Resume
Experience
2024
UI/UX Designer
VLK Architects
I collaborated with the Practice Technology Director to translate larger company goals into actionable, Epic-level initiatives relevant to the Practice Technology team via the SAFe Agile methodology. At the request of the Chief Development Officer, I simplified the company’s survey approach by implementing QualtricsXM and removed the need for two ancillary software subscriptions. I planned and conducted research interviews - virtual and in-person - of internal staff and utilized Figma to create role-based personas and journey maps highlighting employee processes and pain points.
Other notable tools I utilized in this role include AzureDevOps, Jira, Adobe Creative Cloud, and Alchemer.
2023
Contract - Client Experience Analyst
JPMorgan & Chase
I worked on the Client Experience team, reviewing commercial client correspondence for feedback to ensure it was properly documented and addressed. While working with the review team, I received praise for my thorough documentation and attention to detail. I also assisted in creating training materials and developing scenarios for CX callback procedures.
I utilized QualtricsXM, Figma, the Microsoft Office Suite, and Smarsh for this role.
2021-2023
Client and User Experience Researcher
First Command Financial Services
I implemented consistent survey standards and served as the primary expert for QualtricsXM. I utilized UserTesting to conduct moderated and unmoderated usability tests, aiding the transition of CRM systems from Microsoft Dynamics to Salesforce. I implemented the company’s first-ever large-scale client-facing survey conducted internally, enabling the development of the Voice of Customer program. Most notably, I managed the company’s Research Council efforts; in leading this initiative, I served as a person our Financial Advisors in the Field knew would ensure their feedback wasn’t lost.
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Other tools I utilized for this position include Figma, Mural, JourneyTrack, AzureDevOps, Microsoft Sharepoint, and Adobe Creative Cloud.
Education & Certifications
2022
QualtricsXM
Platform Essentials
2018-2020
Texas Tech University
Master of Arts
Technical Communication & Rhetoric
Focus: User Experience
2015-2018
Texas Tech University
Bachelor of Arts
Technical Communication & Rhetoric
Minor: English Literature
Professional skillset
Project Management
Qualitative & Quantitative Research
Wireframing & Prototyping
Strategic Planning
Journey Mapping
Software
QualtricsXM
Figma
UserTesting.com
JourneyTrack
Salesforce
Microsoft Dynamics
QualtricsXM Dashboards