ABOUT
My Experience
I am an accomplished user experience researcher with a proven record of delivering impactful insights that drive product development and design. Passionate about understanding users, I excel in leading and managing research projects from inception through completion. With strong communication and collaboration skills, I effectively present findings and actionable recommendations to cross-functional teams, fostering alignment and informed decision-making.
SKILLS
Areas of Expertise
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User-Centered Research
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Survey Design and Analysis
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Data Analysis and Synthesis
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Usability Testing and Heuristic Evaluation
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Persona Development and Journey Mapping
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Wireframing and Prototyping
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Behavioral Analysis and Contextual Inquiry
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Stakeholder Engagement and Communication
February 2018 – Present
Lead UX Researcher / Willis Towers Watson
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Spearheads in-depth qualitative and quantitative user research initiatives, generating actionable insights that have driven website and app enhancements, resulting in a substantial increase in customer satisfaction from 62% in 2020 to 77% in 2024.
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Mentors and guides team members in user research best practices, fostering a user-centered design culture and enhancing the research capabilities across the Benefits Accounts group.
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Conducts rigorous analysis of survey and interview data, delivering strategic recommendations that align product features with user needs, business goals, and market trends.
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Collaborates closely with cross-functional teams, including product managers, designers, and developers, to ensure user insights are integrated into the product development process, enhancing overall user experience.
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Engages with stakeholders to present research findings and strategic recommendations, directly influencing product roadmaps and aligning user-centered solutions with business objectives.
March 2014 – February 2016
Product Experience Researcher / British American Tobacco
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Conducted in-depth consumer insights research, including focus groups, to gather data on preferences and behaviors, contributing to a notable increase in market share.
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Led sensory evaluations and user testing sessions, assessing product performance and providing actionable feedback to enhance consumer satisfaction.
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Regularly analyzed sales data and reported on market share trends, benchmarking our performance against competitors to inform strategic decisions.
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Collaborated cross-functionally with product development, marketing, and regulatory teams to integrate consumer insights into product design and strategy.
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Presented findings through detailed reports and presentations, supporting stakeholders with data-driven recommendations that drove product improvements and market positioning.
October 2010 – March 2014
Insights Analyst / Auckland Transport
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Conducted in-depth data analysis to identify trends in transportation usage and customer behavior, providing actionable insights that supported service improvements and strategic initiatives.
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Led process improvements for the Travelwise program, enhancing data collection and reporting workflows to improve road safety and promote sustainable travel among school communities.
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Designed and implemented research to measure the impact of road safety campaigns, including a “buckle up” seatbelt initiative, assessing changes in public awareness and compliance.
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Conducted research to establish new bus routes across Auckland, contributing to improved public transport efficiency and commuter satisfaction.
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Developed user-centered reports and dashboards, effectively communicating findings to stakeholders and supporting data-driven decision-making.
July 2010 – May 2014
Research Project Manager / Kantar
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Managed high-impact research projects for major clients, including Coca-Cola and the New Zealand Rugby Union, ensuring objectives were met through precise data analysis and actionable insights.
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Directed comprehensive project planning, handling budgets, timelines, and resource allocation, resulting in optimized project budgets and increased cost efficiency.
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Collaborated with research teams to design studies tailored to client objectives, overseeing data collection, analysis, and reporting to deliver relevant and impactful insights.
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Secured repeat engagements with high-profile clients by consistently delivering high-quality insights and strategic recommendations, leading to a notable increase in repeat business.
WORK EXPERIENCE
EDUCATION
Master of Business Administration
University of New Hampshire, Durham, NH / Ongoing
Bachelor of Commerce in Marketing Management
University of Otago, Dunedin, New Zealand / Graduated: 2007
CERTIFICATIONS
Certificate in Psychology (Yale University) - Ongoing
Certificate in User Experience Research (MeasuringU)
UX Design Certificate (Google)
Google Analytics Certificate (Google)
User Experience Design Immersive (General Assembly)
Digital Marketing Certificate (New Zealand Marketing Association)
Connecting with Retirees: Insights for Meaningful Engagement
Exploring retiree lifestyles, interests, and habits to inform strategies making Via Benefits' offerings more engaging and relevant.
PROJECTS
LET'S WORK TOGETHER
psadden@gmail.com