experience.


UX Research Manager
| Google | 2018-Present


UX Design & Research
 Manager | Qualtrics | 2016-2018

  • Led Qualtrics’ team of UX researchers & responsible for Qualtrics' user research program; designed and oversaw Qualtrics' UX monitoring system.

  • Responsible for the design of the industry-leading Customer Experience product line and the UX of Qualtrics' mobile apps.

  • Responsible for personnel management, talent acquisition, and resource planning.

Advisory Board  | Human-Centered Design, U of Washington | 2016-present

UX  Design & Research Manager | Alaska Airlines | 2014-2016

  • Head of responsible for the research and design of Alaska's $2.5B+ e-commerce site alaskaair.com; oversaw a comprehensive site redesign; interim manager for Alaska's self-service team, in charge of iOS and Android apps, and airport kiosks.

  • Built and managed Alaska Airline's team of 12 UX and VX designers/researchers.

  • Responsible for the visual design of major sale creative; launched a coordinated, cross-channel rebranding of Alaska's digital experiences.

  • Proposed, monitored, and responded to A/B test results; oversaw site usability testing (more than 500 customers in 1 year).

UX Design & Research Manager | Amazon.com | 2014

  • Responsible for the design of Amazon's "Your Orders," "Your Account," "Help," "Contact Us" across all devices and in all countries; also responsible for the design of Amazon's internal Customer Relationship Management tools.

  • Manage an international team of 12 UX designers and researchers (9 direct, 3 indirect).

  • Expanded UX research program to Asia and Europe.

  • Mentor to 1 UX manager, 1 UX researcher and 1 research intern.

Sr. UX Researcher | Amazon.com | 2013-2014

  • Conducted UX research to understand customer needs and improve customer experience with key features of Amazon.com and internal CRM tools.

  • Spearheaded the use of RITE and guerrilla research methods & co-created the Customer Service user research program.

  • Mentor to 1 UX designer and 1 UX intern.

UX Associate Technical Fellow | The Boeing Company | 2011-2013

  • Set enterprise software design direction and led user experience teams as an Associate Technical Fellow, a designation awarded to the top 2% of Boeing employees

  • Provided UX leadership on various design projects: Led a 3 person team in creating a vision for Boeing's airplane manufacturing software; Led 4 user researchers in a mixed-methods usability evaluation of software used to design aircraft; led a 10 person team in the creation of Boeing’s mobile and desktop software style guides.

  • Mentored 3 user experience professionals and a Carnegie Mellon Human-Computer Interaction graduate student capstone team

  • Received Boeing's top annual performance rating ("exemplary") for 2 years. Fewer than 10% of employees receive this rating

  • Awarded 1 US patent, 4 Boeing Achievement awards, 4 Boeing Accomplishment awards, and 3 Boeing Appreciation awards for outstanding performance

Instructor: Human-Centered Design and Engineering | U. of Washington | 2013

  • Led 50 undergraduates through user experience theory, research, and design projects while working full-time at Boeing.

Sr. UX Designer/Researcher | The Boeing Company | 2007-2010

  • Led a 25 person team in a user-centered redesign of Boeing’s employee and supplier portals, using contextual inquiry, interviewing, A/B usability testing, low- and high-fidelity prototyping

  • Led 7 researchers in a contextual inquiry of the 787 production line to identify opportunities for increased production

  • Led an 8 person team in the creation of Boeing's Web Applications and Portals style guide; the guide had more than 5,000 downloads in the first 8 months of its existence (award)

  • Mentored 6 professionals and graduate students in user-centered design, research techniques, and leadership

  • Led a 6 person team in the design of a web delivery system for Boeing’s employee services, using stakeholder interviews, user research, personas, and prototyping

  • Co-developed a enterprise authentication tool; Developed the user interface for MyTelecom (featured in Boeing Frontiers).

  • Mentored 3 Boeing employees in user-centered design

  • Awarded 7 Boeing Achievement awards, 7 Boeing Accomplishment awards, 5 Boeing Appreciation awards for performance; awarded 1 cash award for leadership on a 25 person, year-long design project

Human Factors Specialist | The Boeing Company | 2005-2007

  • Conducted user research, usability testing, and prototyping to improve Boeing’s hiring system

  • Researched and designed Boeing’s pay and benefits statement (featured in Boeing Frontiers)

  • Developed UI specifications for internet, intranet and handheld applications and oversaw and conducted qualitative and quantitative user research

  • Awarded 1 Boeing Achievement award, and 3 Boeing Accomplishment awards for outstanding performance

Web Specialist / Technical Communicator | FMC Technologies | 1998-2005

  • Helped design & implement a web content management system.

  • Helped envision, research, design, launch, and manage an international aftermarket e-commerce site (read a 2002 article about the site). Site localized for the USA, Germany, Sweden, Spain, Brazil, Japan, Canada, and the UK.

  • Oversaw a comprehensive redesign of the corporation's Web presence (www.jbtfoodtech.com; site design--and corporate name--has changed since my departure).

  • Conducted usability studies on company intranet sites, internet sites, and software applications

  • Generated low- & high-fidelity prototypes of websites, web services, applications and control panels

  • Letter of Recommendation for my work at FMC Technologies

education.


Ph.D. | Human-Centered Design & Engineering | U. of Washington

Master's | Human-Centered Design & Engineering | U. of Washington

  • GPA: 3.8/4.0 while working full time at FMC Technologies

Bachelor's | Education | Arizona State University

  • Dean’s list 1995-97

training.

  • Amazon Customer Service "Roots" leadership training (2013)

  • Cooper Visual Interface Design workshop (2008)

  • Cooper Interaction Design workshop (2010)

  • Boeing Leadership Forum, a nomination-based training program for prospective managers and executives

professional memberships & service.

 

 

 

 
 
 

Download a copy of my resume in PDF format.

❝ ❞
Letters of recommendation can be found here.