Kim Salazar
Kansas City,MO
Summary
Results-driven CX practitioner with a sharp analytical skillset, ready to solve new and exciting problems. A recognized leader in customer journey management with demonstrated success developing and applying operational models for insight-drive iterative improvement. Proven and practiced in project management, spearheading simultaneous initiatives in a remote role for over 10 years. A strong communicator, well-versed in creating alignment among crossfunctional stakeholders at all levels. A former software engineer with a working knowledge of the enterprise technology stack. Focused, performance-minded manager with a desire to grow rising talent.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior User Experience Specialist
Nielsen Norman Group
Dover, DE
01.2015 - Current
- Conducting industry research to identify CX transformation and Journey management operational strategies used by enterprise organizations
Lead User Experience Designer
Berkley Technology Services (W.R. Berkley Insurance companies)
Des Moines, IA
01.2014 - 01.2015
- Utilized ethnographic research methods to lead UX design efforts on new product development and product optimization
Independent User Experience Consultant
01.2011 - 01.2015
- Worked closely with small businesses and startups to define target-end-user personas
Senior User Experience Architect
VML Advertising Agency
Kansas City, MO
01.2012 - 01.2014
- Consulted closely with clients to understand strategic vision and key objectives
IT Application Analyst Lead
Principal Financial Group
Des Moines, IA
01.2005 - 01.2012
- Designed and developed scalable web-based accounting and record-keeping solutions using Java, JavaScript, XHTML, and XML
Education
Master of Science - Human-Computer Interaction -
Iowa State University
01.2011
Bachelor of Arts - Computer Science -
Central College
01.2006
Skills
- User-centered design
- Omnichannel CX
- Customer-journey management
- Stakeholder management
- Public speaking
- User research methods
- Project management
- Workshop design and facilitation
- Data-driven decision-making
- Customer Journey Mapping
- Strategic Planning and Alignment
Certification
- Mastering CX Certification (Forrester, 2022)
- UX Master Certification (Nielsen Norman Group, 2015)
Acknowledgments
NN/g UX Podcast | Hosted by Nielsen Norman Group | 2023
§ #8 - Thinking Beyond Interactions: Omnichannel Experiences and CX (feat. Kim Salazar, Sr. UX Specialist at NN/g)
§ #27 - Customer Journey Management (feat. Kim Salazar, Sr. UX Specialist at NN/g and Jochem van der Veer, CEO/Co-Founder of
TheyDo)
Standardizing Journey Management 3-part Webinar Series | Hosted by TheyDo.com| 2023
§ Standardizing Journey Management with Kim Salazar and TheyDo's CEO Jochem van der Veer
Awkward Silences Podcast | Hosted by UserInterviews.com| 2021
§ #61 - The Role of Research in CX Transformation
- Storytelling in Design: Defining, Designing, and Selling Multidevice Products, by Anna Dahlström
- Information Services Today: An Introduction, Third Edition, by Sandra Hirsh
- UX Research Methods for Media and Communication Studies, by Angela M. Cirucci and Urszula M. Pruchniewska
- 15 other online publications
Speaking Engagements
- C3 Fest, Amsterdam, NL, 2024-06-01
- NN/g UX Podcast, 2023-01-01
- Standardizing Journey Management 3-part Webinar Series, 2023-01-01
- Awkward Silences Podcast, 2021-01-01
- World Usability Summit, 2017-01-01
- World IA Day, Des Moines, IA, 2015-01-01
- Iowa Tourism Conference, Council Bluffs, IA, 2014-01-01
References
References available upon request.
Timeline
Senior User Experience Specialist
Nielsen Norman Group
01.2015 - Current
Lead User Experience Designer
Berkley Technology Services (W.R. Berkley Insurance companies)
01.2014 - 01.2015
Senior User Experience Architect
VML Advertising Agency
01.2012 - 01.2014
Independent User Experience Consultant
01.2011 - 01.2015
IT Application Analyst Lead
Principal Financial Group
01.2005 - 01.2012
Master of Science - Human-Computer Interaction -
Iowa State University
Bachelor of Arts - Computer Science -
Central College
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