At Equifax - Workforce Solutions, I plan and conduct customer research for workforce solutions, including an AI advisory experience for government and technical users. I turn customer feedback and behavioral data into recommendations for product strategy, engineering, marketing, and operations, and oversee adoption and NPS measures.
At the U.S. General Services Administration, I directed PRA Navigator’s web-application updates across requirements, service blueprints, developer backlog, solution design, testing, rollout, and adoption. I also supported technical work for Login.gov and USA.gov and applied accessibility standards to developer content and documentation.
At HashiCorp, I led research and requirements development to improve implementation and onboarding for technical customers using secure cloud and developer products. My work contributed to a ~30% reduction in support tickets.
At SmartBear Software and Boeing, I improved research operations, documentation, onboarding, and internal digital experiences. Through Nerdy Diva LLC, I advise tech leaders on responsible AI and digital product adoption, and I develop and teach courses for LinkedIn Learning and Nielsen Norman Group.
