KAREN DILLON GIFFORD

Project Director | Suzy.com

• Identified a strategic partner and developed a business plan to launch an innovative AI moderation solution—driving customer value, expanding market differentiation, and unlocking new revenue opportunities
• Served as the primary liaison to Amazon, aligning project objectives with client needs and strategic goals—strengthening stakeholder relationships and securing a contract renewal
• Led and mentored cross-functional teams, streamlining resource use and fostering a high-performance culture, which improved project delivery quality and reduced rework by 70%

Program Director | UserTesting

• Led a high-stakes global pricing model overhaul, driving end-to-end execution—from in-depth analysis to implementation—while navigating complex executive stakeholder alignment and regulatory compliance across markets
• Orchestrated critical migration of EMEA customer contracts to standardized global agreement structure. Developed and executed retention strategy while successfully managing cultural nuances, legal complexities, engineering alignment, and stakeholder communications.
• Spearheaded a complex customer transition from and an acquired platform to one core enterprise system with an 88% migration rate. Designed and implemented comprehensive migration strategy, coordinating cross-functional teams to ensure seamless transition with minimal disruption to the client and internal operations

Consultant | North Marin Community Services

• Collaborated with stakeholders to evaluate research plans, driving product and process improvements while providing data-driven thought leadership. Identified areas of opportunity to improve employee satisfaction by 10%, and project efficiency by 25%
• Developed and presented a targeted training programs for employees to ensure smooth adoption of innovative practices

• Directly responsible for the team leadership, success, and product strategy of a Participant Recruitment/Online Community business line, which accounted for 25% of overall revenue, with 91% customer retention, and 4 or more new product offerings.
• Partnered and collaborated with cross-functional, global leaders to align all business areas on the product vision, pricing, go-to-market strategy, and compliance.
• Implemented fraud detection through innovative internal solutions and integrated API partnerships, including financial payment systems.
• Led the launch of a new AWS-based data lake infrastructure in partnership with engineering, enabling advanced analytics, data mining, and machine learning capabilities.
• Partnered with AI engineers to build an internal ML model that increased operational efficiency by 3x, and reduced research field time by 3.5x.
• Developed a scalable platform for product growth and innovation, including a microservice architecture with an API.
• Led the development and integration of internal products, creating user-friendly interfaces, reducing manual touch points by 50%, and driving faster access to insights.
• Reduced time to first value from 14 to 3 days by streamlining scheduling and recruitment, and accelerating user adoption and engagement.
• Founding team member who established a Product Development Lifecycle, adopted across the R&D team, increasing cross-team communication and alignment.
• Synthesized data from diverse business units to inform and optimize decision-making.
• Provided direction on KPIs to track and monitor product usage, and customer consumption.
• Oversaw the expansion of the product into nine additional countries and five new languages, increasing adoption by 55% in revenue, and 30% in revenue.

• Led the charge to reduce payment and panelist fraud to less than 1% across the member database, increasing utilization and revenue by 25%
• Defined product KPIs (growth, usage, costs) to track product and business success, uncovering 5 key opportunity areas and the identification of a 20% cost saving
• Leveraged market research in collaboration with UX to drive data-informed design decisions, enhancing user satisfaction (CSAT) by 15% post-launch
• Served as a subject matter expert (SME), partnering with Sales teams on client calls to articulate product value, address technical questions, and support successful deal closures—contributing to a 10% lift in win rate across strategic accounts
• Managed pricing strategy and process for the Participant Recruitment product line, providing flexibility, cost transparency, and increased customer satisfaction
• Spearheaded the launch of a localized product experience across 6 countries and 3 languages, enabling members to register, onboard, manage accounts, and access research studies—resulting in increased user engagement and sustained revenue growth
• Led go-to-market (GTM) strategy and planning for internal and external audiences, and created a standardized process that improved cross-functional efficiency by 30%

• Scaled a mobile-only gesture-based survey platform, increasing the member base by 50% and boosting retention to over 35% through innovative social media campaigns and strategic partnerships.
• Reduced acquisition costs by 60% by identifying, sourcing, negotiating, and managing key partner relationships.
• Led customer insights initiatives, conducting online research to measure satisfaction and uncover new business opportunities, informing product and service enhancements.
• Launched an integrated marketing plan for a national youth development program, resulting in a 5% attendance increase and the successful rollout of two new programs.
• Revamped email marketing for a major research firm, increasing click-through rates by 50% through targeted content and segmentation strategies.
• Directed a full rebranding initiative for two merging organizations—including naming, logo, messaging, and positioning—resulting in improved brand recognition and stakeholder alignment.
• Developed and delivered sales enablement assets (capability decks, demos, and training sessions) to support SaaS platform adoption and customer engagement.
• Built a digital presence for a network of independent skincare businesses via SEO, content strategy, social media, and email campaigns, strengthening visibility and lead generation.
• Created and executed a year-long healthcare marketing program to promote newly onboarded physicians across a regional provider network.

• Led the cross-functional transition of a 2M+ global member panel to the SurveyMonkey platform, managing end-to-end member experience—including onboarding, a $1.5MM incentive program, and re-engagement strategies.
• Developed KPI dashboards to identify growth opportunities, drive action plans, and forecast annual budgets aligned with product goals.Launched an email reactivation campaign, increasing reinstated memberships by 300%; partnered with vendors to deliver a new loyalty program, boosting engagement by 9%.
• Drove cross-team initiatives focused on new product technologies and experience improvements.
• Created value-driven marketing positioning, enabling tailored member content and custom product offerings.
• Oversaw database management, including API processes, data mapping, and collection strategy.
• Facilitated strategic client discussions (e.g., General Mills, Microsoft, Samsung), aligning business goals with platform capabilities to maximize ROI.

• Directed a team responsible for a 3M+ member global panel, driving performance through KPI monitoring, incentive strategy, user experience optimization, and targeted messaging.
• Cultivated a strong vendor relationship worth $1 million, initiating collaborative web and mobile project launches.
• Mentored the team in conducting research to gather insights on member behavior, and spearheaded a new member profiling process, increasing updates by 250%.
• Developed and executed onboarding and communication campaigns, utilizing data analysis to optimize engagement strategies.
• Strengthened strategic client partnerships by leading pre-sales initiatives, RFP responses, product demos, and onboarding.
• Achieved 90% customer satisfaction with strategic clients (Target, Minute Maid, Anheuser-Busch, and JD Power).
• Developed training, onboarding programs, and documentation.
• Subject matter expert in sales presentations and proposals for the SaaS division.