As the Senior UX Director for all consumer-facing digital products at Ebates, I built and mentored a team of 8 user experience designers. I established UX as a practice and built the first complete design system for all Ebates digital platforms with the UX team.
UX Director for Ebates iOS App
Working with the Creative and UX team members, I lead the establishment of a complete design system for web, apps and browser extensions. The design system for Ebates included Sketch libraries and interactive, web-based documentation with live code examples. I personally provided oversight and direct input into each component created for the system. Additionally, I lead the complete redesign of mobile apps and website.
Core components in Ebates Web Design System
Using tools such as Epsilon, Survey Monkey, Google Analaytics, and Tableau, I established personas which reflected both the current and aspirational audiences for Ebates.
Personas written for Ebates
I created and managed user research needs for Ebates, using tools such as UserTesting.com, Qualtrics Site Intercept, and Delighted. I trained UX design team in user research strategies.
Using the Delighted site survey tool, I collected the Net Promoter Score ratings for Ebates as well as Customer Satisfaction ratings with Qualtrics. During my time as UX director at Ebates, the company maintained an 80 NPS and 94% CSAT ratings.
Ebates maintained a glowing 80 NPS rating in December 2018
I created the process for integrating consumer journeys into product development lifecycle. Below is a worksheet the User Experience team could use to help vet opportunities with product managers.
Created Consumer Journey worksheet for new projects
