Carolyn Reed
Principal Researcher, User Experience
Philadelphia,PA
Summary
Insights professional with over 10 years of experience leading design and innovation in technology, healthcare, and financial sectors. Noted for delivering concentrated and actionable recommendations, encouraging new ideas, and embracing new challenges. Relationship builder accomplished in developing strong internal and client partnerships. Specializes in discourse/narrative analysis, design thinking, and ethnographic research.
Overview
15
15
years of professional experience
3
3
Languages
Work History
Principal Voice Researcher
Comcast
Philadelphia, PA
2019 - Current
- Establishing a mixed methods research program grounded in customers' natural language choices to support Conversation Design and growth of Xfinity Assistant.
- Leading research strategy for Xfinity Assistant, Xfinity's voice remote experience, and verbal or textual customer interactions.
- Coaching colleagues within Experience Design to create and lead Design Thinking workshops with product and engineering partners.
- Partnering with teams beyond Xfinity Experience Design including AI Research and Discovery, Customer Experience, Brand Strategy, Sky User Research, and NBCU Accessibility.
Director, Linguistics & Innovation
Verilogue, Inc.
Philadelphia, PA
2012 - 2019
- Clients included global financial and pharmaceutical brands across all stages of product life-cycle
- Led high-impact research that illuminated key user behavioral data and informed approaches to customer-oriented interaction
- Partnered with design teams to optimize linguistic choices in print, voice, and digital communications
- Developed, implemented, and scaled cognitive linguistic interviewing method to improve consumer interaction with drug labels and clinical protocols
- Leveraged multi-modal research approach to advise product development team on design of injection device
Global Business Development Representative
Verilogue, Inc.
Paris, France
2016 - 2017
- Managed 15+ global pharmaceutical accounts
- Collaborated with US and European marketing and research teams while based in Paris, France
- Directly responsible for driving $1 million in new global sales over the course of 8 months
Research Consultant
Curiosity, Inc.
2011 - 2012
- Clients included $5 billion international consumer foods manufacturer and a global business school
- Analyzed and systematized 200+ hours of unstructured ethnographic data to provide recommendations for executive-level training program
- Leveraged network analysis methods to explore user purchase patterns and associated language use
Tutor & Administrative Assistant
Alachua County School Board, Migrant Education
Gainesville, FL
2005 - 2008
- Maintained regular communication with students’ schools and counselors regarding tutoring schedule
- Reported students' annual progress to School Board leadership
- Collaborated on adjustments to approach individual students
- Additional administrative tasks: design printed informational material in English and Spanish, maintain accuracy of program database, adhere to annual reporting deadlines
Education
Georgetown University
01.2012 -
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University of Florida
01.2008 -
Skills
Qualitative User Research Methods
undefinedTimeline
Principal Voice Researcher
Comcast
2019 - Current
Global Business Development Representative
Verilogue, Inc.
2016 - 2017
Director, Linguistics & Innovation
Verilogue, Inc.
2012 - 2019
Georgetown University
01.2012 -
Research Consultant
Curiosity, Inc.
2011 - 2012
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University of Florida
01.2008 -
Tutor & Administrative Assistant
Alachua County School Board, Migrant Education
2005 - 2008
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