Gloria Osardu
Virginia,USA
Summary
Industry agnostic global CX/UX insights and strategy leader with 16+ years of hands-on experience building, growing, and scaling UX/CX research and insights teams to de-risk decisions and drive business and customer strategy. Solid tract record of success in generating real business value and building end-to-end customer insights in Product, Design, and CX processes. Thorough knowledge and thought leadership in seeking out, generating, and using customer, product and service insights to drive business goals. Seeking an executive research leadership role with a company building tech innovation for all.
Overview
6
6
years of professional experience
Work History
Senior Director, Global Head of Research and Insights
Gusto, Inc
01.2021 - Current
- Responsible for building the company-wide research and insights function; Orchestrated and implemented a strategic vision for end-to-end customer (User, Brand, CX, Design) research and insights; in line with company-wide business and customer goals
- Achieved projected cost-savings of $200+ million from preventable customer churn by spearheading a company-wide customer empathy program adoption and implementation across all BUs
- Increased customer satisfaction score by 15 points (exceeding company annual goal) by leading to cross functional commitment and resolution to eliminate all major and catastrophic CX issues in <6 months
- Delivered a projected $1.2+ Billion in sales by delivering strategic user insights to support emerging segments initiatives, landing the company 12 major contracts in 6 months
- Reduced lead time on global insights operations by 70% through streamlining efforts on global insights (brand, UX, product, CX, enterprise, M&A, sales) operations reducing process and practice complexity by 70% and increasing insights to action from 4 weeks to 5 business days.
Senior Manager, Head of UX Research Insights + Ops
Amazon (AWS)
01.2019 - 01.2021
- Led an organization of 30+ with an operational budget of $25+million across 15+ cloud services: S3, Identity, Amazon Software Builder Experience (ASBX), Payments, Commerce, Government Solutions, Billing, Identity and Access Management, EC2; in line with the overarching AWS CX goals for businesses and end users
- Improved AWS services engagement with product experience research and operations by ~28% YoY as measured by an annual research and insights survey sent across AWS by my operational team
- Drove 100% improvement in lead time by orchestrating a GM-level alignment and commitment on business/customer problem prioritization and research investigation
- Delivered 30% improvement in employee experience and engagement in our early career team members by optimizing both onboarding and project mapping experience.
Senior Manager, Head of Experience Research Insights + Strategy
Capital One
01.2018 - 01.2019
- Led a function of 12+ researchers and analysts
- Oversaw, research teams and resources dedicated to our enterprise needs across our key banking models and cloud data
- Achieved 10% cost savings in Capital One’s data and model cloud migration to AWS by delivering insights to aid migration and introducing relevant metrics for user experience
- Reduced time to market by 50% by delivering new business insights for our 3rd-party KYC business that scaled MVP and led to 6 new contracts in 3 months
- Achieved superior CX for customers by exceeding company-wide goals for customer support and ticket resolutions.
Education
Ph.D. - Human-Computer Interaction
Univ. of Maryland, Baltimore County
BaltimoreMaster of Science - Applied Health Informatics
Johns Hopkins University
Baltimore, MDBachelor of Science - Computer Science
Valley View University
Accra, GhanaSkills
- UX/CX Research and Insights
- Mentoring, Coaching, Managing managers
- Hiring and Retention
- People, Contract, and Vendor Management
- Legal and Regulatory Compliance
- Excellent Verbal and Written Communication
- Strategic Visioning and Business Planning
- Internship and Apprenticeship program management
- Building trust and connections
- Administrative Oversight
- Driving Customer Empathy Programs
- Rapid Testing Programs for Product and Design
- Scaling Research Operations
- ERG sponsorship DEI Initiatives
- Establishing and implementing UXR role guideline
Affiliations
- Missionary Kid with experience living on 5 continents
- Executive sponsor for company-wide ERG
- Guest Lecturer: CX Insights and UX Research
- Lego Master
- FIRST Robotics volunteer
- Computing Research Association: Industry mentor
- Coders volunteer: Teach kids how to design and build robots.
Thought Leadership
- Guest: Nodes of Design Podcast
- Guest: Scaling Research Podcast
- Guest: Saving UX Podcast
- Guest: UXR Geeks Podcast
- Guest: Conversations with Masters Podcast
- Contributing writer: www.userweekly.com
- Speaker: Afro Future Accelerator Conference
- Speaker: ConveyUX 2023
- Speaker: Amazon Design's BlackVoices
Timeline
Senior Director, Global Head of Research and Insights
Gusto, Inc
01.2021 - Current
Senior Manager, Head of UX Research Insights + Ops
Amazon (AWS)
01.2019 - 01.2021
Senior Manager, Head of Experience Research Insights + Strategy
Capital One
01.2018 - 01.2019
Ph.D. - Human-Computer Interaction
Univ. of Maryland, Baltimore County
Master of Science - Applied Health Informatics
Johns Hopkins University
Bachelor of Science - Computer Science
Valley View University
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