Resume
The X Team leaders, Dublin 2023. I’m so thankful that I got to be part of such a creative, inspiring, hilarious, and kind team!
Present role: Associate Director, Experience Research, Verizon Connect
I started this role in Dec 2023, and I currently oversee several research functions (UX, CX, market research, competitive intelligence, and Voice of the Customer) as part of the Customer Experience & Transformation team at Verizon Connect.
This role includes my previous responsibilities (below), plus:
Advocating for underserved populations within our customer base
Assessing research allotment and gaps across our 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)
