Experience
Growth Manager at Resolve AI
October 2024 - Current • Remote, USA
• 📈
Senior User Experience Researcher at FanDuel
February 2023 - October 2024 • Atlanta, GA
• Conducted usability research that led to an 11% improvement in user opt-in rates for promotions by identifying and addressing key friction points in the user journey.
• Mentored and coached mid-weight and junior UX researchers, fostering a collaborative environment and enhancing team capabilities.
through skill-building workshops and regular feedback sessions.
• Led end-to-end research and development of the loyalty program for FanDuel Sportsbook and Casino app, from inception to product implementation, driving user engagement and retention as part of the Cross Product Generosity (XPG) team.
• Led comprehensive competitive analysis and product tear-downs of rival sportsbooks and casino platforms, providing actionable insights to product team stakeholders across FanDuel; directly contributed to maintaining our position as the #1 Sportsbook and Casino through strategic product design iteration and data-driven prioritization.
•Leveraged multivariate testing and regression analysis to optimize promotional engagement strategies, designing and implementing robust A/B tests that examined user behavior patterns across multiple touchpoints, resulting in statistically significant improvements in opt-in conversion rates.
• Led end-to-end quantitative analysis of cross-platform user behavior for the loyalty program implementation, utilizing advanced cohort analysis and predictive modeling to identify retention drivers and inform strategic product decisions, directly contributing to FanDuel's market leadership position.
Senior User Experience Researcher at CloudKitchens
March 2022 - February 2023 • Los Angeles, CA
• First UX Research hire at a hyper-growth FoodTech startup, valued at $15 billion.
• Built and scaled the Product Insights Team to 6 people over 12 months.
• Reported research insights to the CEO and other C-Suite members.
• Usability & information architecture study informed an onboarding redesign that led to a 31% increase of customer activation of restaurant management software from close of client sale.
• Established ResearchOps orchestration and optimization through procurement of remote research tools, user recruitment, and research repository.
•Carried out 35 remote & in-person usability studies, 60 user interviews, and over 15 ethnographic site visits with customers within a 6 month period leading to a 9% increase in CSAT.
User Researcher at NHS Digital
July 2017 - March 2022 • Remote, UK
• Led accessibility research for an identity authentication service (NHS login) with users that have access needs.
• Insights led to accessibility enhancements that achieved WCAG 2.0 Level AA compliance.
• Conducted over 60 generative and evaluative research sessions with users with disabilities, leading to multiple accessibility improvements for NHS login.
• Spearheaded user research for NHS login from its inception, scaling the product to serve half of the public in England (28 million active users as of October 2021).
• Directed discovery and beta research for a sexual healthcare service redesign, achieving a 63.3% increase in users finding suitable sexual health solutions.
• Utilized qualitative and quantitative research methods to monitor and evaluate UX deliverables in a dynamic, agile environment.
• Collaborated with designers, product managers, and developers in a multidisciplinary team to address the needs of patients and healthcare professionals through user research.
User Experience Researcher at Qrious (Previously Status Digital)
August 2016 - July 2017 • Newcastle, UK
Constructed a user research roadmap and carried out qualitative and quantitative user research for a Chronic Obstructive Pulmonary Disease tablet app commissioned by Northumbria Healthcare NHS Foundation Trust.
Operated collaboratively with designers and developers on rapid prototyping and usability testing with large projects in a time-sensitive environment for clients such as Nord Anglia Education, Oxford Brookes University and NCFE.
Regularly orchestrated alignment sessions with agency clients in order to specify project goals as well as writing discussion guides, screeners, test protocols, and final reports.
User Researcher - Independent Consultant
August 2015 - August 2016 • Milan, Italy
Discovery and strategy projects with various high-fashion and luxury brands, translating customer experience research insights into strategic solutions. Consultation focus was primarily on e-semiotics, ethnography, consumer psychology, interface design, journey mapping, and usability.
Oversaw the redesign and launch of a digital flagship of an independent menswear designer direct-to-consumer e-commerce store.
Lead consumer research and usability efforts on an augmented reality consumer shopping app which achieved positive editorial features in publications such as Business of Fashion, WWD, LuxuryDaily, and Harper's BAZAAR.
User Experience Research Consultant at Agoranov
August 2014 - August 2015 • Paris, France
Ran design sprints, user experience workshops and constructed research strategies with early-stage startups.
User Experience Intern at IBM Canada
January 2013 - April 2013 • Ontario, Canada
User experience research and design work placement through IBM Canada EPIC (Employment Pathways to Interns & Co-ops) student program. Carried out tasks such as user research, creating mockups, and prototyping.
Summer Intern at MindYourMind.Ca
May 2011 -August 2011 • Ontario, Canada
Worked with company stakeholders to promote mental health and wellness initiatives in the community to combat the stigma associated with mental illness.
Education
Master of Science (MSc) in Human-Computer Interaction from The University of York
Professional Certificate in Human-Computer Interaction (CS 6750) via Georgia Tech University via EdX
Bachelor's degree from Western University - Major in Underwater Basketweaving
Publications
Remote Moderated and Unmoderated Evaluation by Users with Visual Disabilities of an Online Registration and Authentication System for Health Services. Co-authored with Professor Helen Petrie, Department of Computer Science, University of York, (2020)
Digital Identity Authentication for Blind and Partially Sighted People
Certifications
UXQB - Certified Professional for Usability and User Experience via iSQI GmbH (credential ID: 18-CPUXFL-135070-27)
Internet of Things & Augmented Reality Emerging Technologies from Yonsei University - Coursera
Gamification from University of Pennsylvania - Coursera
Discussing Complex Ideas with Clear Explanations and Dynamic Slides from University of Washington - Coursera
Software & Skills
Software: Adobe Analytics, Balsamiq, CleanshotX, Figma, Google Analytics, HotJar, Miro, Optimizely, Qualtrics, Optimal Workshop, OptimalSort, RunwayML, Tableau, VWO
Skills: A/B testing, Accessibility, Ethnography, Heuristic evaluation, Information Architecture, Moderated and unmoderated research, Participant observation, Quantitative-data analysis Remote research, Service design, Survey design, Prototyping, Wireframing, Workshop facilitation
Volunteering
Animal Wellness Volunteer at Ontario Humane Society - January 2008 - March 2009
Code Club Volunteer - October 2016 - March 2017
GDA Games Research and User Experience Special Interest Group - Current member
eSports Research Group at University of York · Member from 2019-2021
Visiting Lecturer at The University of York • York, UK
Visiting lectureship for Human-Centred Interactive Technologies MSc cohort
Interests
American football , Basketball , Comedy, Cycling, Fitness, Formula 1, Gaming, Online learning, Reading, Traveling, Writing