At CDW, I delivered early user discovery that unlocked a persistent tier of GenAI-enabled support for SMB customers and improved account management workflows. I also embedded research into three Agile product streams through weekly UXR stands, listening sessions, and evaluative research training.
At Mindlance, on the Wells Fargo Commercial Banking project, I led cross-functional discovery into back-office cost drivers and operational risk. I traced data errors across upstream platforms and quantified thousands of hours of annual manual labor as automation candidates, giving sponsors evidence for prioritization.
Across Wells Fargo Advisors, Benefitfocus, and Washington Dept. of Fish & Wildlife, I researched brokerage, benefits administration, and state licensing experiences. I’ve also built repeatable research operations, including governance, recruiting, and NDA and informed consent standards, and practice accessibility research against WCAG 2.0 and Section 508.
