Carolyn McKernan

About Carolyn McKernan

Strengths- Translating internal and external clients\' needs into quantitative and/or qualitative research approaches to drive solutions- Focusing on the most salient and actionable research findings - the \"so-whats\"- in context of the bigger business issue to identify holistic solutions- Effectively disseminating insights and knowledge in differing forms to aid in ongoing education and understanding across the company. Full-service research- Primary research, extensive experience in both qualitative and quantitative methods for B2B, B2C, and B2B2C- Extensive brand definition and development, re-branding, value proposition, loyalty- Research budget management - Annual budget development, long-term planning, and strategic prioritization- Establishing and leading research practices, managing teams, employee growth and development. Research Methodologies: Quantitative experience: Questionnaire design, customer segmentation, voice of customer (VOC), customer experience (CX), employee pulse/employee experience, benchmarking, competitive analysis, Net Promoter Score (NPS), social media measurement, Human Design Qualitative experience: Ethnography, observation, focus groups, shop-alongs, online user-experience, in-depth interviews, digital personas, journey mapping, diaries Software: Microsoft Office and more: Word, Excel, PowerPoint, Outlook, Edge, Teams, Skype, OneDrive, SharePoint, Forms Other: Qualtrics, SurveyMonkey, Alchemer (formerly Survey Gizmo), Survata, Google Analytics, Nielsen, MRI-Simmons, Adobe Acrobat Pro DC, Zoom Casual Familiarity: Similar Web, Tableau, Jira, Confluence, Access, Omniture, relational database query writing (custom program)

Experience

1. Senior Strategy Insights Manager

   Concentrix Catalyst

   Feb 2022 — Present · Seattle, WA, US

   Concentrix Catalyst, formerly ProKarma or PK Global, is the experience design and engineering division of Concentrix, an award-winning global solutions company reimagining everything CX through strategy, talent, and technology. Our highly experienced consultants combine human-centered design, thought-provoking insights, powerful data, and strong tech to accelerate CX transformation at scale.We help brands engage with their B2B and B2C customers and envision the experiences they aspire to provide, building the blueprint to bring experiences to life and to measure success, orchestrate delivery, drive adoption, and manage the transformation efforts, all while realizing the value of their investment.

Education

• University of Washington

  Bachelor of Science (B.S.)

• Burke Institute

  Qualitative Moderator