Consulting Senior Analyst

August 2017 - Present

 

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Innovation Consultant

Project: Design a telecom company’s first innovation center focused on artificial intelligence opportunities

  • Created the playbook of responsibilities and methodologies for the client’s new innovation team

  • Managed a team of 3 designers and developers to rapidly prototype an in-store chatbot experiment

  • Led ethnographic research, concepting, and prototyping of client priorities to identify which to bring-to-market

Product Manager

Project:  Designed the largest artificial intelligent (AI) B2C customer service chatbot (web, mobile) for a telecom company

  • Owned product roadmaps and managed monthly client enterprise releases across 4 different technical product teams to improve ~5M customer service interactions across mobile/web during the 1st year of deployment

  • Prioritized technical and UI feature improvements for the chatbot by synthesizing data and customer feedback

Product Experience Designer (AI Chatbot project)

  • Designed information architectures for 3+ chatbot intents while working with security, legal, marketing, visual designers, analytics, and technology teams to develop the launched product for 200k+ monthly customers

  • Wrote/edited all chatbot + IVR copy to keep a concise and on-brand tone reaching 400K+ monthly customers\

User Experience Researcher (AI Chatbot project)

  • Created the methodology used by a team of 20 for current state and user research across digital channels

  • Facilitated and designed 50+ focus groups, A/B tests, usability tests, and surveys to improve chatbot opt-in by 20%

June 2016 – August 2016

Project Description : Built a new digital retail banking analytics platform for a global financial services firm  

Project Manager for the Analytics Team (Internship)

  • Supported 300+ customer analytic and KPI data attribute definition and mapping for the analytics platform

  • Designed 2 data visualization dashboards and created weekly reports for client executives with the reporting teams

Learn more about my work at Accenture on my Service Design Page.