Eden Jackson
Summary: Dynamic Senior UX Researcher with 8 years of comprehensive experience in Fortune 500 companies such as Meta, Google, YouTube, and Twitch. Proven expertise in delivering actionable insights, driving user-centric decisions, and fostering exceptional user experiences.
Work Experience:
Senior UX Researcher – AnswerLab November 2020 – Present
- Secured long-term client relationships, resulting in over $1.5m in revenue through contract renewals.
- Drove improvements in customer satisfaction scores through foundational research initiatives.
- Partnered closely with clients as a trusted advisor, influencing research strategies, study design, and product roadmaps.
- Crafted and executed end-to-end research studies, including screener creation, methodology selection, study moderation, and report generation.
- Presented compelling insights to stakeholders (including designers, product and project managers, marketing professionals, and engineers), informing strategic decisions on feature development and user experience enhancements.
- Facilitated weekly training sessions for new hires, fostering their integration into the company culture and workflows.
- Earned recognition as a mentor for other UX Researchers, providing one-on-one guidance in user research methodologies, client relationship management, and report delivery. Additionally, created resource documents and training for internal teams.
- Championed diversity and inclusion initiatives by leading internal and external research, helping drive the formation and leadership of LGBTQIA+ and Mental Health and Neurodiversity Employee Resource Groups, and creating educational internal and external resources.
UX Researcher – Best Buy May 2016 – November 2020
- Directed research efforts for the Jitterbug Smart 2, resulting in a 30% reduction in smartphone cancellations and reduced average customer service call handle time by 20 minutes.
- Established collaborative relationships with cross-functional product and project teams (including Product and Project Managers, engineers, and marketing professionals), facilitating user-centric design discussions and overcoming project obstacles.
- Established and managed a customer feedback panel allowing product teams to quickly iterate on product designs and fast-track product releases.
Education: Bachelor of Arts from Regent University – 2014
Skills: Moderated and unmoderated in-person and remote studies, end-to-end testing, usability testing, international studies, concept validation, diary studies, competitive analysis, in-depth interviews, focus groups, A/B testing, preference studies, contextual inquiry, longitudinal research, Wizard-of-oz, persona and user journey creation
Software Proficiency: UserTesting, Mural, Muro, Dscout, UserZoom, Zoom, Figma, Slack, Salesforce, Jira, Confluence
Eden Jackson 