UX Researcher driving strategic product decisions through customer insight.
Over the past year, I have helped evolve UX Research at PC Financial from tactical usability support into a strategic capability — influencing product direction, customer understanding, and organizational decision-making.
In my first year as the first UX Researcher in the role, I established foundational UX research operations, shaped strategic product direction, operationalized customer insight systems, and drove measurable product outcomes across Acquisition & Onboarding, Core Banking & Risk, and Engagement & Self-Service pods.
Aligning Product, Design, and Marketing around shared customer truth.
Translating behavioural data into executive narratives that drive decisions.
Embedding research into roadmap, IA, and communications planning.
Framing fuzzy organizational questions into testable, measurable hypotheses.
Connecting friction, confidence, and trust to product mechanics.
Designing the systems that scale research — panel, payments, governance.
Converting customer understanding into business and roadmap commitments.
Coaching emerging researchers in operations, methods, and strategic framing.
Transforming a high-friction financial experience into a clearer, more confident, and measurable customer journey.
Introduced more measurable, evidence-based UX decision-making.
Increased organizational confidence in UX Research as a strategic input.
Improved customer-centered decision-making across cross-functional partners.
Connected observed customer behaviour directly to product strategy.
Influenced roadmap, prioritization, and implementation direction.
Scaling customer insight operations to accelerate decision-making and reduce operational costs.
“During EQB communication validation, the team had concerns around customer comprehension and reaction. Using the internal panel, research was launched immediately and actionable feedback was delivered within 24 hours — enabling the team to move forward with confidence and reduced uncertainty.
While significantly reducing operational costs, the internal panel also enabled faster turnaround times, access to verified PC Financial customers, and more agile strategic validation.
The internal panel transformed UX Research into a faster and more scalable strategic capability embedded within product decision-making.
Evolving UX Research into a more embedded strategic capability across Digital.
The scope, ownership, and organizational impact of my work has evolved significantly over the past year. Through measurable product impact, operational leadership, and strategic influence, I believe my current contribution aligns with Lead-level expectations.