Rob Andres

User Experience Research & Design Leader | Innovation Workshop Facilitator @Magnetize Digital LLC

Presentation DesignerWeb Developer✨ Business OwnerProduct ConsultantPartnerEngagement ManagerCustomer ResearcherAdvisorBusiness AnalystBusiness Development ManagerProduct ManagerIllustratorCommunication DesignerProduct DesignerUX/UI Designer🧨 Consulting🐦 Design👍 Sales & BizDev💼 C-level ExecutiveBusiness Owner✔️ IT💸 Marketing🔥 Startup Founder

As a thought leader in (CX) customer experience, (UX) user experience, and (SD) service design, I specialize in leading enterprise teams that deliver innovative solutions with exceptional experiences. I leverage my extensive consulting background to drive technology-driven transformations, focusing on holistic, human-centered design and innovation. I am committed to best practices in design and program governance, ensuring projects are delivered on time, within budget, and to high standards. My leadership is evident in my ability to bridge the gap between business and IT by leading Agile, human-centered research and design initiatives, including Innovation Sprints, Design Thinking workshops, user research, customer experience design, user experience design, and service design programs. These programs engage and align stakeholders by mapping customer journeys, illustrating process flows, uncovering insights, and communicating business value, resulting in actionable strategies. I build and lead teams that excel in defining superior requirements by translating user needs and business objectives into Agile user stories, refining priorities, and managing a dynamic backlog that guides the development process as priorities evolve. I bring extensive industry experience in Telecom, Financial Services, Healthcare, Transportation and Logistics, Travel and Hospitality, Retail, Consumer Goods, and Education.

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Work Background

MagnetizePartner

Aug. 2023Atlanta Metropolitan AreaEmpowering businesses with innovative solutions across Digital Transformation, Customer Experience (CX) / User Experience (UX) / Service Design & Research, Business Communications, and Event Photo Marketing Solutions. Dedicated to optimizing customer interactions to be seamless, efficient, positive, and delightful. Enhancing customer experiences is valuable to any business looking to improve engagement, streamline processes, communicate effectively, and increase brand awareness. DIGITAL TRANSFORMATION: Guiding organizations through the digital landscape, ensuring technology not only meets the current demands but also paves the way for future growth. CX / UX / SERVICE - RESEARCH, DESIGN, DELIVERY: Understanding customers’ behaviors, wants, and needs to create experiences that resonate deeply and foster lasting loyalty. BUSINESS COMMUNICATION DESIGN: From branding to digital media, we craft visuals and messages that truly reflect your company’s identity. EVENT PHOTO MARKETING: Innovative photo marketing strategies make events unforgettable, engage attendees, and amplify brand visibility.

Wipro LimitedHead of Americas - Design-Led Transformation Practice

Jan. 2021 - Jun. 2023Atlanta, Georgia, United States• Built high-performing practice of 38 consultants who drove innovation by governing transformation programs delivering customer experiences, service designs, managed services, and Agile services while managing global teams across three regions, ensuring cohesive service delivery and resource management. • Strategized with crucial client business partners and IT leaders to establish transformational vision, business goals, success criteria, and expectations, establishing alignment among all stakeholders. • Led business development teams that landed the two most prominent clients and boosted revenue by 98% and margins by 20% in 18 months, driven by revenue increases of over 300%. • Team Awarded "2022 Best Wipro D&C Engagement, Digital Consulting, 2nd Runner Up" award for exemplary performance and impressive land-and-expand approach. • Directed design teams facilitating design thinking workshops, fostering collaboration and human-centric thinking to validate current E2E service states, define aspirational E2E services and experiences, and attain key stakeholder alignment. • Guided product and design teams that delivered service design and UX visual artifacts, including, but not limited to, journey maps, service blueprints, data/system flows, and rapid prototypes. • Governed requirements orchestration, Agile epic/story writing, feature backlog, and sprint planning while implementing processes that accelerated feature definition and entry into backlog velocity by over 50%.

CognizantDirector - User Experience, Conversational AI

Jun. 2017 - Jun. 2020Greater Atlanta Area• Spearheaded the direction of on and offshore teams researching and creating Conversational AI (CAI) solutions across multiple industries, supporting a holistic, unified customer experience by leveraging CAI to enhance key customer touchpoints. • Led a CAI team that successfully developed and deployed a virtual agent for an airline client, enhancing customer service by automating responses and decreasing demand on human agents by handling approximately 1,200 inquiries weekly with an 80% containment rate and 90% chat accuracy, contributing to a digitally enabled, customer-first strategy. • Guided cross-functional teams through Design Thinking workshops and customer research to produce key service design artifacts such as journey maps, conversation flows, data flows, and user stories. Artifacts delineate end-to-end business objectives, user needs, and feature requirements, creating a connected, customer-centric ecosystem. • Managed the Agile-based product design lifecycle from initial research through design, testing, and enhancement iterations, ensuring alignment with the client’s digital transformation objectives. • Developed Voice User Interface (VUI) design artifacts that articulated functional, architectural, and design requirements, effectively reducing prototype development times by 28%.

CognizantSenior Manager – Consulting, User Experience Design

Jun. 2014 - Jun. 2017• Led and managed six teams of on-shore and off-shore service designers, UX designers, researchers, and strategists to provide user-centered service design solutions for eight projects across various industries. • Increased practice revenue by 18% by reclaiming multiple unsatisfied customers and reestablishing brand loyalty to Cognizant by personally meeting with clients, addressing all concerns, and instituting corrective action plans that met and surpassed expectations. • Established seven strong client relationships by serving as a trusted adviser in service design, CX/UX research and design, and developing digital products across entire service ecosystems. • Managed five user research initiatives, including qualitative and quantitative studies, to inform design decisions and validate proposed solutions. • Merged the software user experiences of four acquired regional real estate companies into a modernized unified system. • Developed essential service design and CX/UX communication artifacts: interview protocols, workshops, key performance indicators, journey maps, task flows, etc., to document and validate the current state of E2E user experiences, data flows, and business IT infrastructure. • Created rapid prototypes for proof of concepts, user testing, and validation to ensure successful user adoption.

Digital Marketing & Media, Inc. (MBE certified)Principal/Owner – Digital Design & Consulting Company

Jan. 2008 - Jun. 2014• Established a boutique digital design & consulting company specializing in service design, UX design, digital strategy, and new digital product design. • Secured and expanded a client base of organizations and individuals with various transformative service design and user experience needs. • Acquired notable clients, including AT&T [Intellectual Property, Labs Research, Human Factors, U-Verse, Digital Life, (OSD) Operations Service Development], LexisNexis, NCR - Human Interface Technology Center. • Collaborated with AT&T Innovation team to launch The Innovation Pipeline (TIP) in 2009. Ten years later, 130,000 members across 54 countries submitted more than 50,000 ideas, and over 100 projects transformed into real products and services. • Conducted Design Thinking workshops and user research used to drive service design and user experiences across multiple platforms, including web, mobile, television, social media, and more, establishing project requirements, objectives, and success criteria. • Visualized abstract service design modeling concepts, business processes, and supporting technologies via information layouts, journey maps, wireframe mockups, task flows, storytelling, and rapid prototypes. • Designed and prototyped multi-channel user experiences (voice, PC, mobile, and emerging tech) to drive digital transformations. • Awarded 4 US patents for collaboratively developed solutions.