SonocoUX Researcher and UX Project Manager
Sep. 2021 - Apr. 2022United StatesKey Impacts
✤ Pioneered the company’s first UX project to evaluate and implement a new CRM system to improve the customer experience across sales, marketing, QA, delivery, and satisfaction.
✤ Led the first UX effort to identify a new Customer Relationship Management (CRM) system to improve the customer experience for external customers and internal Sonoco teams, encompassing all aspects and touchpoints, from sales and marketing to quality assurance, delivery tracking, and customer satisfaction.
✤ Facilitated six workshops on "What is UX research?" and "How to conduct interviews" for the newly formed cross-functional project team from seemingly disparate stakeholders worldwide, from sales to C-level executives.
✤ Guided a small team, conducted internal and expert interviews, and created multiple user personas and journey maps of customers and Sonoco team members, which led to narrowing down to two vendors.