At Industrious, a leading global co-working company, the startup tech organization focused on improving member experience to maintain the highest NPS rating in the industry at the time of employment.
• Led the development and launch of a Member Notifications mobile product, collaborating with business stakeholders to promote product best practices that ensured high member satisfaction, significantly increasing member engagement, subscription upgrades and retention.
• Performed A/B testing to improve UX and effectiveness of member location webpages, driving a 20% increase in conversion.
• Collaborated with legal team to ensure forms on webpages met privacy policy requirements.
• Conducted in-depth user research using ethnography, surveys, interviews and concept-testing for Industrious mobile and tablet apps for members and staff.