currently,
at clarivate, i lead mixed-methods ux research for web of science and proquest, developing conversational, llm-based generative ai and agentic ai research assistants. i conduct user interviews, design & analyze large-scale surveys, and perform usability testing to improve ai content accuracy, relevance and trustworthiness.
previously,
at sprinklr, i resolved 2,500+ support cases for fortune 100 clients like microsoft, at&t, p&g and samsung, identifying recurring ux pain points in analytics and reporting workflows, working at the intersection of product support and design.
my close collaboration with engineering, product, and customer success teams at both sprinklr and clarivate has led me to recognize repeated patterns that led to confusion and frustration amongst enterprise users.
this experience drives my approach to proactive, research-driven design that identifies and addresses usability issues before users are impacted at scale.