Helping lead the design process for a small and efficient product team working on a platform to improve hiring processes for the hospitality industry

• Designing the user experience for new product offerings and major changes to the current user experience that will help accelerate revenue growth and user adoption

• Proposing and implementing new tools and processes to make the product design team more efficient

• Building extensive product specification documentation in Figma for each project to help developers quickly understand and execute on design intentions

Provided UX design support for two teams within Indeed Hire, Indeed's recruitment processing outsourcing product.

• Delivered on product roadmap milestones by providing UX support via roadmap planning, user research, wireframing, workshops, prototyping, and UX/UI design

• Collaborated with researchers to create research plans, craft clickable prototypes, and conduct user testing to inform designs

• Championed user needs and promoted UX best practices, like usability heuristics and accessible design, by representing UX in the product partner triad (product, engineering, and UX)

• Designed solutions in Figma with annotations and interaction notes to improve readability for all stakeholders involved

• Worked closely with engineers throughout the design process to ensure solutions were attainable from a technical perspective

• Redesigned a chatbot builder tool that decreased the engineering time required to launch a chatbot from 10 days to 3 hours

• Researched and designed a platform for Indeed Hire users to access data and reporting needed to reach business goals, helping alleviate 10+ major pain points

Supported the Indeed Hiring Platform organization as a UX writer, crafting copy and content strategy alongside designers working on Indeed's virtual hiring product.

• Influenced product design by providing concise and informative content strategy and in-product microcopy

• Performed content audits & heuristic evaluations on existing flows to identify opportunities to improve the user experience

• Built and contributed to content guides to promote the importance of language consistency across the product/organization

• Created and maintained assets for the Sales teams to improve client interactions

Created website content and marketing assets for Indeed Hire, Indeed's recruitment processing outsourcing product, to help gain new clients and promote repeat business.

• Wrote marketing copy for website, blog posts, sales materials, social posts, ads, and email campaigns

• Performed editorial review of articles and content produced by third-party partners

• Built and maintained product-wide marketing content guidelines

• Drove campaign success by writing design-forward copy for marketing collateral

Produced sales content for our Sales team to use in negotiations, who generated $8.07M+ in revenue in Q3, and $6.21M in Q2

Worked closely with Product, Engineering, CX, and senior leadership teams to promote the voice of the customer when determining feature updates and assessing product feedback. Rebuilt and maintained the online Help Center, and provided CX agents with product updates and email, phone, and chat scripts to handle customer inquiries and complaints in the call center.

• Carried on with previous tasks as the Internal Communications Specialist for the Customer Experience team

• Collaborated with Project Managers to manage timelines and organize workflows between different teams

• Created presentations for the leadership team to communicate internal company updates and information

• Simplified and presented customer insights in a way that was relevant and actionable for the CX team

• Wrote 1,150+ agent scripts and 190+ FAQ articles the Customer Experience (CX) team used to assist users via phone, email, chat, and social media

• Distilled complex information into easily digestible employee communications and customer messaging

• Planned and implemented CX communication strategy aimed at executing successful product launches

• Rebuilt the online Help Center by analyzing article utilization and insights on high-volume call center inquiry types to refresh the content, organization, and visual design

• Strategized customer question and resolution CX guidelines for PR, tech, and logistics-related incidents

• Collated and shared positive user-generated social media content daily with the full company to promote a united workforce and underscore the company's mission

• Built relationships with stakeholders in varying departments to ensure and facilitate a healthy flow of internal communications between the New York, NY and Austin, TX offices

• Assisted users with account management, product knowledge, issue resolution, and technical support

• Met and exceeded the required KPIs for productivity, quality assurance, and Customer Satisfaction rating

• Identified trending tech issues, product questions, and feedback so long-term solutions could be created