Elle Santley
Peoria,AZ
Summary
Results-driven insights professional with 10+ years of experience in research design, customer experience, KPI tracking, and data visualization, with a proven track record of delivering compelling insights that drive operational improvements and inform business strategy.
Overview
15
15
years of professional experience
Work History
Brand and Experience Research Program Sr. Manager
Blue Cross Blue Shield Of Arizona
07.2022 - Current
- Spearheaded enterprise-wide Qualtrics VoC program, standardizing and expanding feedback collection across customer touchpoints to deliver actionable insights across business units
- Established and owned quarterly and monthly Brand Tracking studies, tracking performance trends and analyzing open-ended responses to surface customer pain points and inform the development of new CX initiatives
- Designed and executed ad hoc research initiatives, analyzing and preparing data into executive-ready presentations
- Developed and maintained KPI scorecards and tracking dashboards, delivering timely, visually compelling insights to senior stakeholders to monitor performance trends and inform data-driven decisions
- Partnered with Salesforce and IT teams to automate survey deployment and streamline workflows, leveraging APIs and automation tools to eliminate redundant tasks and improve operational efficiency
Sr. Research Manager
Sentient Decision Science
10.2020 - 07.2022
- Partnered with major brands including Facebook, Campbell's, iRobot, and Heineken to design and execute complex research programs that directly informed business strategy and decision-making
- Applied advanced quantitative research methodologies including MaxDiff, Conjoint, and Implicit Association Testing to uncover nuanced consumer preferences and deliver deeper strategic insights
- Led client conversations and presentations, serving as a trusted research partner to translate complex data into clear strategic recommendations that drove decision-making
- Designed, programmed, and deployed surveys across research initiatives, analyzing results and distilling complex data into actionable insights for client presentations and strategic recommendations
Consumer Insights Manager
Meritage Homes Corp.
02.2018 - 10.2020
- Owned all research and custom ad hoc products from inception to delivery, managing external vendor relationships to ensure quality, timeliness, and alignment with business objectives
- Designed and launched a sales experience survey tracking the model home visit journey, and developed an accompanying dashboard empowering the sales team to monitor and act on real-time customer feedback
- Collaborated with legal to design and launch a sweepstakes incentive program, driving measurable increases in survey response rates across customer experience studies
- Mapped key moments that matter across the customer journey, capturing customer thoughts, feelings, and pain points at each touchpoint to guide CX strategy and improvement initiatives
Consumer Insights & Corporate Strategy Senior Analyst
Lowe's Home Improvement
06.2016 - 02.2018
- Supported Innovation, International, and Service teams, delivering tailored insights to drive decision-making across diverse business functions
- Managed full research lifecycle from questionnaire design and sample management through data analysis and reporting, ensuring quality and integrity at every stage
- Managed relationships with external research vendors, overseeing project execution, quality control, and delivery timelines to ensure research was completed on time and to specification
Research Analyst
Arizona State University
12.2011 - 05.2015
- Supported evaluation of the Sanford Harmony program — now a published, nationally adopted social-emotional learning curriculum — conducting pre and post survey testing, training teachers on implementation, and observing and coding classroom interactions to ensure fidelity and maximize student outcomes
- Supported the School of Social and Family Dynamics in leveraging EEG and biometric techniques to investigate non-conscious responses to stimuli, contributing to cutting-edge academic research
- Managed participant recruitment for complex longitudinal studies, securing qualified respondents and ensuring sustained active participation across extended research timelines to maintain sample integrity and data quality
Lead Field Researcher
Harvard University
12.2010 - 12.2011
- Served as Team Lead for a year-long Harvard-sponsored study, traveling to schools across the Phoenix metro area to administer testing and manage all aspects of field data collection
- Managed a team of 10 researchers, providing training, guidance, and daily oversight to maintain high productivity, performance, and data collection standards across all school sites
- Maintained tactical control of project timelines and communicated daily progress to off-site project managers, keeping the team aligned with deadlines and on-task throughout the study
- Responsible for the secure handling and safekeeping of all collected data, ensuring confidentiality and integrity of sensitive student information throughout the duration of the study
Education
Master of Market Research - Marketing Research
University of Georgia
Athens, GA05-2016
Bachelor of Science - Sociology
Arizona State University
Tempe, AZ05-2011
Timeline
Brand and Experience Research Program Sr. Manager
Blue Cross Blue Shield Of Arizona
07.2022 - Current
Sr. Research Manager
Sentient Decision Science
10.2020 - 07.2022
Consumer Insights Manager
Meritage Homes Corp.
02.2018 - 10.2020
Consumer Insights & Corporate Strategy Senior Analyst
Lowe's Home Improvement
06.2016 - 02.2018
Research Analyst
Arizona State University
12.2011 - 05.2015
Lead Field Researcher
Harvard University
12.2010 - 12.2011
Master of Market Research - Marketing Research
University of Georgia
Bachelor of Science - Sociology
Arizona State University