• Improved Analytics Portal Dashboard Achieved a 79% increase in usage adoption and an 87% reduction in complaints.
• Reduced call drivers by 32%, significantly decreasing support volume.
• Developed a self-service portal that eliminated 90% of manual work.
• Unblocked $5M in revenue for Business SMS product.
• Lead and grow a global UX team across multiple regions to meet business goals.
• Recruit top talent and foster a collaborative, high-performing culture.
• Communicate design ideas effectively to stakeholders and leadership.
• Establish processes and guidelines to streamline project workflows.
• Build strong partnerships with Engineering, Product, and Marketing teams.
• Showcase UX impact through brown bags and presentations.
• Develop and maintain a design system to boost consistency and speed.
• Mentor and empower designers to excel in their roles.
• Promote a #OneTeam mindset to maximize team expertise.
• Translate requirements and research into IA, user journeys, and prototypes.
• Define personas and value propositions to align design with business goals.
• Manage the UX backlog and roadmap for continuous improvement.
• Improve NPS by addressing user pain points and enhancing experiences.
• Boost customer satisfaction by improving usability and accessibility.
• Create and ensure a unified product experience across all platforms and touchpoints.