Kellie Coppola

• Conducted qualitative research with advisors and client service professionals to re-design communication and work-item processing strategy and product development.
• Developed research plans, questionnaires and surveys to collect qualitative data.
• Conducted needs discovery research to uncover the root cause of high NIGO rates, revealing a complex work item processing experience. Uncovered functional and emotional costs of friction points in the current experience. Generated valuable insights that reshaped organization's approach to prioritization and communication within the tool.
• Directed a cross-departmental initiative to revamp work item processing products through effective collaboration with various teams. Strategized the User Experience (UX) by conducting mapping exercises which have spurred fruitful conversations on optimizing processes for better internal team satisfaction and heightened user experience.
• Successfully prevented the sunsetting of a necessary tool by reassessing its capabilities in accordance with user needs.
• Developed and shared an innovative stakeholder needs identification process, currently adopted by multiple researchers.

• Leader of UX-research across three teams within the Commercial & Services (C&S) space that focus on improving user experience for a variety of internal users to intern increase value to the end-customer.
• Based on research, I helped the UX team design a groundbreaking interactive map prototype to help them track, locate, and manipulate assets all over the world.
• Through contextual and ethnographic research for a lift-and-shift initiative, I led the team to discover that the tools that were to be lifted into the new tool weren't being used at all. This led to a reconsideration of user requirements and a refocus on data quality.
• Leveraged user research to change the product team's mind about a potential user requirement that would put too much stress on the user. Ignited a conversation engaging business stakeholders about improved resourcing and a more efficient, balanced business process.

• Leader of insight and concept-testing methodologies that manages all stages of research from project design to synthesis and activation.
• Conducted
• Maintained position as one of the top revenue-generating project lead consultant and project support consultants for two years.
• Conducted research with a variety of consumer bases including children
• Pioneered a remote-adapted, condensed empathy training for an international team.
• Served as team expert for refinery methodology.
• Led concept testing for a children's undergarment brand that went to market in fall 2020.
• Led multi-channel social media listening that contributed to branding concepts for a leading oral care brand.
• Led team in multi-market qualitative insights research around customization for a well-known coffee brand.
• Successfully led an insights project that shaped the current branding campaign for a local restaurant chain.

Previous Positions held at SEEK

• Research & Innovation Associate. 2017-2019 (all of the above skills and responsibilities in both support and leadership roles)
• Intern - 2017 (hired on after one month)