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Strategy & Roadmap Planning
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Cross-Functional Collaboration
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Stakeholder Management
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Coaching & Development
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Team Building
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Mixed-Method Research
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Qualitative Research
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Quantitative Research
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Design Thinking
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a11y Research
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Impactful Storytelling
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Lean UX/UXR
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UX/UXR in Agile
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Vendor Management
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Research Operations
Professional Experience
Digital UX Research Director - Corporate, Commercial, & Institutional Banking | VP
(June 2022 - June 2024)
Drove and facilitated collaboration between portfolio leaders (i.e., Product, UX, Development) across Corporate & Commercial product areas to identify and align on product vision and OKRs/KPIs/KEIs. Worked with managers (2) and team (13) to ensure appropriate research roadmaps were in place and executed against to support identified vision and metrics.
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Collaborated with cross-functional teams to ensure modernization efforts across product portfolios were thoroughly supported and grounded by customer research and analytics.
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Oversaw and guided a multi-phased research initiative that resulted in a 60% reduction in onboarding time with 20% less staff enabling the Global Corporate Trust team to significantly reduce new client backlog and increase annual revenue by 5-8% ($200M).
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Managed team of 15 UXD Researchers/Managers providing guidance on project prioritization and approach, reviewing and critiquing work, and holding regular goals/development conversations, resulting in consistently higher than average employee satisfaction survey responses.
Digital UX Research Manager | VP
(July 2020 - May 2022)
Managed 12-17 UX researchers who supported 48 product teams within 8 functional areas on usbank.com and the U.S. Bank mobile app.
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Educated product teams on capabilities of UXD Research and partnered closely with product team leadership to ensure user insights were one of the main drivers of roadmap planning.
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Worked with product partners to identify and size future research needs in order to justify and secure funding for 6 additional UXD Researchers to support the work.
Digital UX Research Manager | AVP
(July 2018 - July 2020)
Directed strategic UXD research studies to inform future direction for existing product teams and funding decisions for newly proposed product teams. Managed a team of 5 UXD researchers.
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Managed a $500k annual recruiting budget for the entire UX research team to ensure proportional allocation of recruiting funds was utilized across teams.
Senior UX Design Researcher
(May 2017 - June 2018)
Created and managed UX research roadmap for assigned agile product teams through thoughtful collaboration with stakeholders spanning all disciplines (e.g., UX, Development, Product, Risk, etc.)
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Designed, managed, and facilitated 1-3 qualitative UX research activities per month using a variety of methods from early-on discovery research (e.g., empathy mapping, co-creations, etc.) to evaluative research (e.g., card sorts, usability testing, etc.) to support product vision and metrics needs.
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Delivered research insights in compelling and creative ways to ensure action.
UX Research Lead
(September 2016 - May 2017)
Collaborated with stakeholders across multiple teams to determine UX research priorities for direct reports (3 researchers and 2 assistant researchers).
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Created and implemented process and procedural documents for team use to create a consistent and efficient approach for all researchers to follow.
User Research Analyst
(November 2014 - September 2016)
Managed and facilitated numerous qualitative UX research studies using a wide variety of research methods.
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Created functional high-fidelity prototypes for use in usability studies.
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Presented research findings to project stakeholders and provided actionable recommendations based on research insights.
Usability Specialist
(December 2013 - November 2014)
Established and implemented a new UX research process for MEDITECH to follow.
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Organized and facilitated a 60-participant usability study achieving government certification of 3 MEDITECH software platforms.
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Created wireframes and functional mock-ups for usability testing and functional reviews with end users.
User Interaction Designer
(January 2012 - December 2013)
Worked with internal and external resources to determine project requirements. Created functional mock-ups and wireframes based on project requirements.
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Produced functional specifications and communicated final designs to development and project stakeholders to ensure final designs fulfilled users’ needs and were technically feasible.
Usability Consultant Intern & Lab Assistant
(January 2011 - December 2011)
Planned, conducted, and completed a usability study. Created technical documents for distribution to clients.