# Anna Marrero > Design Strategy @ Golden 1 Location: San Francisco, California, United States Profile: https://flows.cv/annamarrero Design researcher and product strategist specialized in uncovering multi-channel insights that inform product and service roadmaps. I work best in fast moving, collaborative environments, and enjoy finding creative ways to translate research into feasible solutions that balance business, user, and technical constraints. ## Work Experience ### Web Experience Manager @ Golden 1 Credit Union Jan 2026 – Present ### Senior Service Designer @ Golden 1 Credit Union Jan 2025 – Jan 2026 | Sacramento, California, United States I lead the end-to-end research, design, and enhancement of both product and service experiences at the 7th largest credit union in the nation. • Produced 73 end-to-end journey maps, triangulating in-depth interviews, surveys, and complaint data to uncover insights that informed roadmaps and digitization efforts adopted by 60% of teams. • Identified member pain points in auto lending journey through interviews and complaint data analysis, reducing call volume by 27% and increasing digital-first payments by 16%. • Spearheaded stakeholder interviews and workshop facilitation, identifying insights that empower members and streamline operations within the collections journey, defining the roadmap for future state. • Mentored junior service designers, supporting growth in research technique and design thinking. • Improved enterprise knowledge management search accuracy by 20% and adoption by 39% through intent analysis and aligning call center workflows to platform. • Designed a Trusted Contact program leading internal interviews and translating regulatory and operational constraints into a scalable service blueprint that strengthened fraud safeguards for members. ### Service Designer @ Golden 1 Credit Union Jan 2023 – Jan 2025 | Sacramento, California, United States ### Lead Design Strategist @ EltaAI Jan 2025 – Jan 2025 • Led end-to-end product execution, spearheading research, road mapping, design sprints, and cross functional partner alignments. • Ideated with client to define use cases, scope, requirements, and go-to-market strategy. • Managed research strategy and execution, leveraging contextual research, survey design, and in-depth interviews to validate and solidify the MVP. • Reduced prototype complexity by 50% through UX audit and user flow redesign. • Improved task success from 40% to 70% by leveraging insights from 3 rounds of usability testing. • Mentored 2 designers and partnered with 6 developers to validate feasibility and inform redesigns. ### Project Manager @ Outcast Jan 2022 – Jan 2023 | San Francisco, California, United States • Managed scope, budget, and timelines for 5 agency accounts with templatized action plans for new projects and biweekly feedback cadences to maintain structure and timeline. • Centralized 4 PM tools into 1 platform, reducing project tracking by 20+ hours/month per team. • Standardized project approach by establishing expected turnaround times, budget allocation per deliverable, and estimated iteration counts. ### Lead Product Designer | UX Design Apprentice @ BRIDGEGOOD Jan 2022 – Jan 2022 | Oakland, California, United States Led a team of four designers to develop a new product for BRIDEGEGOOD using a process centered with business values and developed through a design thinking approach. Participated in a three-month UX apprenticeship program consisting of foundational learning and mentorship from leading companies within Bay Area Tech. ### Curator/Project Manager @ TEDxUCDavis Jan 2021 – Jan 2022 | Davis, California, United States Directed a grassroots organization of 28 members to organize a world class, intellectual conference consisting of 100 attendees, five speakers, and four performances. ### Event Team Member @ TEDxUCDavis Jan 2020 – Jan 2021 | Davis, California, United States ### Server @ Union Square Hospitality Group Jan 2017 – Jan 2018 | New York City Metropolitan Area Excelled within a fast-paced, high pressure environment, simultaneously attending to multiple large and small parties whilst communicating clearly with co-workers. ## Education ### Bachelor's in Design, Psychology University of California, Davis Jan 2019 – Jan 2022 ## Contact & Social - LinkedIn: https://www.linkedin.com/in/alpmarrero --- Source: https://flows.cv/annamarrero JSON Resume: https://flows.cv/annamarrero/resume.json Last updated: 2026-04-07