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    • Created metrics and dashboards to monitor customer experience, enabling data driven decisions.

    • Revitalized NPS survey by improving survey design and bringing in more metadata, increasing actionable feedback 4x and improving scores to 35.

    • Developed a Research Panel with 20,000 customers in 90 days to facilitate targeted recruitment for qualitative studies.

    • Created 50+ dashboards in Qualtrics for the business unit to standardize data visualizations and improve speed to insights.

    • Collaborated with PM, Design and PD teams to create Customer Effort Score survey program, generating over 30 surveys in 2 years and establishing it as a primary KPI to measure usability at scale.

    • Developed 700+ rule-based text analytics taxonomy, automating qualitative feedback analysis and reducing manual analysis time by thousands of hours/year.

    • Analyzed customer feedback and data, enhancing satisfaction and service quality across 8 products.

    • Conducted focus groups, interviews, and usability tests which lead to improving the user experience of dozens of features.

    • Developed 30+ training guides and videos to help train fellow UX Researchers to utilize Qualtrics for their analysis and survey creation.

    • Created 12+ journey maps to address workflow gaps, and templatized the journey maps to be usable across the UX Research team.

    • Extracted insights from diverse data sources, driving strategic product decisions.

    • Led cross-functional 'Care Jam' program, swiftly implementing customer-centric enhancements.

    • Helped with issues from frontline customer service agents

    • Took customer escalation calls

    • Took frontline contacts (phone) for the Intuit Payments product line

    • Had a 70+ tNPS score throughout my time taking contacts

    • Managed the budget for this club focused on low income families (membership was free)

    • Led two other employees and provided regular feedback to improve their interaction with club members

    • Planned and developed education programs for club members of all ages

    • Assisted Daycare director in morning and after school daycare programs

    • Drove shuttle to drop daycare members off at school in the morning and pick up from school in the afternoon

    • Ensured club members were interacting with each other in a safe environment

    • Developed different games and activities for kids to play