User Experience Customer

NEIL GRUNSTEIN

Cincinnati, Ohio, US ****.*********@*****.*** 973-***-**** https://www.linkedin.com/in/neilgrunstein/ htttp://www.neilgrunstein.com

SUMMARY

A User Experience professional with 15+ years of experience, specializing in crafting customer-centric strategies that enhance satisfaction and retention. Proficient in data-driven analysis, user research, and delivering exceptional customer experiences.

WORK EXPERIENCE

Director Customer Experience

United Methodist Communications September 2020 - January 2025 US, Ohio, Cincinnati

• Spearheaded customer experiences initiatives aligned with organizational goals, ensuring superior interactions at every touchpoint.

• Leveraged data, analytics, and customer insights for personalized strategies, achieving a 95% customer retention rate.

• Collaborated with cross-functional product leadership teams cultivating a customer-centric culture leading to a consistent 98% customer rating.

• Implemented feedback tools and integrated surveys and analytics, resulting in a 10% increase in service ratings and 45% quicker complaint resolution.

• Innovated feedback process and programs to meet customer needs and enhance the customer experience.

Manager User Experience

SurePoint Technologies August 2019 – July 2020, Ohio, Cincinnati

• Led a multidisciplinary team in designing intuitive Legal Management Software digital solutions.

• Implemented an evidence-based UX strategy, unified user research, leading to a 26% increase in mobile app downloads and an 89% customer satisfaction score.

• Conducted user groups and presentations, collecting feedback and fostering dynamic customer experiences.

• Championed user-centered design processes and adhered to digital accessibility standards.

User Experience Researcher

Kroger Technology November 2018 - July 2019, US, Ohio, Cincinnati

• Utilized data analysis, ethnographic research, user testing, and heuristic reviews to boost satisfaction and streamline processes.

• Developed personas, journey maps, and user flows to understand the target demography and behavior tracking.

• Executed study plans, administered surveys, and conducted usability tests.

Director of User Experience

Mindtree February 2017 - July 2018, US, FL, Gainesville

• Led a team of UX designers responsible enterprise legacy modernization driving end-to-end experiences.

• Achieved 95% user acceptance and satisfaction rates, streamlining user efforts.

• Executed the design and delivery of enterprise legacy modernization projects, including user experience discovery and research, user flows, conceptual models, user interface design, and rapid prototyping.

• Drove product development process methodologies, including Waterfall, Agile SAFE, and Lean, Scrum.

Lead UX Architect

Macys February 2016 - January 2017, US, OH, Lorain

• Led UX best practices for in-store products and services, unifying and simplifying user experiences resulting in a 20% increase in customer satisfaction.

• Conducted journey mapping user testing sessions and delivered high fidelity wireframes and interactive prototypes.

• Collaborating with various departments and shifted the company UX maturity culture towards Agile methodology.

Senior UX Designer

KeyBank February 2015 - January 2016, US, OH, Cleveland

• Developed wireframes, prototypes, and workflows for a range of KeyBank products.

• Translated user stories and research into detailed experience maps and UI specifications.

• Improved user engagement by 25%, and reduced churn rate by 10%.

UI/UX Designer

Medical Mutual February 2012 - January 2015, US, OH, Cleveland

• Developed wireframes, prototypes, and strategic plans to enhance health insurance platform stability.

• Utilized user feedback and A/B testing for design iteration.

• Developed more than 50 UI components, style guides, and ensured design responsiveness.

EDUCATION

Web Design Certification Diploma

John Bryce Tel Aviv, Israel 2000

Graphic Designer Visual Arts Diploma

Open University Jerusalem 1999

ADDITIONAL PORTFOLIO WORKS

• Customer Journey Map/Process Flows

https://publuu.com/flip-book/747851/1669409

• Sisense Dashboard UI Design

https://publuu.com/flip-book/747851/1658130

• SurePoint Mobile Time App

https://publuu.com/flip-book/747851/1658111

• SurePoint Mobile Expense App

https://publuu.com/flip-book/747851/1658115

• Kroger Store Walk App 1.0

https://publuu.com/flip-book/747851/1658057

• Kroger Store Walk App 2.0

https://publuu.com/flip-book/747851/1658075

• Keybank HelloWallet Platform

https://publuu.com/flip-book/747851/1658096

• Kroger UI Pattern Design Library

https://publuu.com/flip-book/747851/1658102

• Kroger Store Walk Admin Platform

https://publuu.com/flip-book/747851/1658086

• UMC My Portal

https://publuu.com/flip-book/747851/1658138

• UMC Find A Church Update

https://publuu.com/flip-book/747851/1658284

• UMC Find A Church 2.0 Sitecore Website

https://publuu.com/flip-book/747851/1658289

• UMC My Portal International Map

https://publuu.com/flip-book/747851/1658152

Salesforce My Portal App

https://publuu.com/flip-book/747851/1658298

ACHIEVEMENT

World Wide Web Awards

Association of Website Design Professionals Awarded 2006 gold award for best website design project.

SKILLS

• UX/UI Tools: Figma, Sketch, Invision, Axure RP, Proto.io, Photoshop, Illustrator, XD, InDesign, Balsamiq, Visio, Axure RP, Mural

• UI Development: HTML5, CSS3, JavaScript, Sublime Text 2, Brackets., IRise.

• UX Research: Optimal Workshop, User Testing, User Zoom, Userlytics, Survey Monkey, Qualtrics

• Platforms: PEGA CRM, Salesforce, Sitecore, Marketo

• Project Management: JIRA Confluence, Trello, Microsoft Azure, Miro Boards.

• Mobile: Android, iOS, (Native & Hybrid.)

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