Christine Dougherty
Summary
Experienced Senior UX/CX Researcher leading complex end-to-end initiatives. Deep understanding of product lifecycle and customer engagement solutions while employing a strategic mindset grounded in human-centered design principles. Demonstrated ability to implement user-driven solutions & manage customer relationships. Excel at connecting interdisciplinary teams to successfully work towards a common goal. Passionate about making a positive impact on customers by building successful relationships.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior User Experience Researcher
Stride/K12
06.2022 - 03.2024
- Designed and led complex end-to-end research initiatives in support of both sustaining & emerging products
- Applied multi-method (qualitative & quantitative) analysis techniques to provide actionable insights to improve end-user experiences and engagement
- Created data-driven, actionable insights reports to inform product development decisions
- Fostered human-centered design & design thinking principles
- Mentored more junior researchers
Senior Design Researcher
Sylver Consulting
03.2022 - 05.2022
- Designed & executed qualitative & quantitative UX research studies using a mix of research methodologies
- Managed client projects from end-to-end (proposal, implementation, facilitation, analysis, reporting)
- Facilitated co-creation and design thinking innovation workshops
- Oversaw vendor relationships for research initiatives
Customer Success/Implementation Mgr- Learning
ACT
11.2020 - 03.2022
- Developed product use guides, videos and webinars to support customer adoption & onboarding
- Delivered in-depth product use training based on end-users goals and product lifecycle use
- Collaborated with Product Marketing to ensure successful product positioning
- Partnered with Product Management to design market research plans capturing voice of the user
- Liaison between customer support needs and internal departments for issue resolution
- Advocated customer voice for product roadmap initiatives and stakeholder prioritization discussion
Product Portfolio Mgr.- Product Portfolio Management Training
ACT
02.2020 - 07.2020
- Leveraged customer market research, including competitive intelligence personas, journey maps and qualitative product discovery to guide product development
- Partnered with Product Management & Marketing to create & manage sales enablement collateral
- Developed product positioning & communication plans for marketing campaigns
- Trained internal sales and customer success leadership on products and releases
Senior Program Mgr., Research- New Growth Initiatives & Strategic Portfolio Solutions
ACT
08.2018 - 09.2019
- Led all Market Research (Competitive Intelligence, Customer & UX) using quantitative & qualitative methods for new product concepts to determine desirability, & inform viability & feasibility
- Worked hand-in-hand with product UX designers to test prototypes with actual customers & users
- Engaged with appropriate stakeholders & teams throughout product development process to iterate & retest designs through product launch, scale, and maintenance phases
- Designed & facilitated mixed method research studies, provided actionable insights reports
User Experience (UX) Analyst- Research, Engagement, Communication-
ACT
08.2016 - 08.2018
- Planned, coordinated & facilitated user research and design workshops
- Created enterprise personas, journey maps & proto-personas to develop a deep understanding of primary customers, drive empathy & identify opportunities to improve customer experience
- Served as an agent of change to bring organizational awareness of user-driven design
- Developed of Voice of the Customer dashboard, collecting data to identify product OFIs
Customer Experience (CX) Analyst, Culture, Engagement, Communication
ACT
03.2015 - 07.2016
- Developed first persona & journey map representing an ACT user-type, achieving high school junior
- Mapped ACT product ecosystem to identify opportunities to improve operational effectiveness
- Created, implemented & executed department communication plan & engagement roadmap
- Designed internal customer experience awareness training program for employees
Sr. Learning/Change Mgmt Specialist- Training & Change Management
Rockwell Collins
09.2013 - 03.2015
- Conducted stakeholder & change impact analysis to identify impacted audiences
- Created comprehensive readiness plans including: communications, change & training deliverables
- Led curriculum architecture initiatives by designing training materials & providing classroom training
- Championed end-user experience analysis of Voice of Customer annual survey
Education
B.A. - Psychology And Biology
Coe College
Cedar Rapids, IA05.1990
Skills
Qualitative & Quantitative Research
Moderated/Unmoderated Testing
Usability Testing
User Interviews- 1:1, Focus Groups
Heuristic Evaluations
Creative Problem-Solving
Customer Engagement/Success
Program/Project Management
Collaboration
Process Improvement
Training/Facilitation
Innovative Thinking
Early Career
Verizon Business/WorldCom/MCI
- Corporate Contract/Proposal Project Mgr.- Presale 6/2005- 9/2013
- Contract Billing Analyst- Billing 7/2003- 6/2005
- Technical Writer & Trainer- Training 12/2000-12/2001
- Implementation Analyst- Implementation 6/1998-12/2000
Rockwell Collins
- Corporate Trainer & Communications Specialist, e-Business 1/2002-5/2003
Regis & LaSalle Catholic Schools
- Science Educator 8/1994-5/1998
Certification
In-depth Interview (IDI) Moderating, RIVA, 3/2017
Nielsen Norman Group, UX Research Specialty, 12/2016
Design Camp, IIT Institute of Design, 7/2016
Personas, Customer Insights, Design Cooper Professional Education, 9/2015
Driving CX Transformation, Temkin Group, 6/2015
Scrum Master, Scrum Alliance 12/2013
Prosci Change Management, 11/2013
Timeline
Senior User Experience Researcher
Stride/K12
06.2022 - 03.2024
Senior Design Researcher
Sylver Consulting
03.2022 - 05.2022
Customer Success/Implementation Mgr- Learning
ACT
11.2020 - 03.2022
Product Portfolio Mgr.- Product Portfolio Management Training
ACT
02.2020 - 07.2020
Senior Program Mgr., Research- New Growth Initiatives & Strategic Portfolio Solutions
ACT
08.2018 - 09.2019
User Experience (UX) Analyst- Research, Engagement, Communication-
ACT
08.2016 - 08.2018
Customer Experience (CX) Analyst, Culture, Engagement, Communication
ACT
03.2015 - 07.2016
Sr. Learning/Change Mgmt Specialist- Training & Change Management
Rockwell Collins
09.2013 - 03.2015
B.A. - Psychology And Biology
Coe College
In-depth Interview (IDI) Moderating, RIVA, 3/2017
Nielsen Norman Group, UX Research Specialty, 12/2016
Design Camp, IIT Institute of Design, 7/2016
Personas, Customer Insights, Design Cooper Professional Education, 9/2015
Driving CX Transformation, Temkin Group, 6/2015
Scrum Master, Scrum Alliance 12/2013
Prosci Change Management, 11/2013
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