Resume

Results-oriented researcher with over 16 years of experience working with SaaS companies, conducting research to uncover customer insights leading to demostrable impact to business decisions and identification of opportunities for innovation. Experienced at establishing research programs and developing scalable democratization programs.   

Servant leader known as a strategic thinkinger, collaborative thought partner, and problem-solver who works cross-functionally to achieve business goals. 

GoDaddy | Tempe, Arizona

Senior Manager, Customer Research: 2023-present

Manager, Customer Research: 2021-2023

Lead Researcher: 2020 - 2021

Senior Researcher: 2018 - 2020

Key projects: 

Lead researcher for innovation opportunity; resulted in new app development and launch. Included proving concept, defining target, developing target persona, Go-To-Market planning, Messaging, Naming, and Pricing, onboarding, setup and use UX research. 

Research tool evaluation. Manage vendor relationships. Product benchmarking and testing of key customer journey flows. Concept testing for proposed new products and features, opportunity sizing for new product, marketing message testing/RTB prioritization, feature prioritization, refining of product personas and high-value customers, mobile research, product naming, landing page optimization, beta/early access chatbot testing. Product end-of-life (EOL) impact, price change impact. 

Running brainstorming sessions, providing training for continuous discovery practices, evangelizing user research and promoting the voice of the customer. 

Choice Hotels International | Scottsdale, AZ

UX Research Lead | 2017 - 2018

• Implemented continuous discovery practices for product teams to increase customer touch-points and empathy
• Owned research projects from request through report out for desktop site, mobile site, mobile app and on-site services
• Led workshops UX Research pratices, continuous product disocvery, and interviewing practices
• Presented at meetups and internal conferences to evangelize and educate about UX research

Key projects: 

Upscale brand research for digital channels and on-site services, voice assistants, virtual agents, mobile and desktop web, mobile app, site navigation, and micro-site IA. 

Keap (formerly Infusionsoft) | Chandler, AZ

UX Analyst Team Manager: 2015-2017

Usability Engineer, Level III: 2014 - 2015

● Developed SaaS company’s in-house user research program, included a scalable recruiting and testing process, established reesarch operations, research templates, and role leveling guides; grew and managed team of four researchers

● Lead researcher on next generation technology projects. Included validating product concepts, providing consistent learnings from  target user, developing personas, setting up weekly sessions with customer council, leading site visits, and running generative sessions to understand ideal customer experience

● Led audit of Customer Relationship Management (CRM) feature providing quantitative and qualitative data to shape product redesign and direction 

 ● Supported Voice of Customer (VOC) and Customer Experience (CX) teams with Net Promoter Score (NPS) and Customer Experience Index (CXi)  

● Selected by leadership team from department of 20 employees for President’s Club 2015 for consistently high quarterly review scores for performance, contributions to increased customer-reported usability ratings of the software, and development of in-house user experience program

Key projects: 

Drove research on new product development, reimagining of the email builder product, partner micro-site, Infusionsoft Payments, PayPal account setup, Getting Started wizard for new customer account setup, Kickstart onboarding services, partner program improvements.

GoDaddy | Scottsdale, AZ   

Usability Engineer III: 2011 - 2014 

● Led user research and usability testing for internal and customer-facing products, professional services, desktop application, kiosk and mobile application

● Created Usability Engineer process guide for onboarding and reference 

● Provided redesign and content recommendations for marketing emails that resulted in more than $2 million in increased sales for second half of year over first half   

Key projects: 

Domain search and purchase pathway, hosting purchase, setup, and account management, My Account (customer account management), SSL purchase, setup, and management, shopping cart, GoDaddy/OfficeMax kiosk, internal CRM tool, online application process, online Help library, template-based website builder, professional web builder services, template-based email builder, Resellers micro-site and relationship management.

Research Assistant  

Cognitive Engineering Research Institute (CERI); Mesa, AZ     

2008 – 2011

● Performed research for the Department of Defense on human performance for unmanned aerial  vehicles (UAV) and unmanned underwater vehicle (UUV) systems and pilots; included human-computer interaction, human-in-the-loop team performance limits, elements that affect cognitive load, and elements of expertise 

● Developed and ran participant sessions on simulators, assisted in analyzing and reporting findings to stakeholders with recommendations for improved process and designs 

● Co-authored paper and poster published at Human Factors International, September 2010

• Recommended training changes that were implemented by the United States Army in training unmanned aerial vehicle (UAV) pilots   

Post-graduate Certificate: Market Analytics

Cornell University, 2021

Relevant coursework includes

• Segmenting and defining target customer
• Using data for positioning brands
• Measuring customer preferences
• Predicting and managing customer LTV
• Market response modeling
• Optimizing digital advertising with analytics

Bachelors in Psychology/Human Factors

   and Business Administration

Arizona State University; Tempe, Arizona 2008

• Graduated Summa cum Laude
• Relevant coursework includes
  • Research Design
  • Applied Psychology
  • Statistics
  • Human-Computer Interaction
  • Website Design
  • Human Factors 

User Experience Certificate

NN/g Group; San Francisco CA 2014