KRISTEN ARAKELIAN
North Andover,United States
Summary
Rich mix of leadership and operational process improvements with a passion for building high-performing teams. Experience driving strategic execution and change management. Demonstrated record of success establishing relationships and motivating teams. Proven track record of enhancing team performance and aligning cross-functional teams with organizational objectives. Passionate about fostering exploration, analysis and innovation to achieve measurable outcomes.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Business Process Lead XD
Salesforce
01.2025 - Current
- Business Process Lead for Experience Design is responsible for enhancing customer experiences through innovative, strategic solutions. This role emphasizes operational efficiency and customer satisfaction, requiring close collaboration with stakeholders to address challenges and resolve complex issues to foster alignment and understanding. The position drives continuous improvement efforts that support organizational objectives and reinforce a customer-centric approach.
- Responsibilities:
- Design and deliver transformational experiences using Experience Design methodologies to enhance operational efficiency and customer satisfaction.
- Lead collaborative discovery efforts—including assessments, workshops, and use case development—to gather requirements and define target experiences.
- Clearly articulate and frame problems to enable focused, solution-oriented collaboration across teams.
- Evaluate and communicate solution options that effectively address business needs and constraints.
- Balance user needs with business objectives by designing and presenting experience solutions that are both practical and impactful.
- Work cross-functionally to identify and resolve pain points, ensuring alignment on comprehensive, end-to-end solutions.
- Build credibility and strong relationships with stakeholders by fostering transparency, trust, and shared understanding.
- Translate experiences into actionable deliverables, including technical requirements, user stories, and journey maps.
Salesforce Fellow
Salesforce
05.2024 - 01.2025
- Visiting Fellow - Career Forward
- Earned PMP and AI Associate certifications, enhancing project management skills and AI knowledge for practical application.
- Contributed to several projects and engagements including; Inspect & Adapt, and quantified results for 'Great Insights' internal team survey.
- Analyzed survey data to extract actionable insights.
- Enabled a research project for a leadership mentor circle to uncover data, and foster innovative approaches to career development and employee retention.
- Shadowed high-profile customer engagements for large accounts and solution with the teams to mitigate issues.
Agile Coach | Scrum Master (CSM) | SAFe 5.1
CVS Health Company
11.2022 - 10.2023
- Guided leadership teams with measurable results and enhanced collaboration.
- Aligned cross-functional teams with strategic goals, improving teamwork and project success.
- Strengthened stakeholder collaboration, ensuring timely and successful project delivery.
- Analyzed market research and artifacts for informed decision-making and strategic insights.
- Orchestrated agile sequences, aligning with scrum plans for effective and timely execution supporting a compliance deadline.
- Conducted in-depth market research and contextual inquiries, providing data-driven insights for informed decision-making processes.
- Mentored team members as a servant-leader, fostering professional growth and enhancing overall value delivery in project workflows and execution.
- Empowered team members to self-organize, boosting morale and overall job satisfaction.
Digital Design Agile Coach | Lean Portfolio Management (LPM) | SCRUM Master (CSM)
CVS Health Company
11.2020 - 11.2022
- Appointed by management to drive efficiency through implementing and optimizing Agile practices for five teams leading to improved workflow and efficiency.
- Facilitated risk management, mitigated issues resulting in increased team productivity and collaboration.
- Coordinated with cross-functional teams, aligning design milestones with goals.
- Managed backlog prioritization, ensuring alignment with product partner needs.
- Tracked agile metrics and organized PI Planning for better project transparency.
- Spearheaded PI Planning initiatives, transforming workflow processes and enhancing project transparency across the organization.
- Synergies with cross-functional teams to align design milestones with organizational goals.
- Managed backlog prioritization to meet product partner needs.
- Embodied servant leadership, removing obstacles and safeguarding designers' workflow to optimize team performance and foster a productive environment.
User Experience Product Owner | SCRUM Master (CSM)
EBSCO Information Services
09.2019 - 10.2020
- Conduit between voice of customer and business strategy.
- Aligned UX projects with client needs, boosting satisfaction and clarity.
- Led scrum ceremonies, enhancing team collaboration and stakeholder engagement.
- Managed backlog priorities to optimize timelines and reduce risks. Facilitated agile integration, aligning UX with business strategies.
- Analyzed user feedback to shape strategic UX decisions, aligning project plans with evolving market trends and user needs.
- Orchestrated scrum ceremonies, facilitating effective team collaboration and ensuring consistent stakeholder engagement throughout project lifecycles.
- Leveraged customer feedback to shape strategic UX decisions, aligning project plans with evolving user needs and market trends.
User Experience Operations and Recruiting
EBSCO Information Services
01.2015 - 09.2019
- Enabled the User Experience team to drive consistent, personalized studies ensuring a successful outcome.
- Integrated personas and analytics to support business decisions.
- Curated high-quality diverse participant samples enhancing ethnographic studies and contextual inquiries.
- Developed and managed a strategic recruiting database, optimizing participant selection for national and international UX studies.
- Empowered UX team by anticipating recruitment needs and securing participants for core product development, ensuring consistent studies. Organized qualitative research, driving informed business decisions and user insights.
- Fostered partnerships for comprehensive accessibility testing and usability studies.
Education
Bachelor of Science - Social Science, Paralegal Certificate
Suffolk University
Skills
- Critical thinking and problem solving
- Ability to Work in a Team
- Leadership Skills
- Communication Skills
- Creative Problem Solving
- Process Improvement
- Strategic Execution
- Stakeholder Management
- Project Management
- Team building and motivation
- Operational excellence
- Data-driven decision making
- Process improvement expertise
Certification
- AI Certification, Salesforce Sep 2024
- Project Management Certification, Coursera Jul 2024
- Coursework for Artificial Intelligence Feb 2024
- Advanced Scrum Training Mar 2022
- Lean Portfolio Management 5.1 Jun 2022
- Certified SAFe 5 Practitioner Mar 2020
- Project Management Essentials Certification (PMC) Apr 2020
- SCRUM Master Training & Certification (CSM) Mar 2020
Timeline
Business Process Lead XD
Salesforce
01.2025 - Current
Salesforce Fellow
Salesforce
05.2024 - 01.2025
Agile Coach | Scrum Master (CSM) | SAFe 5.1
CVS Health Company
11.2022 - 10.2023
Digital Design Agile Coach | Lean Portfolio Management (LPM) | SCRUM Master (CSM)
CVS Health Company
11.2020 - 11.2022
User Experience Product Owner | SCRUM Master (CSM)
EBSCO Information Services
09.2019 - 10.2020
User Experience Operations and Recruiting
EBSCO Information Services
01.2015 - 09.2019
Bachelor of Science - Social Science, Paralegal Certificate
Suffolk University
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