For over a decade I've been conducting qualitative and quantitative research to improve customer experiences. I have experience with a variety UX Research methods, with specific expertise in: surveys, field studies, focus groups, customer interviews, and heuristic evaluations. I also have experience creating user personas, journey maps, flow charts, affinity mapping and many other UX practices. My entire career I've also been deeply involved in the Agile process and have a ton of experience with Design Thinking methodologies.

I have a unique background because I not only conducted extensive research projects using traditional UX Research methods (including surveys, field studies, focus groups, customer interviews, usability studies, etc.) but I also analyzed customer feedback (Voice of the Customer or VoC analysis) from a variety of sources including: PRS/NPS, tNPS, CES, CSAT, Customer Service contacts, App Reviews, Social Media Posts (including Reddit). I also regularly combined this with product and/or marketing data to ensure I was gathering the most actionable insights possible.

I was fortunate to also be able to do a significant amount of VoC Program Manager work, including:

-Leading an initiative to redesign the PRS (in-product NPS) survey, which included: a visual overhaul of the survey, bringing in additional metadata to further refine the survey and data analysis possibilities, designing and launching a robust text analytics taxonomy, and creating a robust monthly insights share-out designed for a wide audience from Product Managers to our VP of Product and Design.

-Launched a Customer Effort Score (CES) program, including: designing and building the survey (in Qualtrics), partnering with Product to implement surveys in key product workflows, creating a robust 20+ page developer guide that allowed teams to implement the survey with minimal support needed, and developed a dashboard template so teams could analyze the data for insights themselves.

On the technology side I have over 5 years of expertise in Qualtrics, including survey design and implementation, dashboard creation, and workflows. I'm also highly skilled in Excel/Google Sheets for data analysis and am currently learning SQL and Python to further develop my data analysis skillset.