Experience
2024
VLK Architects
UI/UX Designer
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
JPMorgan & Chase
Contract - Client Experience Analyst
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, Zoom, and Smarsh for this role.
2021 - 2023
First Command
Financial Services
Client and User Experience Researcher
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 large-scale client sentiment survey, providing benchmarks for NPS and CSAT metrics that served as the foundation for the Voice of Customer program. Additionally, 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.
Other tools I utilized for this position include Figma, Mural, JourneyTrack, AzureDevOps, 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
Skills & Tools
