Selected Work
Ten-X Commercial
Reviving a Broken Feedback Program: 0.25% to 33% Response Rate
Established research infrastructure and Voice of Customer programs for a commercial real estate auction platform, improving feedback collection and stakeholder engagement across multiple user segments.
- CX/UX Research Lead
- Survey methodology, VoC programs, usability benchmarking
- Increased stakeholder participation, improved customer insights
WEX Inc.
Cutting Errors 35% by Validating User Feedback with Behavioral Data
Built a human-in-the-loop evaluation framework for WEX's fraud detection systems, discovering that traditional metrics were hiding real workflow inefficiencies and operator trust issues in AI-assisted decision-making.
- Senior UX Researcher
- HITL evaluation framework, qualitative research, SQL behavioral analysis
- 35% error reduction, 34%→61% AI adoption increase
WEX Inc.
Scaling ClearView Across Fleet Sizes: Three-Tiered Product Strategy
Conducted usability research for WEX's EDGE Fuel Dashboard, validating a three-tiered product strategy that became WEX ClearView—enabling fleet managers to manage fuel savings with tailored analytics across company sizes.
- Senior UX Researcher
- Usability testing, tiering validation, parallel user research
- Validated three-tier strategy, scalable product platform
SingleStore
Scaling Research 3× with AI Governance: Building Infrastructure from Zero
Designed and operationalized a scalable UX research infrastructure to accelerate insight generation across a complex enterprise product ecosystem, leveraging AI-assisted synthesis while preserving human judgment.
- Senior UX Researcher / Research Operations Lead
- Workflow standardization, AI-assisted synthesis, team enablement
- 50% faster research turnaround, 3x increase in studies per quarter
SingleStore
Strategic Pricing Research for SingleStore's BI Product Line
Conducted willingness-to-pay research for SingleStore's Business Intelligence platform, validating pricing strategy and identifying untapped revenue opportunities across different market segments.
- Senior UX Researcher
- Pricing research, willingness-to-pay analysis, market segmentation
- Informed pricing strategy, identified revenue optimization opportunities
BMC Software
Building Personas That Drove 70% Design Team Adoption
Redesigned BMC's personas from guesswork-based, fragmented profiles into centralized, research-driven tools with version control and standardized processes, enabling consistent use across 4 teams and 6 countries.
- Lead UX Researcher
- Template design, stakeholder enablement, version control
- Persona usage increased from 10% to 70%+ in design reviews