+ Conducted foundational user research on site architecture and usability, resulting in 150+ tactical and 7 strategic recommendations, decreasing time on task of the flagship product from 10 to 4 minutes.

+ Provided user insight into 2 new markets to leadership through exploratory research, storytelling, and experience strategy, resulting in clearer opportunity definition and value proposition.

+ Identified 300+ beta product issues from 6 sources of user feedback, holding product partners accountable through daily touchpoints.

+ Ran and scaled rolling evaluative research through regular coaching of 1-3 partners across 3 business verticals.

+ Built the innovation lab's user research program: tools, staffing, vision, and strategy

+ Led the research and processes on innovation projects moving to production

+ Collaborated with lab leadership to influence best practices and process

+ Educated partners and team members on research methods and design thinking

+ Managed and coached a team of 3 researchers

+ Led research to define the personality, design principles, and value proposition of the digital assistant, as well as the user persona and key needs

+ Led cross-functional workshops (25+ people) to define opportunities, MVP functionality, and ideation

+ Recruited pilot participants to prepare for MVP launch through iterative testing

+ Worked with the design, content, and data teams to coordinate work and measure UX metrics

+ Led lean user research on small agile teams for 12-week periods

+ Led design thinking workshops (15+) and rapidly iterating product ideas

+ Explored topics like: digital assistants, instant money movement, fixed income, and young investors

+ Generated and shared insights on a bi-weekly basis with stakeholders and project sponsors