I help platform teams see where their products don’t work together, and what it costs users.

I zoom out across studies, products, and teams to find the patterns, then zoom in to the moments where people get stuck. 15+ years researching contact center and customer experience technology, marketing technology, financial services, and employee experience. Most recently Staff User Researcher at Genesys. Available for contract and project-based research.

Experience

Genesys

2020 – 2026

Senior → Lead → Staff User Researcher. Research across an enterprise contact-center platform, including digital and mobile products, agent and supervisor workflows, and AI-assisted features. Led personas, cross-study synthesis, and research repository standards.

Salesforce / ExactTarget

2013 – 2019

UX Researcher → Senior User Researcher, Marketing Cloud. Mixed-methods research, customer satisfaction and UX benchmarking programs, and a guardrails initiative for error messaging.

Emplify

2019 – 2020

Scottrade

2011 – 2013

Product User Researcher. Established research practices for an employee-engagement platform.

Senior UX Research Specialist. Field research with financial advisors; created a company-wide UX Day for 100+ employees, earning an Innovation Award.

Available for contract and project-based research, from a single round of usability testing to a cross-product research program. Let’s talk about what your team needs to learn.