My work spans Voice of Customer (VoC), mystery shopping, and experience measurement across public and private sectors, with a focus on methodological rigor, clear storytelling, and executive-ready reporting.
Voice of Customer & Mystery Shopping Programs
- Designed and managed VoC and mystery shopping surveys and dashboards for an Australian marketing agency, supporting ongoing CX tracking and performance benchmarking.
- Delivered intuitive dashboards that enabled stakeholders to quickly identify experience gaps and prioritize improvement efforts.
Enterprise Survey Design & CX Dashboards
- Partnered with a multi-national market research firm to support complex survey design, programming, and dashboard development.
- Specialized in scalable survey architectures, advanced logic, and multi-wave reporting to support large, distributed client teams.
Healthcare & Medical Device Research
- Led customer experience and satisfaction survey design for a medical device research firm, translating highly technical workflows into clear, respondent-friendly instruments while maintaining analytical precision for clinical and commercial audiences.
Consumer Experience Research in Gaming & Entertainment
- Developed CX surveys for a marketing agency supporting a premier gaming organization, balancing engagement, compliance, and insight depth to inform service optimization and loyalty strategies.
Public Health & Maternal Care Research
- Designed the core survey instrument for Power of NJ Birth Stories, a statewide maternal health initiative focused on elevating the voices of birthing individuals across New Jersey.
- The survey was developed to support a scientifically sampled, demographically representative population identified by the New Jersey Department of Health, with intentional inclusion across racial, ethnic, and linguistic groups.
- Emphasized accessibility, clarity, and cultural relevance through careful question design, plain-language framing, and multi-language deployment (English, Spanish, Brazilian Portuguese, Haitian Creole, French, and Tagalog).
- The survey supported community-based distribution and data collection efforts across South, Central, and Northern New Jersey, enabling actionable insights to inform more equitable maternal care policies and practices.