Experience
User Experience Researcher | Edward Jones
User experience researcher working in full-stack agile teams supporting our clients, prospects, and branch teams. Analyze interactions between users and a product/service, to improve its usability, accessibility, and overall user satisfaction. Work with design, development, QA, legal, compliance, and company-wide cross-functional teams to ensure the user's perspective is deployed and incorporated throughout the design and development process. Disciplines include usability testing, persona development, iterative design, contextual inquiries, surveys, focus groups, market and competitive analysis, design thinking labs, and continuous learning.
Information Technology Manager | St. Louis County
Transformation consultant implementing an advanced customer care program to improve problem resolution of the 1M citizens across the County footprint. Built and managed a test and learn contact center achieving first-contact resolution through an advanced knowledge base and ticketing system. Conducted moderated research and intercept studies resulting in improved efficiencies and service across 40 departments.
Senior Director of Marketing | The Oakwood Group
Established the competitive difference of Oakwood technology consultants to provide strategic project-based leadership across a diverse range of disciplines. Re-designed the company website and led research to more effectively compete in a crowded and undifferentiated vertical.
Website Manager | First Bank
Agile Project Owner leading a ground-up rebuild of the company's public-facing website from discovery to deployment. Worked cross-functionally with fifteen departments. Managed the agency of record and led internal/external research to define our brand promise, establish user personas, and create a voice of the customer relationship.
Product & Solutions Manager | Maritz
Led the business development team and product specialists in creating digital marketing solutions for franchise automotive dealerships. Disciplines included SEO, SEM, reputation management, branding, paid search, CRM, email marketing, and Adwords campaigns. Designed company training platform. Redesigned the company website.
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Technology and Tools
UserZoom | Qualtrics | Mural | Pendo | Jira | WordPress | DotNetNuke | Google Tag Manager | Google Search Console | Google Analytics | Xenu | EnjoyHQ | SalesForce | ServiceNow | ContentSquare