I am an experienced leader with a passion for building effective and innovative teams. I am an experienced Team Leader, Social Media Listening Expert, Experience Designer, and Public Speaker.
I have had the opportunity to build and lead two global social media listening and intelligence teams. These teams provided real-time reputation monitoring and deep insights such as pre- campaign content insights and competitive benchmarking.
My social media listening career began as an extension of my UX research and design career. I was tasked with finding new ways to develop an understanding of our customers and users. I have used UX and design thinking techniques including field studies, personas, customer journey mapping, wireframes, usability testing, low fidelity and interactive prototypes. I have created multi-platform user interface guidelines for several organizations.
If I had a superpower, it would be finding things. For example, when building teams, I have had great success using LinkedIn to find great team members. In social listening, I am able to build boolean queries to find useful conversations while filtering out conversations that aren’t relevant.
StrengthsFinder: Strategic, Ideation, Input, Intellection, and Learner
Experienced Social Media Insights Leader
I have had the opportunity to build and lead two global social media listening and intelligence teams; at Symantec and UnitedHealth Group. These teams provided real-time reputation monitoring and deep insights such as pre-campaign content insights, audience insights, and competitive benchmarking. I have had the opportunity to recruit, train, and mentor teams with up to 12 team members. I provided strategic direction, facilitated goal setting through OGST (objectives, goals, strategies, and tactics) planning sessions, and provided project management for all key projects. At UnitedHealth Group, I identified the need for an improved social media listening tool, gathered requirements from key teams across the enterprise, and then led the RFP process used to select the right listening toolset.
I am an experienced leader with a passion for
Roles:
Associate Director Social Media Insights, UnitedHealth Group April 2016 – February 2019
Senior Manager Digital Marketing, Symantec, December 2013 – March 2016
Manager, Social Business Intelligence, Symantec, Aug 2013 – December 2013
Principal Digital Strategist, July 2011 – August 2013
Skills: social media listening, social media monitoring, social media insights, social media intelligence,
Tools: Brandwatch, Sprinklr, Sysomos, Radian6, Social Studio
Experienced UX Researcher and Designer
As a UX professional, I had the opportunity to do both user research and product design. I conducted field studies to understand users, identify usage requirements, and identify workflow issues. I created wireframes and interactive prototypes. Then, I iterated the design using feedback from usability testing. I created enterprise user interface guidelines for each organization where I have worked, enabling faster and more consistent design approaches. At one organization, I initiated and coordinated a human-centered design training program that enabled over 100 developers, business analysts, and others in to be trained in UX research and design techniques. My focus was creating enterprise-grade software applications.
Roles:
Principal Interaction Designer, Symantec, April 2003 – July 2011
Interaction Designer, Metavante/M&I Data Services 1995 – 2003
User Design Analyst, Great Plains Software 1993 – 1995
Human Factors Co-op, IBM 1992 – 1993
Skills: user interface guidelines, wireframes, low fidelity prototypes, usability testing, field studies, personas, design thinking
Experienced Public Speaker
SocialMedia.org Brands Only Summit 2016: How to Run a Social Media Listening Program
Emetrics Summit 2015: From Human Factors to Social Insights
SocialMedia.org Member Meeting SF 2015: Helping Customers in Social: Social Customer Care and Momentum Marketing
Dreamforce 14: B2B Social Media Basics and Video B2B Social Media Basics
UPA/UXPA 2012: Using Social Media to Improve User Experience and Video Using Social Media to Improve User Experience