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UX Design & Research Manager | 2018-present
Responsible for Google Platform onboarding and growth, as well as other platform-wide strategic initiatives.
Lead UX designers, researchers, and content strategists.
UW Dept. of Human-Centered Design
UX Design & Research Manager | 2016-2018
Responsible for the UX of Qualtrics’ Customer Experience product line, Qualtrics' mobile apps, and Qualtrics’ data visualization dashboard tools.
Led Qualtrics’ team of UX researchers & responsible for the UXR program; designed and oversaw Qualtrics' UX monitoring system.
Responsible for personnel management, talent acquisition, and resource planning.
UX Design & Research Manager | 2014-2016
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 | 2013-2014
Responsible for the UX of Amazon's post-order experience, including "Your Orders," "Your Account," "Help," "Contact Us,” across all devices and in all countries; also responsible for the design of Amazon's internal CRM tool.
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 | 2013
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.
Associate Technical Fellow - UX | 2011-2013
Set enterprise software UX direction and led user experience teams as an Associate Technical Fellow, a designation awarded to the top 2% of Boeing’s technical staff
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
UW Dept. of Human-Centered Design
Instructor: UW Dept. of HCDE | 2013
Led 50 undergraduates through user experience theory, research, and design projects while working full-time at Boeing
Sr. UX Designer/Researcher | 2008-2010
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 | 2005-2008
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 | 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
University of Washington
Ph.D. - Human Centered Design & Engineering
Designed and evaluated an environmental impact labeling system for consumer goods (advisor: Dr. David Farkas)
Received departmental award for academic excellence
GPA: 3.9/4.0 while working full time at Boeing
University of Washington
Masters - Human Centered Design & Engineering
GPA: 3.8/4.0 while working full time at FMC Technologies
Arizona State University
Bachelors - Education
Architecture major 2 years
Amazon Customer Service "Roots" leadership training (2013)
Cooer 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
Graduation speaker, U of Washington Human-Centered Design & Engineering. 2017.
Mentor, speaker for Hexagon/Women in UX (XX + UX). 2017-present.
Boeing focal for Georgia Tech to recruit top talent from that school. 2012-13
Mentor for Carnegie Mellon Human-Computer Interaction graduate student capstone. 2013
Reviewer for Technical Communication
Reviewer for Usability Professionals Association (UPA). 2011.