Amazon

Managed global benchmarking survey measuring customer experience with Amazon Business and competitors to drive program strategy, which contributed to launch of programs to highlight business savings resulting in $147M lift in revenue

Conducted secondary research to understand small business customer needs and opportunities for Amazon Business

Managed Customer Insights Community and expanded community by 3x, including customers in needed and hard to access segments

Provided subject matter expertise in customer satisfaction surveys to other teams and received accolades for my help with insights and sharing knowledge

Customer Experience Researcher

JD Research Consultant

Provided consulting and advisory support to help stand up best-in-class experience program, including program design, survey design, data analysis, closed-loop design, and program governance leading to new roles and responsibilities to take action and close the feedback loop. 

Established listening channels and used to insights to identify areas of opportunity
  
Delivered relationship NPS survey to Texas Medical Association resulting in change in business meetings to include more networking events and opportunities to collaborate with colleagues.

Recommended tools and resources to enhance organizational research tech stack

Wrote responses regarding TMA survey methodology and research results to third-parties

Provided survey research, analysis, and reporting on physician opinion and response to potential Medicare payment cuts to gauge the impact on patient care and support communications, public relations (PR), and advocacy

Research Consultant

The Zebra

Lead segmentation research to identify user groups as part of the move to a "jobs to be done" framework for product development, including formulating RFPs, working with 3rd party research vendors, and stakeholder interview discussion guides

Manage the selection and oversight of research vendors, including the day-to-day contact for research partners

Implement an enterprise voice of the customer/NPS program to identify customer needs and pain points

Partnered with HR and departments to measure employee engagement and team effectiveness, which led to clarity of roles and responsibilities and clearer long-term goals and strategies

Senior Enterprise Researcher

Provided recommendations on creatives based on focus group research

Performed drivers analysis to identify marketing channels and attributes driving KPIs (Aided Awareness)

Provided analysis and insight into audience awareness and ad recall among those in-market for housing as represented by use of services like Zillow and Credit Karma, which led to targeting home-enthusiast audiences with tailored home-specific creative in paid social channels with 267% higher than average ROI for 2021 home campaigns

Senior Researcher

Express Scripts

Contributed to 12 point increase in relationship NPS from Q1 '20 to Q4 '20 by delivering quarterly reports with insights and areas of opportunity

Provided root cause analysis as part of cross-functional insight reviews, which led to 13 strategic initiatives to act on customer feedback

Managed the relationship NPS survey, transitioning it from vendor management and saving ~$75K/year

Designed a Pharmacy program to measure customer experience across the customer journey

Partnered with UX to provide qualitative research (interviews) and quantitative research (surveys) into new Pharmacy user experience, which led to 3 initiatives

Recognized in the "Thank You" program in the category of "We care deeply about our customers, patients, and coworkers."

Product Strategy Advisor

Assisted the Experience Insights & Analytics team to develop, execute, and expand customer research to collect feedback on product, service, and digital experience.

Analyzed customer experience using NPS, loyalty drivers, and other survey data to guide strategic decisions

Coordinated with internal teams and research vendors on ESI's corporate/B2B website feedback project (n=538) to inform site redesign (https://www.express-scripts.com/corporate/).

Developed specialty pharmacy website intercept to 5% to users (customers and clients) to measure site satisfaction.

Integrated findings from data sources (primary research, secondary data, syndicated reports, competitive intelligence) to interpret results and provide context for findings.

Prepared results and presentations and communicated findings to stakeholders with quantitative and qualitative data recommendations. 

Participated in a cross-divisional employee experience team to view employee satisfaction data and initiatives or strategies to address employee needs and pain points.

Research Analyst

Texas Medical Association

TMA provides products and services to Texas physicians that supports the business of medicine and provide advocacy.

I supported TMA's advocacy and PR efforts by providing data and analysis to inform decision-making and create positioning statements or provide supporting evidence for positioning statements. This included benchmarking practice adoption of electronic health records (51% in 2009 to 85% in 2018) to track use, market penetration, vendors, attitudes, and satisfaction to inform Health IT's advocacy efforts.

I worked with internal teams to measure product and service satisfaction and address program needs or issues. This included analyzing member use and attitudes of TMA's Communications to reduce operating experiences by 20% .

I launched the Net Promoter Score (NPS) program to measure and track member loyalty to design the most effective products, services, and resources. 

I managed the research program, transition TMA to a full-time research program, and increased average survey response rates from 8% to 15% through best practices and increased visibility.

Research and Data Analyst

Perceptive Sciences

Managed end-to-end market research and user experience projects for Fortune 500 clients in retail, e-commerce, technology, software, telecommunications, education, and financial services to improve product and service ease of use and customer experience.

Seton Healthcare Family

Managed data for the Seton Heart Specialty Care and Transplant Center to improve cardiac care and heart failure management and maintain compliance with regulatory agencies, including maintaining 85% survival rate 1-year post-transplant

Data Coordinator

The University of Texas at Austin

Managed a phase IV, placebo-controlled clinical trial (n=200) investigating short- and long- term effects of gingko biloba and therapy on female arousal disorder

Research Coordinator

Managed cognitive psychology lab and increased the number of lab tests 2X

Research Associate

Strategic advisor working with data to inform business decisions and improve customer experience with research, analysis, and the voice of the customer. 

Specialties: survey research, customer experience (CX), customer experience management (CXM), customer insights, research strategy, brand health studies, voice of the customer (VoC), CX metrics (NPS, CSAT, CES), research methodologies, surveys design, survey platforms (SurveyMonkey, Qualtrics, InMoment, CultureAmp, Alida), statistical analysis tools (SPSS), collaborative tools (Confluence), Salesforce Pardot, writing reports, consulting, vendor management, healthcare (payers, providers, health systems), financial services, insurance, retail, B2B/B2C

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