• Led mixed methods research for a scheduling tool and life

insurance product, improving customer journeys and product

alignment.

• Mentored researchers and designers, fostering a collaborative

research culture.

• Conducted internal platform surveys, enhancing tool usage and

team satisfaction.

• Conducted usability testing with prototypes to improve task

completion rates

• Conducted generative reasearch using quantitative and

qualitative methodologies for Spectrum News app, uncovering

news consumption behavior

• Organized in depth interviews and follow up surveys to prioritize

product features.

• Led research initiatives improving customer satisfaction by 15%,

reduced call volume by 12%.

• • Contributed to "Voice of the Customer" program, aligning

feedback with product development.

• Led Customer action team to improve products based on VOC

data

• Built customer insights dashboards that informed strategic

decisions across teams.

• Conducted interviews and analyzed support data, leading to a

10% reduction in support requests.

• Partnered with design teams to improve UI/U

• Provided technical support, influencing product fixes and

enhancing the user experience.