Experience

Senior User Experience Researcher, Mozilla Feb 2019 - Feb 2024

  • Led over 50 user research initiatives encompassing interviews, surveys, usability tests, A/B tests, and ethnographic studies, resulting in actionable insights that drove product improvements and increased user satisfaction.

  • Analyzed qualitative and quantitative data from over 100 research studies, employing thematic analysis and statistical techniques, leading to data-driven recommendations that improved product usability.

  • Effectively communicated research findings in over 50 presentations to cross-functional teams, fostering collaboration with designers, product managers, and engineers, resulting in the implementation of 70% of recommended improvements.

  • Orchestrated end-to-end execution of 30 research projects, from crafting comprehensive research plans to conducting recruitment and research sessions, culminating in concise and actionable reports that informed product decisions.

Senior Community Research Support, Pocket Feb 2013 - Feb 2019

  • Provided exceptional support to 18,000+ users across email and chat channels, achieving a 95% customer satisfaction rating.

  • Resolved 18,000+ user issues within a timely manner, exceeding service level agreements by 20%.

  • Identified and resolved 5,000+ complex user issues, resulting in a 40% decrease in escalated tickets and a 15% reduction in resolution time.

  • Provided clear and concise explanations for technical issues, resulting in a 25% decrease in repeat incidents.

  • Collaborated with cross-functional teams to implement 30+ product documentation updates based on user feedback, resulting in a 25% decrease in support inquiries.

  • Developed and executed 10 community initiatives in collaboration with marketing and product teams, resulting in a 20% increase in user retention.

Methodologies

  • Ethnographic Studies

  • Large Scale Surveys

  • Qualitative User Interviews

  • Card Sorting

  • A/B Testing

Skills

User Advocacy

  • Empathetic approach to understanding user needs, motivations, and pain points

  • Advocating for the user's perspective throughout the design process.

Data Analysis

  • Collect, Analyze, and Interpret data

  • Expertise with Analytics Tools

  • Deliver Actionable Insights

Project Management

  • Expertise in planning, executing, and tracking research projects

  • Ensuring timely delivery of insights and recommendations

Technical Skills

  • Survey platforms (e.g., Qualtrics, SurveyMonkey)

  • Data analysis tools (e.g., Excel),

  • User research platforms (e.g., UserTesting, UserZoom).

Collaboration and Communication

  • Strong communication skills, both written and verbal, with the ability to effectively communicate research findings, insights, and recommendations to cross-functional teams and stakeholders