Christen Lucas
Sr. UX Researcher, Ford Credit Mobile App
- Role
- Sr Ux Researcher, Ford Credit Mobile App at Ford Credit
- Location
- Cleveland, OH, US
- LinkedIn followers
- 500 followers
About Christen Lucas
I’m a product-driven UX researcher and strategist with a storyteller’s instinct and a…
Experience
Sr Ux Researcher, Ford Credit Mobile App
Apr 2022 — Present · US
Led UX research for the Ford Credit Mobile App from early concept to scale, partnering closely with product, design, and engineering to shape the roadmap, prioritize features, and deliver a customer-first experience now serving over monthly users.• Built and launched Ford Credit’s first internal beta program, enabling early validation of new features, reducing development risk, and accelerating delivery timelines.• Developed mobile KPI dashboards in partnership with product and analytics using Adobe Analytics, Medallia, Splunk, and Branch—empowering teams to track engagement, satisfaction, and retention in real time.• Synthesized user behavior and customer feedback into actionable insights that directly informed feature prioritization, including the launch of in-app payoff scheduling—doubling monthly visits vs. web.• Advocated for the full customer journey by identifying friction in onboarding, refining payment flows, and improving accessibility—helping scale the app to a payment every 0.13 seconds.• Helped grow the app to over downloads by ensuring experiences were not only functional, but intuitive and emotionally resonant—creating value for both users and the business.
Education
Kent State University
Master of Science , User Experience Design-Information Architecture and Knowledge Management
2017 — 2019
Baldwin Wallace University
Bachelor of Arts (B.A.), Film/Cinema/Video Studies
2009 — 2013
Marist University
Bachelor of Fine Arts (B.F.A.), Film/Cinema/Video Studies
2012 — 2012
Skills
- Teamwork
- Snap Chat Geo Tags
- Digital Media
- Customer Service
- Final Cut Pro
- Research
- Photoshop
- Creative Writing
- Digital Photography
- Microsoft Excel
- Powerpoint
- Microsoft Powerpoint
- Editing
- Social Media Marketing
- Microsoft Word
- Marketing
- Adobe Photoshop
- Public Speaking
- Social Media
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