Building the function, not just the studies

From operations support to independent researcher

Hired, onboarded, and mentored a UX Operations Assistant who went on to independently run end-to-end qualitative and quantitative projects — including leading a study solo while I was away. Reduced single-person dependency risk for the team, and built a repeatable coaching structure (regular 1:1s, feedback loops, hands-on correction of deliverables) rather than one-off supervision.

An in-product feedback tool, now used across three product lines

Designed and drove the rollout of an in-product feedback tool — from pitching the initiative and securing budget, to technical setup across multiple products. One campaign reached a broad user base with a meaningfully improved response rate compared to email-only outreach, and produced a more representative sample across property types than the previous approach.

Running the team's NPS program end to end

Set up regular NPS and CSI (customer satisfaction) measurement for my product area — from goal-setting through to acting on the results:

• Aligned with leadership — goals and questions agreed directly with company leadership before the first wave launched.
• Built the pipeline — selected and configured the in-product tool(s) for gathering the data.
• Structured for action — each cycle produces both a quantitative score (NPS as % promoters minus % detractors; CSI as % rating 4 or 5) and a themed breakdown of open-ended feedback, split by area (e.g. product vs. support) so issues reach the right owner.
• Tracked over time — recurring themes (channel-manager sync requests, payout timing, guest-communication gaps) are now visible wave over wave instead of getting lost as one-off comments.

Run in ongoing collaboration with the CX team, turning a one-off metric into a repeatable, quarterly program.

Making research something non-researchers can also do

Two ongoing initiatives to scale research literacy beyond the core team:

• Self-serve training — a framework for involving non-researchers (product managers, analysts) in lightweight research activities, plus an internal resource on how to run research without a dedicated researcher. Recorded as a presentation and a Loom walkthrough, then distributed across multiple internal channels so it reaches people beyond whoever attended live.
• "User Hour" — non-UX stakeholders host short interviews themselves to validate their own hypotheses. My role: review every hypothesis in advance against a clear rubric (relevant this quarter, concise, broadly applicable, specific enough to test), then organize and moderate the sessions — six parallel interview rounds in breakout pairs, swapping partners each round.

Example: one session tested seven hypotheses about how property managers handle guest reviews, confirming most within a single hour — managers track ratings closely and respond when the platform allows it — while ruling out an assumption the product team had been operating on (that hoteliers value third-party review sites more than the platform's own listings). Fast validate-or-kill outcomes, exactly what the format is for.

A legal-approved, GDPR-compliant research privacy notice

Drove the creation of a Privacy Notice for UX research activities, approved by the legal team, covering the legal basis for consent (Art. 6(1)(a) GDPR), the categories of data collected, a full retention schedule by data type, and participant rights under Articles 15–21.