Alex Duarte

Ux Cx Researcher @Royal Society of Chemistry

Cambridge, GB

Conducting behavioural research and bridging the gap between digital services and users. Contributed to an increase of 15% to conversion rate of landing pages by translating findings from A/B testing into actionable insights. Pioneered the creation of customer journey maps that track user experience across every touchpoint through surveys and web analytics. Influencing decisions on how to optimise the customer journey by fostering effective collaboration across various teams by reporting periodic changes in CSAT, NPS and SUS and the impact of changes from user experience research insights. Enhanced customer satisfaction (CSAT) by 18% and reduced error occurrence rate by around 10% by translating findings from surveys and user behaviours from usability tests and surveys into actionable insights. Planning and organising interactive workshops with stakeholders to gather insights from external and internal teams. Secured buy-in from stakeholders by displaying data visualisation tools and tying findings into business KPIs. Spearheaded the implementation of Hotjar and trained teams on how to conduct and report user research and web analytics.

IPAM

Bachelor of Science - BS, Marketing/Marketing Management, General