Improve process and purchasing experiences for authors and administrators while partnering with Product and Technology to advance business objectives.
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Created and designed a volume-based upsell offer with a 14% acceptance rate that has increased average order sales by 9% in order to address aggressive annual revenue goals.
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Reduced errant user submissions by 70% with a solution prepared by a 3-day process of designing and rapid prototyping.
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Researched digital natives’ educational and recreational use of digital learning technologies to present findings and recommendations to strategic internal partners and global librarian community. Watch Designing Meaningful Experiences for Digital Natives

Redesigned booking configuration and completion processes.
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Gathered feedback from customers, sales, support, and customer success to inform the product roadmap while collaborating with the Product Owner.
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Analyzed the product market to uncover competitive advantages and strategic solutions.

Researched, designed, tested, delivered, documented, and supported mobile and web applications for a global audience within agile development/operations team.
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Served as product owner to prioritize rapidly changing work while facilitating the timely release of Tier 0 services and C-suite  initiatives.
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Ensured successful outcome of high-priority  initiatives, special projects, repeatable processes, and university-wide stakeholder collaboration.
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Reduced security-related costs by $100,000 by changing established user behaviors through communications, education, and redesigned products.
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Developed long-term strategies for seamless account lifecycles in collaboration with admissions, student, and alumni services.

Designed onboarding process for university-wide security initiative to require two-factor authentication.

Collaborated with internal and external stakeholders to build consensus around communications, documentation, and implementation
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Led visual refreshes of IU’s login and account creation services as well as several high-visibility applications.

Created, designed, and developed information systems to generate data collection and analyze recruiting event outcomes for top-ranked graduate program.

Acted as liaison between digital agency and students, staff, and directors to captain program website redesign.