Mar 2018 – Dec 2018 · 9 mos · Mountain View, California

• Design, administer and interpret qualitative and quantitative user studies for Google Hardware.
• Convey research findings and derive insights to inform design.
• Create study plans for early exploration studies in the field, contextual research and Out Of the Box Experience (OOBE) studies.
• Prepare user testing activities and run research sessions in lab or in the field.
• Run competitive analyses.

Mar 2016 – Nov 2017 · 1 yr 8 mos · San Francisco Bay Area

• Surfaced impactful, global insights (qualitative and quantitative) to improve the customer experience.
• Conducted focus groups, side-by-sides, and use social listening tools to identify product pain points and customer needs.
• Designed, executed, and analyzed surveys
• Data mined CS dashboards to identify regional customer trends and opportunities for our product, marketing, partner, and customer service teams.
• Built and maintain cross-functional relationships with internal partners and stakeholders
• Managed a global team of customer experience analysts
• Managed global insight community of customer service agents
• Used various socialization methods to present and share findings effectively across teams

Dec 2014 – Mar 2016 · 1 yr 3 mos · San Francisco Bay Area

• Led and delivered client project work by translating key business questions into study designs, conducting the fieldwork, and synthesizing the findings into clear and actionable insights and recommendations.
• Built strong relationships with suppliers, clients, and colleagues

Mar 2008 – Nov 2014 · 6 yrs 8 mos · San Francisco Bay Area

• Led and managed qualitative and quantitative research for key CPG, retail, tech, and automotive clients
• Managed large global projects coordinating multiple Added Value teams across international offices
• Wrote proposals and assisted the business development team with account management
• Designed and conduct qualitative and quantitative research approaches, including IDIs, focus groups, in-home research, in-depth ethnographic research, attitude and usage studies and monadic concept tests
• Developed all tasks necessary to field projects including screeners, discussion guides, pre-assignments, and questionnaires/surveys
• Managed day to day client and project needs including budgets, timing, and ad-hoc requests
• Moderated IDIs, dyads, triads, focus groups, and ethnographies
• Conducted in-depth analysis to write reports, and oversee production of video reporting
• Planned and facilitated work sessions with clients
• Presented findings and recommendations to client team

Dec 2006 – Mar 2008 · 1 yr 3 mos

• Managed quantitative brand tracking and copy testing for top clients
• Won “Creative Idea Award” in 2007 for best-in-class visual communication

Apr 2005 – Dec 2006 · 1 yr 8 mos · Fairfield, CT

• Led the design and management of qualitative research programs related to the discovery, design and development of package and product innovations for major clients
• Developed screeners and discussion guides, managed and conducted ethnographies, analyzed qualitative learning and summarized key findings and implications for client research reports, and presented results to client to guide recommendations and next steps
• Conducted first “shelf and use” quantitative research test

Jan 2003 – Jan 2005 · 2 yrs