Ux Researcher Customer Support

I bring ** years of experience in quantitative and qualitative research and project management leading to product growth and development. Specializations include digital security, financial compliance, and risk.

ROSS FLOM PH.D. ****.****@*****.***

UX Researcher Psychologist 801-***-****

EXPERIENCE

DIGICERT December 2021 – April 2023

UX Research Manager & Individual Contributor

Conducted 20+ end-to-end research projects while mentoring and managing 4 ICs. Collaboratively developed and standardized team research processes. Led all strategic research for two enterprise and mid-market PKI/digital security platforms. Created user-centric metrics for measuring the success of products pre-launch. Collaborated with executives in assessing the impact of UX research and created user-centric metrics for measuring the success of products pre-launch.

•Led all discovery and usability research for a product suite obligated to 155M ACV

•Increased UX visibility within product and engineering teams by creating monthly research forums and reports

•Increased research opportunities by 25% in developing collaborative relationships with sales and support teams

•Reduced customer support calls by 30% for a product by identifying and remediating issues of renewal/reissue

•Created research repository and maintained UXR sprints and backlogs

FLOM & LEE RESEARCH August 2019 – December 2021

UX Researcher

Launched and maintained a B2B research LLC providing product and UX research for an investment firm and a personal genomics organization.

•Designed and conducted exploratory and usability projects for a SEC compliance tool used by CIOs within investment and brokerage firms eliminating errors on Form ADV Part 1 and 2

•Designed and delivered research for a genealogical database used by 10,000+ individual and professional ancestry/family researchers

•Provided training and mentoring for two UX interns

ADOBE May 2019 – August 2019

UX Researcher (TEK Systems Contract)

My research (RCA) revealed why VPs of Marketing were not using specific features within Adobe Analytics. Recommendations led to a 30% increase in feature adoption and reduced churn by 24%.

•Led remote moderated and unmoderated user interviews using Usertesting.com and UserZoom

•Implemented remote RITE research

•Generated and implemented quantitative product benchmarks

•Improved team efficiency and productivity by creating standardized research processes

•Published 40+ scientific articles, 1 book, and managed day-to-day operations of 1.2 M NIH/NICHD grant

•Associate Editor for 5-years for two academic journals

•15+ years of organizing and managing teams of 10-15 researchers

EDUCATION

ACADEMIA

SOUTHERN UTAH UNIVERSITY July 2018 – December 2021

Professor of Psychology

NORTHERN STATE UNIVERSITY July 2017 – July 2018

Professor of Psychology & Department Chair

BRIGHAM YOUNG UNIVERSITY August 2001 – July 2017

Professor of Psychology & Neuroscience

UNIVERSITY OF MINNESOTA Ph.D. Developmental Psychology & Statistics minor

IDAHO STATE UNIVERSITY M. Ed. School Psychology

UNIVERSITY OF MINNESOTA B.S. Child Psychology

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