jademason

Partnered with Executive Leadership to develop product strategy and prioritization for quarterly, yearly, and 10-year plans. Established realistic project scope, balancing user needs with business objectives and technical constraints. Delivered a complete, scalable plan for an overhaul of the onboarding process, improving customer retention rates by 20%, and having a business impact of over $50,000 in retained revenue monthly. Designed and built a client-facing app and internal automations for the OPS team, creating end-to-end, user-centered design artifacts such as: experience maps, wireframes, mockups, and Figma prototypes. Contributed to company-wide design system to ensure consistency across the team. Conducted user research to validate/invalidate designs, and market research to discover new opportunities for the business, sharing learnings with growth team. Led design sessions with key stakeholders: operations team, dev/engineering team, and leadership team. Presented designs and received feedback in alignment sessions.

Developed a comprehensive customer experience strategy for an early-stage startup, resulting in a 25% increase in customer satisfaction scores. Collaborated with founder to understand key pain points, understand the 6-month vision for the company, and strategize solutions. Conducted user research, developed user experience maps, and shared key learnings with CEO along with solutions for reducing friction in the purchase process.

Designed and developed visual concepts for 15 clients using Adobe Photoshop and Illustrator. Collaborated with clients to strategize positioning for TEDx pitches. Crafted clients’ ideas into compelling narratives, reaching international audiences of 10,000+ people on TEDx stages.

Delivered industry-leading customer service at an early-stage Y-Combinator startup, working with a globally distributed team. Achieved an average time-to-resolution of 10 minutes (email), and managed up to 5 chats simultaneously, with an average customer satisfaction rating of 98%. Managed customer information and shipping logistics databases, reducing internal discrepancies by 20%.