ABOUT ME & MY RESULTS > MY RESUME > EMPLOYEE EXPERIENCE STRATEGIST
Staff UX Researcher (2021-2023)
Mastercard | Employee Digital Experience
Scope: UX SME · 30,000+ employees · hardware/software/access/tools · cross-function delivery.
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Overview
Defined, coordinated, and managed key employee experiences for the entire Mastercard workforce (30,000+ employees). Scope of influence included (but was not limited to) hardware, software, access, tools, and specially defined projects.
Highest-visibility project: Overhauled the employee tech-help experience with the “Enterprise Support Portal” as the face of the effort —a one-stop hub informed by journey insights. Example: Technical Help Journey.
Other Duties
Took the lead to train/mentor seven colleagues in Design Thinking and UX Research methodologies that in turn increased the work product quality for a department of over fifty professionals.
Created an (inter & intra) departmental operating model effectively integrating a newly formed small team into the larger company, eliminating implementation roadblocks and ensuring efficiency when working with various key functions of the firm.
#1 Intranet Site
within 3 months of launch
HUNDREDS
of software packages consolidated into an “Enterprise App Store” (ServiceNow)
Eliminated #1 support-ticket driver
up to ~1,000/day eliminated via self-service
Global Employee Onboarding
Served as “design thinking” SME guiding the program in collaboration with executive leadership and human resources
