Lauren D.

Senior UX Researcher | Enterprise UX

JAN 2025 - MAY 2026 · 1.4 years

At Fidelity, I stepped into a highly complex enterprise environment where research needed to do more than inform, it needed to align multiple decision-making layers across product, design, and business. My work centered on bringing structure to ambiguity by helping teams interpret research collectively and translate it into shared direction. I focused on understanding the employee experience holistically, using interviews, survey design, and more to uncover friction points that were often systemic rather than surface-level. These insights consistently shaped how teams prioritized experience improvements and operational changes. Alongside this, I contributed to the evolution of the enterprise research ecosystem itself, improving how knowledge is stored, accessed, and activated, while also introducing AI-enabled workflows to support faster and more scalable analysis. • Built a research operations framework for a 40-person UX organization, introducing AI-assisted workflows and accessibility-first practices • Improved research consistency and execution maturity through standardized systems, contributing to 71% internal CSAT • Delivered longitudinal analysis showing sustained improvement in experience metrics, including NPS growth from 35 to 58 over two years • Translated complex mixed-method insights into executive-ready narratives that shaped roadmap and prioritization decisions

Associate Director, Product & Experience Design

JUL 2022 - JAN 2025 · 2.6 years

In this role, I moved deeper into shaping how research influences long-term product and organizational strategy. I worked across both B2B and B2C ecosystems, ensuring that user understanding was not treated as an input at the end of the process, but as a continuous driver of decision-making. A key focus of my work was building systems that made research more durable, longitudinal, repeatable, and connected to real product outcomes. I also worked closely with cross-functional teams to ensure insights didn’t stay within research artifacts, but actively shaped product direction, content strategy, and investment planning. Over time, this evolved into building stronger governance structures around research practice, as well as strengthening accessibility maturity across digital experiences and design systems. • Translated research into strategic investment intelligence used in long-term planning and prioritization • Designed a four-year longitudinal research system tracking adoption, engagement, retention, and behavioral change • Established governance models that improved reliability and consistency in research-informed decision-making • Integrated behavioral analytics, surveys, and qualitative research into a unified evidence system for product strategy • Advanced accessibility practices through inclusive design systems and capability development initiatives • Embedded user-centered design principles across digital ecosystems to strengthen B2B and B2C experiences

Digital Operations Manager

SEP 2020 - JUN 2022 · 1.8 years

Before moving fully into research leadership, I worked at the intersection of digital operations and experience delivery, where I was responsible for ensuring that systems, workflows, and teams operated in sync across multiple digital touchpoints. Much of my work focused on stabilizing and improving operational flow, making sure publishing cycles, content production, and cross-functional delivery were predictable, efficient, and aligned. At the same time, I began translating data into operational insight, using analytics to understand how users were interacting with digital platforms and where improvements were needed. I also played a role in building internal capability, particularly around accessibility and user-centered thinking, helping teams move from execution-focused work toward more experience-aware delivery. • Improved operational workflows, reducing missed deadlines by 12% and increasing delivery consistency • Translated Google Analytics insights into actionable improvements for reporting and planning • Delivered UX and accessibility training to strengthen inclusive design capability across teams

Digital Content Producer

JAN 2017 - SEP 2020 · 3.8 years

I began my journey here working closely with content and product teams to improve how digital learning experiences were structured and delivered. My focus was on making content more intuitive, accessible, and meaningful for diverse audiences. Over time, my role expanded beyond content production into experience design thinking, particularly around information architecture and how users navigate learning ecosystems. I also began contributing to early-stage user research efforts, bringing educator and learner perspectives directly into content and product decisions. This period laid the foundation for my transition into research and experience design, as I became increasingly focused on how structure, usability, and user feedback shape digital experiences. • Improved content structure and navigation systems, increasing discoverability across digital platforms • Introduced user research inputs across three product lines, embedding educator feedback into decision-making • Streamlined publishing workflows, improving efficiency and overall user experience quality

Graphic and Web Designer

JAN 2015 - FEB 2021 · 6.2 years

• Consulted with clients on user experience to align their online presence with overarching business goals and objectives. • Redesigned existing websites and developed new sites in accordance with UX design best practices, minimizing cognitive load, ensuring consistency, and utilizing plain language to resonate with target audiences. • Created wireframes and mockups, and presented prototypes to clients, facilitating feedback and revisions before proceeding to development. • Utilized both CMS platforms and hand-coded HTML/CSS to build websites, ensuring functionality and responsiveness.

Instructor

JAN 2017 - DEC 2018 · 2 years

I taught courses on Beginning Web Design (HTML5/CSS3), Beginning Graphic Design, Introduction to Javascript, and Adobe Illustrator Basics. I enjoy working with adult learners and am passionate about adult education because it had such a profound impact on my career.