Omaha Metropolitan Area
Experienced Insights Analyst with a demonstrated history of working in the information technology and services industry. Skilled in Market Research, Customer Experience, Business Development, Marketing Strategy, and Qualtrics. Strong research professional with a Master of Science Degree in Economics from the University of Nebraska. Proficient at leading and managing multiple projects while working in a fast-paced, ever-changing environment. Superior communication and interpersonal skills with the natural ability to lead and cultivate change within any organization.
• Manage and execute the Voice of the Customer (VoC) program, expanding the scope each year, collaborating with all business verticals and regions across the globe adapting the program to their unique customer base. • Analyze data generating actionable insights and recommendations, present research findings to business verticals and all levels of the organization, ranging from executives and senior leadership to sales using both PowerPoint and Dashboards to tell the story. • Design and implement surveys that capture a customer’s experience at moments of truth across the customer journey and track customer perception of the experience. • Serve as subject matter expert for survey development and execution for TransUnion’s global business customers. • Improve consumer experience by collaborating, engaging and influencing business and customer experience improvement initiatives addressing challenges and pain points. • Support ad hoc requests from business stakeholders, optimizing available data sets to leverage answers to additional questions. • Create and maintain documentation of processes and procedures for continuous transfer of knowledge and expertise within team. Process orientated with excellent attention to detail.
Promoted to Senior Market Research Analyst in April 2017. • Managed and executed the annual Customer Experience Survey. Lead Market Researcher for the Customer Experience Committee and Voice of Customer workstream, providing both industry best practices and analytical support for all activities. • Designed and implemented research proposals outlining specific methods, deliverables, time frames, and resources for outsourced and in-house research studies. Managed vendor relationships and worked extensively with research and analyst firms on research initiatives including the Global Payments Insights Series, Brand Awareness, Market Sizing and Market Scan. • Subject matter expert in survey methodology, composing questionnaires, conducting surveys and analyzing results providing actionable insights to stakeholders.
Promoted from Research Analyst to Senior Economic Analyst in September 2013. • Collected, analyzed and interpreted economic, industry and demographic data primarily for Economic Development, members, business community and the general public. • Completed more than 60 research requests per month typically within a 24-hour turnaround. • Researched and wrote reports on target industry sectors. Monitored and updated demographic and economic databases. • Managed monthly Greater Omaha Indicators newsletter by compiling 142 data points from 29 different sources. Wrote and edited articles, formatted and distributed electronically to more than 300 individuals. • Collected 57 data points from multiple retail establishments quarterly for submission to the National Cost of Living Index.
• Responsible for the collection and analysis of data and research in support of University faculty members’ needs. • Graded coursework for multiple professors and assisted in preparation of course materials. Managed several online courses and served as the point of contact for students, responsible for resolving any technical difficulties. • Planned and organized department’s annual awards banquet.