Lead end-to-end strategic research across UX, CX, and service design for high-impact clients. Oversee full lifecycle of research engagements across healthcare, government, education, nonprofit, and media sectors. • Scaled CX research offerings from individual contributor to VP, managing teams and consultants. • Conducted 5,000+ qualitative sessions worldwide; lead complex generative and evaluative studies to inform digital product, policy, and service strategies. • Develop CX research frameworks integrating interviews, usability testing, surveys, and behavioral data to support enterprise transformation • Create executive-level storytelling and synthesis models to bridge insights to business decisions. • Shape research roadmaps aligned with digital transformation, trust, and accessibility. • Partner cross-functionally with product, design, engineering, and policy leaders to translate insights into action.

Conducted rigorous UX and customer research to inform enterprise product redesign. Built scalable survey programs to support sales and product decisions.

Hired and trained a nationwide group of moderators which reduced average study timeline by 50% and saved $40K annually.

Led usability research of first-generation e-commerce websites for Gap Inc., Johnson & Johnson, Wells Fargo Bank, and UPS; managed a team of moderators.

Built an internal research team and aligned strategy with executive goals.

Conducted market analyses of high-tech products; selected to conduct and present custom research for Kodak.