Management Development
Resume:
Scott Santos
Darien, CT *****
*********@*****.***
Executive level user experience professional with additional organizational
behavior and consulting background. Over 15 years of user experience,
consulting and agency expertise, including organizational strategy,
interactive marketing, usability, user research, and experience design.
Proficiency in designing, managing, and executing large-scale interactive
and software development projects. Management experience in a strategic
consulting, marketing, e-services and software development environment.
Strong User Experience leadership skills.
Work Experience
Managing Director/Senior Consultant, User Experience Logical
Design Solutions, Florham Park, NJ
1/2009 - present
LDS is a management consultancy that applies strategic insight grounded in
a people-centric philosophy to engineer intelligent, industry-leading
Enterprise Portal solutions for Fortune 500 companies and within the
Federal government. As Managing Director of UX, responsibilities and
accomplishments include:
. Set direction and strategy for User Experience discipline, defining
the growth trajectory of the team within a "5 year plan." Set
objectives, success metrics and processes for achievement and ensure
tracking to those stated objectives.
. Led client engagements and developed design strategies for the
following clients: The U.S. Department of the Treasury, Valero Energy
Corporation, American Airlines, Exelon Energy, The Coca-Cola Company
and Schneider National.
. Developed a flexible, repeatable and economical UCD methodology for
the UX practice that ensures proper engagement and outcomes across all
phases of the development lifecycle - Strategy though implementation
and "day-2" activities.
. Have produced a defined set of protocols, processes, activities,
artifacts and deliverables for the UX practice. Provided integration
strategy and execution for the above to enable seamless inclusion into
the LDS approach and have actively ensured the adoption of UX project-
by-project.
. Responsible for all management duties associated with the designation
of Practice Lead which includes performance management, career
development, conflict management, project oversight, resource
allocation, client management, methodology adoption and realization
management.
. Developed client-specific protocols and deliverables including UX
strategy, research and testing frameworks, research and testing
analysis and results, design concepts, wireframes, sitemaps,
specifications and content analysis.
. Maintain a 90% utilization rate while actively managing the User
Experience discipline and participating in Sales and Marketing cycles
and operational planning for the organization.
. Responsible for all UX related thought capital and intellectual
property generated by the company.
. Work closely with Business Development to ensure alignment of
Statements of Work with UX methodology.
Vice President, User Experience Thomson Reuters, New York, NY
1/2005 - 1/2009
Thomson Reuters is a global leader in providing essential electronic
workflow solutions to all segments of the financial services industry.
As Vice President of User Experience & Usability, responsibilities
included defining and implementing user experience strategy across all
platforms, ensuring optimal usability, consistency and innovation within
suite of products, developing user-centered processes that are adhered to
throughout software development lifecycle, defining interaction, visual
and graphic design standards, and growing a UX discipline by 400% in under
4 years.
. Created internal design consistency process via .css and comprehensive
Style Guide. Worked with development and architecture teams to
ensure proper transition, governance and adherence.
. Responsible for the overall design, workflow and functionality
definition of all released products. Created specification
documentation and design process that has ensured alignment between
customer requirements, design and developed product.
. Redesigned Investment Management desktop product to more closely
represent the business and user needs of IM clients. Proposed,
prepared and executed usability testing on the production-ready
product. Integrated usability results into subsequent designs.
Defined and executed mobile application strategy for IM product on
Blackberry platform
. Redesigned and upgraded Investment Banking web-based product with an
emphasis on the redefinition of the information architecture of the
application. Engaged users in front-end research such as card sorting
and concept testing. Summarized results and defined a strategy
whereby the finished product echoed the sum total of user needs.
. Created a Design R&D function focused on researching and leveraging
trends in technology, business, and user behavior for implementation
into future products.
. Developed an integrated user research process whereby internal and
external constituencies provided structured feedback that is
systematically integrated into the product development cycle. Specific
methodologies included: card sorting, contextual inquiry, structured
interviews, observation, usability labs and concept testing.
. Led proof of concept initiative to determine technical/design
feasibility of Microsoft's WPF and associated environments and tools.
Resulted in the adoption of WPF as a standard for ongoing and highly
interactive products.
. Responsible for the day to day leadership of a team of 20 Interaction
Designers, Visual Designers and Front-End Technologists. Responsible
for performance management, resource allocation, strategic
communication and all decision making regarding the design, IA and
functionality of suite of products.
. Provided senior leadership with documentation and presentations
regarding User Experience strategy, vendor selection, resource
allocation, business cases and design direction.
Vice President, Director of Interactive Strategy Wunderman, New
York, NY
2/2003 - 11/2004
Leader of Wunderman's NYC interactive strategy practice comprised of 9
direct reports. Responsibilities span business development through
execution. In addition to providing strategic direction on the
development of interactive marketing programs, also direct related efforts
in research and analytics, user research, information architecture,
consumer insights and industry trend research. Work closely with
Promotions, Database, Customer Dialog, Account and Creative functions to
ensure integrated solutions. Regularly interact with and present strategy
deliverables to senior client partners. As leader of the practice,
developed streamlined, cohesive and proprietary strategy process that has
been applied across clients and marketing/business issues.
Director, Experience Engineering Wunderman, New York, NY
6/2002 - 2/2003
Led the User Experience discipline within Interactive Department of
prominent Direct Marketing agency. Developed full-scale customer experience
assessment methodology that has been the foundation of the majority of
client engagements. Developed innovative, cross-channel solutions for
clients such as Citibank, AT&T, Pfizer, Roche, IBM and AICPA. Managed a
team of 1 Information Architect.
Contractor Modem Media, Norwalk, CT
4/2002 - 6/2002
Lead Information Architect for major financial institution site redesign.
Gathered requirements from internal stakeholders and performed competitive
and customer-centered research. Participated in the synthesis and
presentation of research data to key client team members. Responsible for
the development of personas, scenarios, task analyses, content audit, site
maps, wireframes and functional specification documentation. Developed
usability testing protocol for high and low fidelity prototypes.
Responsible for implementing a marketing curriculum based site structure
and navigation.
Contractor Reach Media, New York, NY
1/2002 - 4/2002
Lead Information Architect for site redesign effort. Responsibilities
included: development of additional site content, pages, navigation, and
functionality. Worked with client representatives and internal team to
define site requirements, their proper organization and placement within
the existing site and ensure consistent design. Developed Statement of
Work, Requirements and Functional Specifications documentation. Also
responsible for Quality Assurance planning and testing for additions to the
site.
Contractor Ernst & Young, New York, NY
2/2002 - 3/2002
Held primary information architecture duties for project with a major
office supplies retailer. Developed site and content strategy, planned
and implemented focus groups for the testing of brand concepts and
categorization of products. Responsible for all information architecture
documentation and consulting.
Contractor SBi, New York, NY
12/2001 - 2/2002
Developed usability protocol for major global telecommunications company.
Executed one-on-one usability testing with targeted audience sample,
compiled and presented results to client. Engaged in site Quality
Assurance testing for Flash enabled section of client site.
Director, Information Architecture SBi, New York, NY
6/2001 - 12/2001
Managed Information Architecture team for East Coast office of mid-sized
technology consulting firm. Responsibilities included managing client
engagements, developing company-wide best practices and knowledge sharing,
business development activities and performance management. Lead IA for
client engagement with major global telecommunications company.
Accomplishments included the creation of a customer experience strategy
for U.S. site launch, full site content strategy and development, vision
and requirements documentation, site map, content specifications, and
creative specifications documents. Engaged in onsite consultation with
Japanese client including executive interviews, collaboration with third-
party vendors, and technical and content strategy development.
Responsible for all business development activities related to Information
Architecture. Developed resource and project plans, budget parameters,
and assist in the creation of Statements of Work. Created and
implemented IA methodologies company-wide including site audit processes,
usability testing methodology, and streamlined specifications procedures,
the result of which combined Design and Information Architecture
deliverables into one document, reducing the time to delivery of
specifications significantly.
Senior Information Architect marchFIRST, New York, NY
8/2000 - 6/2001
Lead Information Architect on projects involving a large, high-end
retailer, a global financial services organization, and publishing
organization. Worked with client executives to define website structure,
functionality and relevance with respect to user requirements and e-
commerce capabilities. Developed site maps, functional specifications and
workflow diagrams in collaboration with internal (project management,
technology and design) and external (client and third party vendors) team
members. Responsible for translating findings and deliverables in client-
based meetings. Ensured consistency between client strategic requirements
and end-user requirements throughout entire site. Acted as primary client
contact on all Information Architecture (IA) issues. Worked closely with
internal technologists and third-party Content Management System vendors to
ensure full functionality of site features for both front and back ends.
Responsible for internal IA practice. Duties included working with company-
wide departments to develop a consistent IA process and methodology,
including the integration of change management principles to e-services
consulting; resource allocation across projects; Information Architecture
lead responsibilities for multiple projects; and development of IA team
strategy.
Information Architect marchFIRST, New York,
NY
12/1999 - 8/2000
Managed Information Architecture process for a Fortune 100 Insurance
concern and dot.com career management site. Acted as lead architect on
projects, managing an internal team of one Information Architect and two
Business Analysts. Worked with executive-level stakeholders within client
organization to help determine an appropriate e-business model.
Translated strategic vision, business requirements and user needs into
structural and functional requirements for a complex, web-based interface.
Responsibilities included defining site functionality, navigation and
interaction; distilling focus group and usability test results into a
coherent and comprehensive site blueprint; maintaining a close
relationship among site functionality, site design and technical
requirements; delivering relevant materials within time sensitive
deadlines and within budget. Deliverables included functional
requirements, use case documentation, business rules and functional
specifications.
Research Manager Mercer Delta Consulting, New
York, NY
1/1999 - 12/1999
Managed $1M Research operational budget which included expense tracking and
yearly budget determination. Responsible for ongoing research metrics
process and establishing and maintaining all vendor relationships.
Developed metrics to monitor vendor relationships and provide clients with
best outsourcing options. Managed four employees within Research team.
Management responsibilities included performance management, goal setting,
training and career development, informal feedback and coaching, formal
evaluation and rewards and conflict resolution. Duties also included the
recruitment, selection and retention of all Research personnel.
Maintained at least a 50% client utilization rate while performing duties
outlined above and below.
Research Associate Delta Consulting Group,
New York, NY
2/1997 - 1/1999
Responsible for survey design, development, administration, analysis and
feedback in multiple client environments. Regularly engaged in
benchmarking studies and company, industry and competitor research using
multiple electronic resources. Developed and presented research summaries
and studies to clients. Project management responsibilities in the
following practice areas: executive selection, succession planning and
competency development; corporate governance; and validation of client
based surveys. Other accomplishments included the development and
administration of Internet training firm-wide; development and
administration of electronic information access training within the
Research team; assisting in the creation and deployment of internal
feedback systems; the recruitment, selection and management of an
Information Specialist; and the development of a process for all internal
and external information needs.
Research Consultant MetLife, New York, NY
6/1995 - 2/1997
Internal consultant for Corporate Human Resources function.
Responsibilities included development, administration, analysis, and
feedback of corporate-wide employee opinion survey; analysis of selection
issues such as adverse impact; and the creation of a competencies-based
360o feedback system. Internal collaborator for enterprise-wide
reengineering initiative with responsibilities that included developing
criteria for the consolidation of nationwide offices; working with
external consultant (ODR, Inc.) to implement a change management strategy
within the reengineering effort; and developing a new performance
management system.
Internal Consultant IBM, White Plains, NY
11/1993 - 9/1994
Managed database for nationwide customer satisfaction survey; analyzed data
using SPSS for Windows software; presented results to department
personnel; and developed standardized procedures for analysis of survey
data. Consultant for organizational change management initiative within a
specific IBM Trading Area. Responsibilities included ongoing assessment
and recommendations for work process redesign project; development of a
survey to capture employee impressions, satisfaction, etc. with movement
from traditional office to mobile workplace (laptops, cellular phones, LAN
system); analysis of completed surveys; presentation of results to IBM
representatives; and follow up survey development and administration.
Education
Columbia University, New York, NY
Ph.D. Organizational Psychology (ABD)
San Diego State University, San Diego, CA
M.S. Industrial/Organizational Psychology (incomplete)
University of Connecticut, Storrs, CT
B.A. Psychology
Portfolio
https://docs.google.com/leaf?id=0BwPDfzyhkq4mNWQxODYwZjktZjNiMi00YTI5LTliNjE
tYzhiYjE0YTYzMGJm&hl=en
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