Business Analyst

• Led an enterprise-wide initiative to analyze and optimize IT support channels across 5 markets, beginning with in-depth user journey mapping sessions with stakeholders to analyze and identify critical inefficiencies and identify pain points and opportunities for enhancements.
• Managed the end-to-end API integration of key enterprise platforms including Azure, Snowflake, Epicor, Wherefour, and Power BI, ensuring seamless data connectivity and strict SOX/Legal compliance across all operational business units and markets.
• Developed and implemented a detailed IT Support Standard Operating Procedure (SOP) supported by both digital and physical signage, step-by-step guides & documentation, and clear escalation policies, significantly streamlining the support process and resulting in a 80% reduction in tickets being sent to the wrong team.
• Managed enterprise-level digital initiatives across multiple business units and markets, ensuring strategic alignment between business goals and technical delivery, enabling solutions that meet the diverse needs of stakeholders across the organization.
• Analyzed internal support requests from executives, admins and on-site staff to better understand incident reports and support requests, including implementing an advanced knowledge-base solution in ZenDesk that allows for employee self-servicing, cutting overall support tickets submitted in half.
• Led requirements gathering sessions with executive stakeholders to develop and deliver customized Power BI applications, dashboards, and reports, ensuring visualizations and analytics aligned precisely with executive business insights and decision-making requirements.

Business Systems Analyst

• Worked with Ford stakeholders & cross-functional teams to gather business, technical, & functional requirements, create user stories, acceptance criteria, and flow diagrams in Azure DevOps.
• Conducted A/B Tests for Ford stakeholders to better understand which web content best drives conversions, leading to the implementation of a new registration process that increased lead form submissions by 15%.
• Partnered with admins and on-site staff to analyze product issues and support requests, implementing a streamlined process for issue tracking, which reduced response turnaround time from 5 days to 24 hours.
• Served as both Product Owner and Scrum Lead, managing product backlogs, epics, and features. Lead agile ceremonies such as daily stand-ups, sprint planning, burn down analysis, and retrospectives to minimize churn, improve quality, and deliver projects efficiently with cross-functional teams in multiple countries.
• Oversaw project integration of various web technologies & digital tools, integrating with platforms such as Google Analytics, AWS, Shopify, Mailchimp, Mandrill, FileMaker, and Tableau while ensuring compliance with Legal & Ford data policies.
• Collaborated with design teams to ensure products are accessible, meeting WCAG standards and aligning with Ford’s accessibility guidelines.
• Wrote and organized User Acceptance and Quality Assurance Testing, ensuring all changes addressed the needs of stakeholders and align with Ford's Definition of Done.

Course Assistant

• Collaborated with Graduate Student Instructors, Course Assistants, and Professors to standardize grading criteria and teaching methodologies for a 250-student Needs Assessment & Usability Evaluation course.
• Ensured a consistent and high-quality learning experience by incorporating continuous student, professor, and course assistant feedback throughout the course.
• Graded, reviewed, and provided feedback on a variety of UI/UX assignments, including: Personas and Scenarios, Competitive Analysis, Field Studies, Surveys, Interviews, Data Analysis, Heuristic Evaluations, Usability Testing, Journey Maps, and more.

Business Systems Analyst

• Streamlined Ford product page updates in Adobe Experience Cloud, accelerating the deployment of personalized content from 15 days down to within three days following new product announcements.
• Managed targeted email campaigns for Product Owners, leveraging customer history and data analytics in Adobe Experience Manager, resulting in a 25% increase in click-through rates and a 10% uplift in associated revenue.
• Facilitated journey mapping sessions in Figma with strategists to enhance the dealer management system (DMS) by understanding user needs and third-party touchpoints, reducing digital support requests by 30%.
• Gathered business requirements and created and prioritized user stories, acceptance criteria, and functional specs in Jira, enabling developers to enhance web platforms efficiently on behalf of client leadership.
• Actively participated in Agile ceremonies, including daily stand-ups and retrospectives, improving delivery efficiency and reducing churn.
• Partnered with Product Owners, SMEs, and cross-functional teams to implement personalized digital experiences using Adobe Analytics and Adobe Target.
• Planned User Acceptance and Quality Assurance Testing efforts to ensure targeted web and email campaigns met business and user needs.

Product Manager

• Spearheaded the design, implementation, testing, and training of a highly intuitive and mobile-friendly preordering app, leveraging a user-centered methods to gather insights as I iterated.
• Engaged with administrators, farmers, and buyers through Journey Mapping and Participatory Design sessions to understand the existing pre-order process and discover what existing pain points create the biggest problems for users.
• Wrote functional and technical requirements for a new pre-order process, addressing pain points and improving the process for all stakeholders, including administrators, farmers, and buyers.
• Prototyped, designed, and developed a new mobile-friendly pre-order app in Figma & Glide, creating a more user friendly experience that propelled preorder sales to over 200% year over year.
• Created & trained users on a Standard Operating Procedures (SOP) and documentation for administrators, farmers, and buyers for the new CRM platform, cutting onboarding time for new users in half.

Business Systems Analyst

• Lead discovery sessions with enterprise users and analyzed support requests to develop requirements specifications and acceptance criteria for new software features and functionality for Accounting CS's upcoming agile sprints.
• Managed User Acceptance Testing and Quality Assurance Testing Plans with stakeholders to ensure our software met the business requirements and were free of bugs.
• Wrote and executed SQL scripts to perform advanced data analysis, delivering data-driven insights to both the business and users, which drove key business decisions & helped optimize internal processes.

Master of Science in Information

at the University of Michigan

I majored in User Experience Research and Design, partnering with clients to conduct human-centered design research, including journey maps, diary studies, wireframing, prototyping, surveys, A/B testing, participatory design, usability testing, thematic analysis, focus groups, and interviews.

In my Mobile Innovation Development class, I led the development of the Lil Library mobile app from initial concept to reality, creating an mobile application in Java using Android Studio.