Tools & Methodologies

🧩 Experience Management Platforms:

Deep expertise in quantitative research using Qualtrics XM and Medallia. (survey design, dashboarding, TextiQ sentiment analysis, display logic, embedded data, sampling and statistical analysis). Regularly track CX metrics like NPS, CSAT, CES and builds custom dashboards for different KPIs.

📊 Survey & Analytics Methods

I specialize in qualitative research methods on both moderated and unmoderated usability testing, in-depth interviews, and open-text analysis to uncover user needs, pain points, and behaviors. Knowledgeable with testing tools (UserTesting, Validately, UserZoom) and wireframing/prototyping (Figma, Axure RP, Sketch, InVision, UXPin, Zeplin). Collaborated with UX design teams and Product owners and translated insights into actionable strategies that inform product design, service improvements, and journey mapping.

⚙️ Data Integration & Automation:

Skilled in linking experience data with enterprise systems to streamline workflows and enhance real-time decision-making.

  • At Cisco, integrated Qualtrics surveys with internal ticketing systems using JSON workflows, enabling automated feedback collection post-case resolution.

  • At SMBC, automated onboarding and exit surveys by connecting SAP SuccessFactors to Qualtrics directories via SFTP, ensuring timely employee feedback with minimal manual effort.