User Experience Researcher Resume Wilmington, DE - Hire IT People

PROFILE:

Results - oriented user experience researcher with substantial expertise in both research and design. Seasoned user advocate and user-centered design champion, skilled at communicating effectively across diverse stakeholder audiences. Passionate about leveraging research findings to meet user needs, drive product innovation, and support the organization-wide mission of customer experience excellence.

CORE COMPETENCIES:

Qualitative Research
User-Centered Design
Usability Optimization
Mentoring / Advising / Leading Teams
Project / Program Management
contextual inquiry, ethnography, field research, in-depth interviews, usability testing (remote, in-person, laboratory, multi-phase, guerrilla, RITE), concept validation and refinement studies, co-design, mental model development

PROFESSIONAL EXPERIENCE:

Confidential, Wilmington, DE

User Experience Researcher

Responsibilities:

Working on a highly collaborative, cross-functional ‘garage’ team dedicated to improving the consumer credit card dispute experience.
Conducting ‘agile’ and strategic research to uncover customer attitudes, expectations and needs across channels and customer touch points.
Methodologies include in-depth interviews, co-design, usability testing, service mapping.

Confidential, New York, NY

Vice President, User Experience Research Lead

Responsibilities:

Led user research for the wealth management organization’s advisor-facing platform on desktop and mobile.
Worked with design and business leads on user research strategy to support long-term and tactical goals. Managed the research budget.
Built and managed a pipeline of lab-based and field research projects.
Oversaw agency execution.
Piloted a process for design teams to conduct bi-weekly, guerrilla usability and concept feedback testing.

User Experience Consultant

Confidential, New York, NY, Philadelphia, PA, Princeton, NJ

Responsibilities:

Conducted a generative research study that informed the scope and direction of a new product for the al assessment market.
Field research in the United States and Europe to inform the redesign of a cash management application.
Competitive analysis of cancer treatment center web sites.
Developed the design concept and underlying information architecture for a CRM desktop application.
Usability testing and heuristic analyses of web sites and desktop applications.

Confidential, Philadelphia, PA

User Experience Researcher

Responsibilities:

Developed and managed a rolling 6-month research plan with formative and evaluative research streams.
Conducted the organization’s first field research study within a call center environment.
Deliverables included a detailed mental model visualization highlighting user pain points, and design and business opportunities.
Worked with the design team to brainstorm and prioritize design solutions.
The project’s success resulted in additional field studies and a ‘how to’ to the user research team.
Gave a ‘Life of a Call Center Agent’ presentation to the Product and Design all-hands.

Confidential, Philadelphia, PA

User Experience Researcher

Responsibilities:

Introduced and successfully incorporated user research activities into the newly acquired MasterTax product team’s product development lifecycle.
Initiated and led a knowledge-sharing forum to leverage user research learnings and best practices across the Confidential organization. Outcomes included creation and optimization of key team processes for customer recruiting, stakeholder engagement, and tracking effectiveness of research outcomes.
Served as the usability expert on a pilot agile team, conducting real time heuristic reviews and guerrilla usability testing.

Confidential, New York, NY

User Research Manager

Responsibilities:

Mentored 15 information architects, designers and product managers across 6 product teams on user research methods and best practices.
Strategized with cross-functional agile teams to develop and maintain a robust pipeline of user research activities to support product roadmap goals.
Built strong working relationships with the legal, marketing, customer solutions and sales teams to optimize effectiveness and efficiency of customer recruiting.

Senior Information Architect

Confidential, Wilmington, DE

Responsibilities:

Introduced and successfully incorporated user-centered design methodologies into the company’s software development lifecycle.
Initiated and managed the company’s first customer research project, as the preliminary stage of a portal redesign. Conducted the company’s first usability test.
Design lead on an enhancement to the company’s order entry application, addressing productivity issues for power users.
Conducted time trials and developed an ROI analysis.
The new design reduced the number of clicks per order from 18 to 5, with an estimated productivity improvement of 400%.

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User Experience Researcher Resume

Wilmington, DE

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