Karina Ruiz
Chicago,IL
Summary
UX Researcher with a strong foundation in financial services and 10+ years of customer experience, data analysis, and problem-solving. Proven ability to lead end-to-end research, translate insights into actionable recommendations, and partner cross-functionally to improve digital products. Combines UX research expertise with deep banking knowledge to drive meaningful, data-informed decisions.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
Senior Customer Experience Specialist
U.S. Bank
2017 - Current
- Lead customer-focused problem solving across digital banking, business banking, and wealth management channels
- Analyze customer behaviors and feedback to identify usability issues and improvement opportunities
- Translate customer needs into actionable insights that inform digital experience improvements
- Partner with cross-functional teams including product, support, and business lines to enhance customer journeys
- Support research-informed decision making by monitoring trends, metrics, and service data
- Handle complex customer scenarios, uncovering root causes and recommending scalable solutions
UX/UI Design & Research Intern
Google
2021 - 2022
- Designed and executed end-to-end UX research including interviews, usability testing, and surveys
- Synthesized findings into clear, actionable insights that informed design decisions
- Created wireframes and high-fidelity prototypes in Figma for testing and iteration
- Analyzed user behavior using analytics tools to identify trends and opportunities
- Facilitated design thinking workshops and cross-functional collaboration sessions
- Developed user stories, research artifacts, and presentations for stakeholders
- Utilized a mix of qualitative and quantitative research methods to evaluate user experiences and inform feature development
- Created personas, user journey maps, and other deliverables to communicate user needs and behaviors to the product team
- Collaborated with UX designers to iterate on prototypes based on user feedback and usability test results
Education
Master of Science - Information Technology Systems
DeVry University
01.2021
Bachelor of Science - Technical Management
DeVry University
01.2019
Skills
- UX Research
- User Interviews
- Usability Testing
- Survey Design
- Data Analysis
- Design Thinking
- Figma/Sketch
- Google Analytics
- Analytical thinking
- Problem-solving
- Financial Services Knowledge
- Compliance & Risk Awareness
Certification
- Google UX Design Professional Certificate
- Google Data Analytics Professional Certificate
- IBM Generative AI for UI UX Design Specialization Certificate
- IBM Designing User Interfaces and Experiences (UI/UX) Certificate
ADDITIONAL
- Fluent in Spanish
- Strong presentation and storytelling skills
- Experienced working in highly regulated financial environments
Certificates
- Google UX Design Professional Certificate
- Google Data Analytics Professional Certificate
- IBM Generative AI for UI UX Design Specialization Certificate
- IBM Designing User Interfaces and Experiences (UI/UX) Certificate
Languages
Spanish
Timeline
Bachelor of Science - Technical Management
DeVry University
Senior Customer Experience Specialist
U.S. Bank
2017 - Current
UX/UI Design & Research Intern
Google
2021 - 2022
Master of Science - Information Technology Systems
DeVry University