Voicemod

Principal UX Researcher

Sabbatical

- Scaled a cross-functional team from 3 to 16, including 3 UX Researchers, 8 Product Designers, 4 Customer Success Agents and 1 Product Operations manager in a high-growth environment, implementing mentorship programs and career development initiatives that resulted in 90% team retention and 4 internal promotions within 18 months

- Cultivated a research-centric culture by implementing the "Rapid Research Program", ensuring product squads engaged with users on a bi-weekly basis. This initiative not only empowered researchers to have a more significant impact but also educated the broader organization on the value of user research resulting in a 40% increase in research utilization across product development cycles

- Spearheaded strategic research project on Gen Z socialising habits, utilizing diverse techniques including diary studies, interviews, and surveys, that influenced long-term product strategy and senior stakeholders, leading to the development of community-focused features such as community voices & sounds. The research and data-driven strategy resulted in a 7% increase in paid conversion rates

- Implemented innovative knowledge-sharing initiatives including UXR video episodes, UXR pills, UXR  quizzes and UXR memes, dramatically elevating the company's user knowledge score from 4 to 7.25. These creative approaches not only increased understanding of user research across the organization but also fostered a culture of continuous learning and user-centricity.

- Served as a key member of the extended C-level team, regularly collaborating with and influencing executives across product, engineering, and business functions. Demonstrated adeptness in navigating complex stakeholder landscapes, effectively communicating research insights to drive strategic decisions

Director of UX Research, Design, User Support & Product Operations

Head of UX Research, Design & User Support

Jeffapp

Achievements: (duties listed on the position below as a Senior)

- Leading a team of 5 UXers and 10 PDs.
-First UX Researcher hired in the company, who managed to change all the product squads mindset by teaching and implementing UX Research as part of the product life cycle having now a total customer centric approach in order to solve user problems and serve their needs
- Proactively started projects such as loyalty, gamification, jeff coins, jeff card & implementing a user centric vision in all squads
- Taking ownership of each and all the projects I have either started or got involved by not only executing the research, or supporting other squads but also creating funnels and dashboards to follow up on the projects results and afterwards qualitatively with users to understand the “why” of the results.
- Built the Product Loyalty Team from scratch acting as the UX Manager, creating engagement strategies and applying ux and a customer centric approaches to develop games, virtual cards, jeff coins, tokens, rewards program etc
- Managed and created the company's first virtual card “Jeff Card “ user experience and strategy. A successful virtual card that has boosted average ticket by 30% in several countries and also increased significantly retention and recurrence
- Managed and created the gamification user experience and strategy with successful results of a 95% level of engagement and an increase of 10% in conversion

Team Lead UX Strategist & Researcher

Duties:

- Facilitate and run Design Thinking and Ideation workshops with both internal and external stakeholders
- Collaborate closely with the product, design, data, engineering and business analytics to help make user-centered decisions by presenting them actionable insights and help the teams grow to be more user empathetic 
- Conducting all phases of end-to-end research projects (Plan, brief, research design, recruitment, fieldwork, analysis, and reports) to support all the squads: apps, web and providers
- Generate in depth reports with actionable insights and low fi sketches to generate new knowledge and impactful insights to improve our user problems and serve their real needs 
- Apply several UX methodologies and conducted extensive qualitative research such as 1:1 interviews, ethnography studies, usability testing (both in person and remotely and moderated and unmoderated), guerilla testing and quantitative methods such as surveys, tree clicks and card sorting
- Create personas, customer journeys, empathy maps, user flows, site maps, user stories, story telling, low fidelity sketches and prototypes
- Reporting directly to the CPO on a weekly basis

Senior UX Manager & Researcher

UXClem

Companies worked with: MasterCard, PayPal, Commonwealth Bank, Google, Westpac bank, St.George bank, BT Financial, Bank of Melbourne, Telstra, Allianz, Sportsbet, TAB, Racenet, Harvard University, London School of Economics, University of Sydney.


Providing UX design consulting services as a contractor in house for period between 4 and 6 months, for the largest companies in Australia (and overseas) across different industries  such as banking, tech, insurance, education, gambling etc

Head Of User Experience

Westpac

Working in several projects (LVR tool, Savings calculator, re-design Home Loans Westpac Website, Digi-Mortgages etc) across different portfolios within the Home Loans and Wealth agile teams for:

Westpac
St George:  Worked in "Digi Mortgages", the first project in Australia which allowed users to fully apply online for a mortgage.
BT financial services
Bank of Melbourne
BankSA
Bank of Hobart

Senior UX Researcher

Racenet

(Project funded by Sportsbet for one of their Horse Racing companies - Racenet)
Achievements:
* Implemented the design thinking process and lean methodology in the way Racenet innovation team operates. Ideation and new products' design have been since then based on human centred design.
* Created and tailored the UX strategy for all the products and services within the innovation department
* In two months and a half created and delivered an MVP that solves identified current pain points on interviews of multi sports bettors. MVP app successfully launched in the market within 3 months and a half

Responsibilities:
* Organise and conduct on a weekly basis UX stakeholders meetings to present reports and give updates on going results. Engage with stakeholders by making them actively collaborate and participate  on every step of the UX process (watching interviews, creating customer journeys & personas etc)
* Efficiently organise and manage all UX Research practises, ideation, low fidelity mock ups and prototypes to deliver a user centric product design
*Conduct extensive and effective one on one interviews, UX workshops, contextual and ethnographic interviews, usability testing, focus groups and guerilla testing - as qualitative, in person and moderated research
* Capture and analyse quantitative research data via surveys and unmoderated usability testing including click testing, card sorting, tree testing & a/b testing
* Build from users insights gathered: empathy maps, personas & customer journeys
* Sketch ideas that are solving real pain points for current sports punters and teste them and validate them throughout extensive usability testing
* Successfully work in a team environment were all members -UI designers, PO, marketing, developers, CTO and CEO- are involved along the whole UX process, from Research to ideation to implementation

Lead UX Researcher & Strategist - Innovation Team

Objective Experience

Largest UX Research Agency in Sydney.
Worked in projects for: Commonwealth bank, Allianz, Telstra, Westpac, Commsec.

Responsibilities:

•	Design the research objectives and formulate research proposals that are forwarded and discussed with PMs and other stakeholders based on the project/business needs.
•	Organise workshops with stakeholders to ensure engagement.
•	Conduct and moderate interviews and usability testing sessions so as to provide strategic recommendations
•	Deliver detailed user centred design reports including findings and design recommendations for big corporations
•	Present findings and actionable recommendations to stakeholders
•	Build trusted partnerships across top tier clients in Banking & Finance, Telecommunications, Government and Insurance to launch improved and new user centred experiences

UX Researcher & Consultant

Product Manager - APAC Printing

Responsibilities:

• Defined online marketing strategy for EMEA and regional marketing action plans to improve online presence along with country managers 
• Audited HP online store and partners´ websites to deliver reports showing our products´ online presence in order to achieve optimal website positioning and content consistency
• Held weekly meetings with each country manager via video conference to present results, follow up on improvements and establish new action plans 

Achievements:

• Proactively applied intrepreneurial spirit and started and completed a content consistency project in the HP online store, securing $175,000 AUD from the EMEA budget
• Persuaded managers to invest $150,000 AUD from the EMEA team budget on WorkIt, an online price-tracking tool. Became the Project Manager and analysing the data made strategic pricing decisions 
• Multi-tasked and managed time effectively by combining this job and the business analyst position during five months until a replacement was hired

Product Manager

Glencore

Glencore is an Anglo–Swiss multinational commodity trading and mining company. As of 2015, the company became one of the world's leading integrated producers and marketers of commodities

Responsibilities:

• Researched, tested and successfully implemented a new and innovative operational and accounting enterprise resource planning system: Microsoft Dynamics AX
• Conducted in depth employees interviews, managed the team progress and development of implementing Microsoft Dynamics AX and reported to headquarters in Switzerland on a daily basis 

Achievements:

• Implemented the new accounting software system from start to finish and managed to resolve discrepancies that arose from the changeover in less than 6 months
• Trained 25 people from the finance and logistics departments on how to use the new software

UX Researcher & Project Manager

The London School of Economics and Political Science (LSE)

Project commissioned by Harvard, Stanford, Oxford and Cambridge Universities to research the development of lean manufacturing techniques at companies located in South America	- Project based in the London School Of Economics offices

Responsibilities:

• Cold-called a list of companies to find, engage and recruit eligible managers to participate
• Conducted in depth user interviews and competitive analysis
• Took initiative to create and develop surveys that allowed for more efficient data collection, while still ensuring quality market research. The efficiency of this survey led to outstanding personal achievements
• Created detailed and accurate reports about the implementation of lean manufacturing techniques with all the data gather  from both, the qualitative and quantitative interviews

Achievements:

• Persuaded top managers of companies in South America to be interviewed for 1 hour to complete the survey/usability testing
• Conducted a total of 125 interviews in less than 3 months
• Consistently exceeded personal and group targets, which led to the responsibility of managing a new research project in Nicaragua
• Awarded and recognized as one of the top 3 researchers at the end of the project

UX Researcher

Seasoned UX Research and product leader with 10+ years of experience in scaling user-centric teams and implementing research-driven processes in fast-growing environments. Proven track record of influencing product strategy through data-informed insights. Expertise in mentoring researchers and collaborating with senior stakeholders to drive impactful product decisions.

Passionate about human centred design and AI.

Fearless to new challenges as demonstrated by working and studying in six different countries where I networked and created long lasting professional relationships.

Key Skills: UX, CX, UX Research, UX Design, UI, CX Design, Product Design, Service Design, CX, Customer Experience, Human Centred Design, Design Thinking, Communication, Leadership, Motivation, Ambition, Problem Solving abilities, Commitment, Team Player. 

Do not hesitate to get in touch: carla.clemclem@gmail.com

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