UX Researcher | Edward Jones

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Conducting research to improve processes, user experiences, design, functionality, mobile interactions, and go-to-market strategies.  Delivering results through usability labs, contextual inquiries, surveys, interviews, focus groups, validation bench, and market research.

Information Technology Manager | St. Louis County

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Transformation consultant developing a new enterprise-wide customer care approach for 1M citizens who make 5M inbound annual phone calls.  Deployed a new mobile app that reduced inbound call volume and automated service calls.  Established KPIs and interaction flow procedures to increase first contact resolution across online, text, phone, and walk-in traffic channels.  Led usability labs, contextual inquiries, and design thinking sessions to build journey maps, user flows, and personas.  Managed the web team responsible for design, content, SEO, SEM, the voice of the customer, and brand integrity.  Built a digital knowledge base and service ticketing system inside of Service Now.

Senior Director of Marketing | The Oakwood Group

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Effectively showcased Oakwood's consultant leadership to deliver cutting-edge design, site architecture, and development process projects.  Established a new lead generation program.  Re-designed the website to effectively compete in a commoditized vertical. Energized social media channels driving stronger product awareness and competencies.  Research leadership included contextual inquiries, moderated market research, and usability studies.

Website Manager | First Bank

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Project Manager for a complete rebuild of the company's website and social media channels.   Led all project phases including discovery, low-fidelity, and high-fidelity prototyping, UAT, and deployment.  Established a new site design and wrote all content to showcase products, services, and leadership.   Energized a dormant social media program to increase brand strength, create engagement, and humanize the department and leadership team members.  Met project objectives of client growth, incremental product gains, enhanced brand repositioning, and competitive separation.        

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Product & Solutions Manager | Maritz

Built digital marketing programs for Opportunity Max to increase automotive dealership vehicle sales.  Created and led business development and product specialist teams centered on SEO, SEM, reputation management, branding, paid search, CRM, email marketing, and Adwords campaigns. Designed all customer-facing training.   Rebuilt the new company website.  Leveraged social media to improve brand strength and brand awareness.

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