Manage long-term quantitative/tracking studies, ad-hoc research projects, and qualitative studies to help brands diagnose and improve their Customer Experience1. A Global After-Sales Service CX Study evaluating after-sales service channels of a leading consumer electronics brand using a hybrid of quantitative and qualitative methods ▪ owns studies for 5 key European subsidiaries ($557,000+) ▪ directly communicates with end clients in UK, Czech, Poland, Romania, and Hungary▪ conducts client interviews and a series of desk research to localize a questionnaire to relevant markets▪ monitors and controls a progress of a seven-month-long fieldwork ▪ controls data quality through a validation process (5,700+ samples)▪ remotely managed to run 5 London-based focus group sessions: developed a shopper recruitment screener, ran a discussion guideline briefing session for a moderator, guided the British fieldwork office with fieldwork/venue set-ups, and wrote and delivered key summaries to end clients in UK▪ co-managed the online mystery shopping project: developed shopper scenarios, monitored fieldwork progress, conducted data validation, and delivered a summary & benchmarking ideas for end clients2. Auto Showroom CX Research, evaluating CX in 900+ showrooms of leading standard & luxury auto brands using a hybrid of quantitative and qualitative methods.▪ co-developed store lists, scenarios, a guideline, and questionnaires; delivered quarterly reports▪ owned creating a web-based checklist for fieldwork, collaborating w/ a web development agency ▪ managed raw database and validated collected cases in-depth yet with efficiency for a high data quality▪ processed open-ended data in collaboration with a data-processing team for an analysis and reports▪ developed a discussion guideline and managed fieldwork set-ups▪ ran a debriefing session with client and delivered a key summary

Executed on projects as the organization’s insight leader; shared knowledge and delivered comprehensive market and consumer insights on untapped markets and segments and existing/mature markets and channels. Led and supported strategic proprietary platforms and corporate-wide strategic growth initiatives. Conducted primary and secondary research for customers and internal business units.▪ Built a customized, qualitative heat map with multi-source syndicated data (Euromonitor, Nielsen, Technomic, NPD), assisting business leaders and strategic marketers in strategy conversations. Addressed total market size and historic/forecast performance by category and channel (CPG, natural, private label, online, C-store, foodservice).▪ Defined key consumer trends through mind and body, rules and roles, command and control, and people and planet lenses, identifying five manifestations for each and uncovering drivers, the evolution of manifestation, future consumer priorities, and impact on food and beverage market in proprietary customer engagement and presentation framework.▪ Strengthened customer engagement strategies by developing descriptive analysis with vivid insights into boomers and white millennial singles and couple segments, highlighting group-related mindsets, lifestyles, drivers, shopping behaviors and preferences and tastes and nutrition opportunities as well as the importance of the groups. ▪ Architected social media listening dashboards to facilitate innovation sessions with clients and internally by mastering basics of Boolean query writing in BrandWatch.▪ Authored “The Keto Craze: Charting Growth and Identifying Keto Product Gaps,” an article providing Ketogenic diet insights; received media attention by NY Magazine - Grub Street (http://www.grubstreet.com/2018/11/why-the-keto-diet-is-so-successful.html).

Identified and presented high-impact market and consumer insights to support strategic customer wins in the meals market.▪ Supported team to reach $13.6M+ revenue growth commitment for meals category by managing market research, assisting in developing and executing short- and long-term strategic business plan, and providing key initiative insights.▪ Combined market insights and BI by building visual business intelligence interface that delivered actionable syndicated datasets and internal sales data and facilitated quicker insight development.▪ Led “2017 Flavor Chart – Culinary” conversations with chefs, marketing, R&D, and business development team.▪ Developed trend-related contents that have been foundational for customer engagements within meals end-use market.▪ Provided insights for natural channel initiative to assist business team in targeting new customer group; synthesized large syndicated datasets and discovered compelling market insight story that propelled initiative forward.▪ Delivered quarterly industry updates and business performance reviewed by investors.

Supported business teams with customer engagements, data requests, and trend presentations by highlighting trends and business opportunities. Partnered with business consultants; assisted in analysis and preparation of comprehensive market assessments by examining various consumer and market data.▪ Drove a 2,500,000-lbs. flavor business win with a global client through consumer insights.▪ Launched “Friday Fun Facts” (proprietary trend report program) in company’s weekly newsletters; received positive cross-functional feedback and maintained #1 newsletter click rank.

▪ Compiled 90-page competitive analysis deck for business leaders; highlighted top six global competitors’ strategies, capabilities, marketing platforms, products, and recent M&A transactions.▪ Managed the semester-long project of assessing weather impact on seasonal beverage items.

Analyzed student survey data using statistical software (STATA); presented key findings to faculty and staff. Prepared large datasets by cleaning and organizing data with statistical programming languages.