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Work Background
Bank of AmericaSr. User Experience Researcher
Jan. 2023 - May. 2024United States
Caesars DigitalUX Researcher - Product Strategy
Mar. 2022 - Oct. 2022Jacksonville, Florida, United States
Key Lime Interactive, LLCUX Strategy and Research Manager
Aug. 2021 - Jan. 2022United States
Key Lime Interactive, LLCSr UX Research Consultant
Apr. 2021 - Aug. 2021Jacksonville, Florida, United StatesUX Researcher working to assist clients to create better products and experiences for their customers and patients.
LogistiCareDirector Of User Experience
Jun. 2016 - Oct. 2017Remote/Telecommute/Jacksonville, FLResponsible for the design, buildout and management of a new User Experience Team of 10 for a state government-contracted health care transportation organization. Tactics include defining team structure, candidate sourcing as well as all aspects of ongoing strategic planning, direction and management. To date results include over $48 million ROI, a 50% reduction in customer service call volume and an increase in client satisfaction of 50%. • UX Strategy- Develop and implement a UX process and long term plan that supports business goals and improves integration while reducing costs and minimizing pain points
• UX Management- Build and manage a UX team that creates high quality and timely deliverables, improves interactions and integrates best practices
• Metrics & Reporting- Architect the framework to collect data to baseline current stats and track impact and results following implementation
AnthemSenior User Experience Researcher
Jun. 2015 - Mar. 2016RemoteConsulted as new user interaction expert for a large project with a major healthcare insurance provider. Assisted multiple Scrum Teams within the Agile process by leveraging research to improve user experience informed by business goals, key metrics and past research. • UX Analysis- Assessed quantitative data and dendrograms to develop accurate reports to assist teams in UX changes
• UX Personas - Developed personas and customer journey maps, managed relationships with external vendors executing against them
• Site Navigation- Created Card Sort, an intuitive enterprise navigation structure for both public and secure health insurance websites
Bank of AmericaSenior Usability Researcher
Mar. 2014 - Dec. 2014Remote/TelecommuteImproved employee experience and UI for a large financial services firm by creating research plans to discover issues and provide recommendations for improvements. Mentored team members, interviewed employees globally and created new hire processes to promote employee engagement and efficiency. • UX Management- Successfully led team members in research projects to define applicable best practice UX solutions
• IT Architecture- Designed information architecture and wireframes that improved usability for employee portal
• Testing- Utilized multiple testing products, tools and methodologies to implement tests, gather findings and identify action items
CitiUser Experience Architect
Apr. 2013 - Mar. 2014Jacksonville, Florida AreaImproved customer user experience by implementing UX best practices and designing better experiences. Created wireframes utilizing industry best practices and meeting business requirements.
The Capital Group CompaniesSenior User Experience Design Consultant
Jul. 2012 - Apr. 2013San Antonio, Texas AreaWorking with several different Agile and Kanban teams on projects ranging from small improvements and redesign of existing systems to new interactions and functionality.
Usable DesignsPrincipal: UX Strategist, Business Strategist, ROI Expert,
Jan. 2012 - Mar. 2025Remote/TelecommuteServe as User Experience Consultant to provide single point accountability for all UX needs. These include diagnostics, strategy advice and the expertise to implement solutions. Clients include Xerox, Rockfish Interactive, Wells Fargo, Citigroup, FedEx, Vonage, Norfolk Southern Corporation, ACS Technologies and Industrial Medium. • UX Assessment - Construct and execute usability tests and data analysis to identify current weaknesses and problem areas and the metrics that define them
• UX Strategy- Build roadmaps outlining improved strategies and processes in line with goals including client acquisition, increased conversion percentage and reduced overhead
• Staff Supplementation- Lead project teams to implement solutions, test, build timelines, review deliverables and assess new interface options in line with industry UX standards
USAASenior User Research Analyst for Bestica
Jun. 2011 - Dec. 2011San Antonio, Texas AreaUSAA’s first Agile User Research Analyst, working with Lean Agile development teams to define the new User Experience process for Lean Agile. Teach User Research group UX Agile Integration and coach Agile teams on implementation of UX into Agile process.
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