SUMMARY

With my team, I had the opportunity to lead this cross-functional work stream across User Experience, Product Management, Engineering, Data Science, Marketing, Sales, and Customer Care teams. Our goal was to identify key opportunities for improving GoToMeeting conversion and early life retention, while decreasing customer care calls and improving the end-to-end experience. We worked collaboratively to analyze the customer journey and funnel, and triangulate between cross-organizational data sources. Ultimately we identified and launched several improvements to the experience, resulting in positive impact to business metrics.

ROLE

Sr. User Experience Manager
Design Leadership & Strategy