# Eric Pierce

> Lead UX and Product Designer at Operix

Location: Greater Boston, United States
Profile: https://flows.cv/ericpierce

I've been a journalist, a customer support agent and manager, a teaching assistant and workshop instructor, improv comedian, and championship kickball player and coach. I love User Experience design because I want to play on teams that help people, and make great experiences.

I have a passion for good design and for the needs of my customers. My zeal for collaboration means I always remember that my success is marked by the success of my teammates, including my users and clients. 

I enjoy learning about the world around me and, as a designer, having a finger on the pulse of how people behave and react to the world around them. 

www.ericspierce.com

Skills: User Research | Competitive Analysis | Heuristic Analysis | Personas | User Journey Mapping | Information Architecture | Site Mapping | User Flows | Rapid Prototyping | Wireframing  | Figma | Sketch | Axure | Invision | HTML | CSS | Customer Relations | Project Management | Training | Quality Monitoring | Writing | Journalistic Writing


---

## Work Experience
### Lead UX and Product Designer @ Operix
Jan 2022 – Present

### Product Designer @ Operix
Jan 2020 – Jan 2022 | Boston, Massachusetts, United States

### UX Designer @ Sallie Mae
Jan 2018 – Jan 2020 | Newton, MA
- Designed, wireframed, and tested the updated online student loan application. Updated patterns and interactions, introduced device-agnostic and accessible flows, developed and implemented our new design system, and applied the company rebrand.
- Presented designs and represented the UX department in front of oversight committees including the CMO and senior corporate leadership.
- Researched, tested, and designed a Loan Cost estimation tool utilizing the Lean UX process. Evangelized Lean across the Agile-focused organization, promoting iterative design, testing, and research to produce a product outside of the confines of a provided solution.

### Teaching Assistant @ General Assembly
Jan 2017 – Jan 2018 | Boston, MA
- Mentored students in the UX Design Immersive Program. Provided project and portfolio instruction and feedback, reviewed deliverables, and offered daily advice and encouragement to aspiring designers.
- Assisted instructor with classroom and curriculum management, including course and lecture planning, ideation, and grading.

### UXDI Student @ General Assembly
Jan 2017 – Jan 2017 | Greater Boston Area
Completed 400+ hours of immersive training in User Experience Design by industry experts. Over the course of 10 weeks, we completed and presented four design sprint projects.

This program encompassed the end-to-end UX Process, including:
- Design Process
- User Research
- Persona Development
- Visual Design
- Rapid Prototyping
- Wireframing
- Usability Testing
- Client and Stakeholder Management
- Information Architecture
- Tool Training

### UX Design Consultant @ Parative Scoring Automation Engine
Jan 2017 – Jan 2017 | Boston, MA
- Created a heuristic-based feedback evaluation framework for a prototyping tool.
- Designed a chatbot-based survey aimed at engaging users and encouraging genuine feedback.
- Designed an analytics suite and dashboard catering to the needs of product developers and their stakeholders.

### Associate Project Manager International Support @ Pearson North America
Jan 2010 – Jan 2017
Designed and implemented an organization-wide Quality Monitoring system for the HigherEd technical support group, improving overall performance by both domestic and overseas call centers.

Designed and implemented the personnel management process for seasonal and tenured support staff, increasing efficiency and improving staffing budget and forecasting accuracy.

Managed the accounts for multiple customer technical support call centers in the US, Philippines, and India.

### Associate Project Manager Quality Assurance @ Pearson North America
Jan 2009 – Jan 2010
Quality Assurance
Maintain and update Service Excellent Program (SEP) for online course management systems.
Work directly with VP of Customer Support, Project Managers and Support Teams.
Develop an SEP designed for our outsourcers based out of India and California.

### Technical Support Specialist @ Pearson North America
Jan 2007 – Jan 2009
Provided customer and knowledgebase support and for online course management systems.
Lead Support Specialist for MyWritingLab, MyReadingLab and MyCompLab.
Maintained relationships with long-time clients on a first name basis.
Trained and mentored colleagues and temporary personnel.

### Assistant Editor/Trafficking Specialist @ Tech Target
Jan 2006 – Jan 2007
Maintained and updated SearchNetworkingChannel.com (SNC).
Researched, interviewed for and wrote features stories for SNC.
Contacted and solicited vendors and experts for content and program information.

### Intern @ Internet Real Estate LLC
Jan 2005 – Jan 2006
Researched and entered data for company-owned websites.
Wrote reviews and editorials of featured podcasts.
Co-authored a business proposal for a partnership with a major European advertising company.


## Education
### User Experience Design Immersive
General Assembly

### Bachelor of Arts in Journalism
Ithaca College


## Contact & Social
- LinkedIn: https://linkedin.com/in/ericspierce
- Portfolio: https://www.ericspierce.com

---
Source: https://flows.cv/ericpierce
JSON Resume: https://flows.cv/ericpierce/resume.json
Last updated: 2026-03-31