Britni Thompson
Miami,FL
Summary
UX research expert with 3 years in the field, my attention to detail, inclination to observation, and 17 years of experience in customer service allows me to uncover customers spoken and unspoken needs.
Overview
16
16
years of professional experience
Work History
User Experience Researcher
Amazon
06.2021 - Current
- Managed multiple research projects end to end, handling scope, communications, milestones, and deliverables
- Increased research output by 50% utilizing vendor support
- Utilized various user research methodologies, facilitated user testing, and identified emergent issues with data collection tools and software
- Analyzed user feedback to influence future UX updates, ameliorating user concerns and pain points during subsequent patch cycles.
UX Design and Research
Black Hat Bandit
06.2020 - 01.2022
- Met with clients to discuss expectations regarding visual presentation, branding and e-commerce functionality.
- Illustrated page design concepts by blending arrangement, style and aesthetic elements to meet predetermined preferences.
- Furnished research and materials based on up-to-date web design standards.
- Provided front-end website development using WordPress, and other editing software.
UX Researcher
CASA Advocates for Children
05.2020 - 06.2020
- Lead UX research to influence learning platform migration to Google Classroom saving onboarding time and $5k to $7k per year
- Consulted with teacher onboarding and website additions/updates
- Researched and proposed new solutions to make website more user-friendly.
Experience Design and Research Fellow
General Assembly
03.2020 - 06.2020
- Completed 400+ hours of hands-on professional learning experience online such as conducting user & competitive research
- Designed iOS HIG concept app for the CDC & created interactive prototypes
- Made responsive websites leveraging UI patterns to create a seamless user experience in Sketch
Senior Customer Advocate
TIAA
10.2018 - 03.2020
- Worked from home & offered face-to-face consultation to 15-30 clients per day
- Promoted to serve high-end institutions like Stanford, Harvard, Yale & Cornell
- Developed and implemented strategies to improve customer service experience, resulting in increased satisfaction.
- Analyzed customer feedback and generated reports to identify trends and opportunities for improvement.
Comcast Achievement Leadership Development Program
Comcast
07.2007 - 02.2011
- Started as Customer Service representative, supporting billing and cable TV
- Promoted after 1 year to “all products,” then promoted again to upsell packages
- Promoted to Retention team, consistently exceeded goal of 70% retention rate
- Promoted to Leadership Development program to fast track to a leadership role.
Education
Certificate - UX Design And Research
School of Visual Concepts
Seattle, WA2021
Technical And Scientific Communication
Metropolitan State University of Denver
Denver, CO2016
Skills
- Qualitative research methods
- Quantitative research methods
- Data analyzation
- Clear and concise writing
- Asana
- Usertestingcom
- Dovetail
- Google Suite
- Qualtrics
- Figma
- InVision
- UX Diagnostic Management
Timeline
User Experience Researcher
Amazon
06.2021 - Current
UX Design and Research
Black Hat Bandit
06.2020 - 01.2022
UX Researcher
CASA Advocates for Children
05.2020 - 06.2020
Experience Design and Research Fellow
General Assembly
03.2020 - 06.2020
Senior Customer Advocate
TIAA
10.2018 - 03.2020
Comcast Achievement Leadership Development Program
Comcast
07.2007 - 02.2011
Certificate - UX Design And Research
School of Visual Concepts
Technical And Scientific Communication
Metropolitan State University of Denver
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