Resume

Present role: Associate Director, UX Research, Verizon Connect

I currently oversee UX Research functions as part of the Experience “X” Team at Verizon Connect! This role includes the previously listed responsibilities, plus:

• Managing 5 UX Research Managers and their reports (team total: 19, all across the world!)

• Assessing UX Research allotment and gaps across our Product x Engineering x UX cross-functional teams

• Planning and sharing creative, effective research readouts and communications across wider Verizon, including presentations to C-suite and executive leadership

• Triangulating data with business operations insights, customer experience metrics, and other research throughout the company

• Layering UX research insights across all phases of our company’s unified customer journey (Sales, Onboarding, Use, Support, Renewal, Upgrades)

Sep 2022 - Dec 2023: Senior Manager, UX Research, Verizon Connect

I was promoted and took on the leadership of the global UX Research team, with reports located across the US and Ireland. My responsibilities included:

• Partnering with fellow senior global leaders on wider management of the entire X Team

• Establishing more foundational lines of UX Research, in conjunction with our Product roadmap

• Launching our Customer Connect, a UX Research repository, as well as an analysis and communication tool

• Participating in senior leadership meetings on business and product strategy

• Sharing our team learnings in the industry and UX community (e.g., sponsoring and presenting conference talks, publishing)

Jan 2019 - Sep 2022: Manager, UX Research, Verizon Connect

I was promoted to lead the US-based UX Research team (total max team size: 6). We also expanded our coverage to include our commercial products (Reveal, Fleet, Work). My responsibilities included:

• Managing the UX Research team’s experience, processes, growth, and development

• Establishing research protocols for our Lean Product Playbook approach

• Creating and contributing to Kanban practices, Hoshin goals, and OKRs

• Collaborating with product managers and owners on our research roadmaps

• Establishing a partnership with User Interviews, our research recruitment and management tool

• Promoting a culture of sharing with the greater UX and tech industry (e.g., conferences, talks, workshop sessions, online publications)

Oct 2017 - Jan 2019:
UX Researcher, Verizon Connect

I was hired as the inaugural UX Researcher for Verizon Connect’s consumer product, Hum. My responsibilities included:

• Establishing qualitative research methods (e.g., in-depth interviews, ethnography, card sorts, needs analysis)

• Spearheading quantitative methodologies (e.g., survey design in Survey Monkey and Qualtrics, univariate and multivariate statistical analyses using SPSS and R, feature prioritization work, Kano questionnaires)

• Establishing research operations (e.g., recruitment, incentives, documentation)

Check out my resume and connect with me on LinkedIn!