Alongside one of our digital leaders, I performed a full audit of the software platform and presented a set of actionable recommendations based on these findings to the CEO. These recommendations led to the creation of an Experience Design function at the company, dedicated to making the customer & user experience more streamlined, intuitive, and human-centric. These efforts provided common ground for many different teams in the organization, including marketing, design, engineering, and client services.
I helped build out the Experience Design capability, working with leaders across multiple different departments to establish new brand and user experience standards. Through research & analysis, strategic planning, and content development, we helped shaped the evolution of the brand and its digital experiences across both marketing and product.
After building a team for Experience Design, I took responsibility for executing and advocating for the way language affects the customer experience. This ranged from web and product copy to emails and events collateral, product marketing, and more.