UX Researcher II -  Cambridge Mobile Telematics - Cambridge, MA

• Managed 2-4 concurrent research projects, employing a range of qualitative and quantitative methodologies, including user interviews, usability testing, surveys, and market research, to gain a deep understanding of user needs and behaviors within the usage-based insurance (UBI) domain. Contributed to a list of working hypotheses regarding our user-base.

• Overcame user resistance to monitoring software by leading UX research and testing efforts for a 100 user pilot with a prospective client to understand their needs and motivations and creating a user experience that prioritized their concerns for privacy and control. Landed a larger pilot with the client.

• Developed a client-facing privacy playbook in collaboration with Customer Success to help clients navigate user sentiments around privacy and location sharing and establish a trusted relationship with the end user.

• Alleviated user anxiety around receiving help from their insurer on the scene of a crash by timing the outreach correctly and removing anxiety-inducing language from the post-crash outreach by leading UX research and testing efforts in collaboration with Product for a crash-detection MVP.

• Championed user-advocacy to ensure user needs were central to informing product roadmaps and OKR prioritization by using UX research findings to create alignment between engineering, design and product to identify research topics and frame problems effectively.

• Effectively communicated complex insights to drive user-centric product and design decisions by presenting the synthesis of UX research findings and strategic recommendations to diverse audiences, including board members, executives/directors, and client stakeholders. 

• Helped establish and refine UX research as a primary stakeholder on cross-functional teams not previously supported by UX Research, contributing to the development of best practices within the UX research team.

Uber Expert II - Uber Technologies, Inc - Boston, MA

Assisted Driver-Partners with onboarding, tech support, troubleshooting, and app-related issues. Amassed extensive knowledge relating to the User Experience from a driver's perspective.