# Rene Zelaya

> Sr UX Researcher at Thrivent | Human-Computer Interaction, Problem Solving

Location: Sausalito, California, United States
Profile: https://flows.cv/renezelaya

I use data and qualitative research to uncover customer insights to improve software products and services.  I am a mixed methods researcher who relies on data to provide insight as to what people do and qualitative methods to tell me why they do it.

## Work Experience
### Sr UX Researcher @ Thrivent
Jan 2021 – Jan 2024 | Remote
• 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

### UX Researcher (contract) @ Charter Communications
Jan 2021 – Jan 2021
• 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.

### UX Researcher - Customer Experience @ LogMeIn
Jan 2019 – Jan 2021
• 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.

### CX research Associate @ LogMeIn
Jan 2017 – Jan 2019 | United States
• Conducted interviews and analyzed support data, leading to a
10% reduction in support requests.
• Partnered with design teams to improve UI/U

### Customer Care Representative @ LogMeIn
Jan 2015 – Jan 2017 | Santa Barbara, California Area
• Provided technical support, influencing product fixes and
enhancing the user experience.

### Web designer @ Littlemonsterweb
Jan 2014 – Jan 2016
Designed and built websites for clients.

### UX / Web Designer @ Boxit
Jan 2014 – Jan 2014 | Santa Barbara
Designed and developed websites and landing pages.

### UX Designer @ Napses
Jan 2012 – Jan 2014 | Santa Barbara
Napses works as an intermediary across students, educators, and content owners to facilitate the digital distribution of academic material.

As one of the founding members, I help the team with UI & UX design. I am responsible for ensuring users have an extraordinary experience interacting with the web / mobile platforms.

### Graphic Design Intern @ Titan
Jan 2010 – Jan 2011
Designed and developed marketing assets an advertising space and design company. Significantly developed my skills using Adobe Photoshop and Illustrator. Learned to effectively work in teams.


## Education
### Master's degree in Human computer interaction for AI
Elisava School of Design and Engineering

### Certificate in Human-Computer Interaction for User Experience Design
Massachusetts Institute of Technology

### UX Certificate in User Experience Design
General Assembly UX

### Bachelor of Fine Arts in Painting in Painting
San Francisco Art Institute

### Fine and Studio Arts
Gerrit Rietveld Academie, Amsterdam


## Contact & Social
- LinkedIn: https://linkedin.com/in/renezelaya

---
Source: https://flows.cv/renezelaya
JSON Resume: https://flows.cv/renezelaya/resume.json
Last updated: 2026-04-13