clients including Code and Theory, Nurun, LBi Health, PossibleNOW, Sandbox, and StudioLabs.

Directed a team of user experience researchers in qualitative and quantitative user experience research (using UserZoom).Held workshops to gain company-wide consensus on persona development.Ran a regularly scheduled series of monthly usability studies and user interviews across a nationwide local news platform.

Shepherded a total overhaul of JP Morgan Private Bank’s digital ecosystem from discovery to deployment, a project that leveraged user research, user experience design (Sketch and Figma), producing detailed functional requirements (using AirTable), and negotiating with clients and developers.Led efforts to redesign the Product Detail Page for Invesco, envisioning and sharing designs (using Sketch and InVision), conducting in-person interviews with financial advisors, conducting stakeholder interviews with all departments across Invesco.Developed user experience strategy with a focus on user-centric design for Nuveen, providing end-to-end discovery-to-deployment guidance through lo-fidelity/hi-fidelity wireframes, functional requirements, usability testing, and QA through the development process.Clients Included JP Morgan Private Bank, Nuveen, Ernst & Young, and Invesco.

Oversaw pitch, discovery, define, and design efforts that led to the development of Informed Delivery for the US Postal Service, including competitive research, persona development and refinement, bluesky user experience design (using Sketch), all leading to requirements documentation and the development of content strategy.Clients included USPS, MasterCard, Verizon, Fannie Mae, and Cigna.

Led a coast-to-coast team of UX professionals (Atlanta, New York, Santa Clara).Designed the user journey and experience for Vans custom shoe creation initiative.Met with stakeholders and developed the final user experience for Pacific Life’s internal agent tools (using Sketch).Redesigned the overall B2C experience for Stan Johnson properties (using Sketch and Invision).Clients included Pacific Life, Verizon, Stan Johnson, Abbott, Allergan, and Vans.

Developed UX strategy (analysis, interviews, wireframes, guidance) for an internally-facing data visualization application.

Developed wireframes, user flows, site maps, heuristic evaluations, requirements documentation, user stories, and experience strategy for clients including Delta Airlines, Bayer, American Express, Aetna, Bank of America, Buick, Merrill Lynch, Children’s Healhcare of Atlanta.In January 2014, MRY became part of DigitasLBi in Atlanta.

Worked with Coca Cola Russia to develop a dynamic website to cover fan-participation in the Olympic Torch Relay preceding the 2014 Olympic Games in Sochi, producing wireframes and user journeys (in Omnigraffle).Designed an early application for Spotify for Coca Cola entitled Placelists that would associate playlists with geographic locations.

Developed wireframes, provided guidance and direction in redefining the scope and brief for a proposed redesign of Coca-Cola Freestyle, acted as a UX liaison between the Atlanta-based internal Coca-Cola Freestyle Team and Odopod in San Francisco.

Developed experience strategy, conducted heuristic evaluations, created user flows and journeys, designed wireframes for web, Facebook, mobile experiences and applications.Clients included Chick-fil-A, Reece’s, Donato’s, the state of Georgia

Presented user experience goals and interests in requirements sessions, engaged with internal stakeholders for web and application improvements,Developed content strategy for UPS.com and UPS apps on iPhone, Android, Blackberry, Redesigned and improved the functionality and usability of UPS web applications (i.e., Internet Shipping, Calculate Time and Cost, International Forms, Pickup), designed experience for applications on iPhone, Blackberry and Android, Developed working prototypes of client applications and administered on-site usability testing. Established UPS as a presence on social media (as @ThomasAtUPS on Twitter) and developed the first UPS podcast.

Regular contributor of reviews (music, movie, video game and book), articles (interviews, features) and opinion columns to JIVE Magazine, both online and in print.

Conducted remote technical support via Citrix.Served as a team lead for technical support staffs in Atlanta and in Columbus.Developed Intranet resources for training remote and local technical support staffs.Conducted in-person training for policies and procedures.

(Employed as Independent Contractor.)

Maintained server backups, serviced PCs and Macs in a hybrid Windows/OSX environment, performed network installations and cabling.

Was assigned to perform Technical Support and Network Administration at UPS Headquarters in Atlanta, Georgia.

Provided desktop support, workstation installation and network administration.

Phone-based technical support, including network administration and support dispatch.

Processed and responded to Requests for Proposal.