Debra Martin

About Debra Martin

I’m a passionate customer experience leader with a deep belief that we can make a difference in the lives of others by improving our government’s ability to serve the public. I see CX as a catalyst for this change. At its core, CX advocates for greater ease between silos, greater awareness of the challenges inherent in our systems, and especially, a greater understanding of our customers and their very specific needs. While CX definitely requires an investment of time and resources, mostly, it requires strategic, well-informed, incremental planning. With over twenty years focused on cross-channel customer experience strategies, I offer the following skills and experience- Able to translate data into action - Program and project management - Compassionate coach & mentor - Always seeking to improve processes - Collaborative stakeholder engagement - Strong, thoughtful leadership - Enthusiastic writer & speaker - Able to think outside the box

Experience

1. Senior Experience Advisor

   U.S. Patent And Trademark Office

   Sep 2020 — Present · Alexandria, VA, US

   Guiding product teams and stakeholders to improve the experience for critical USPTO products serving USPTO’s internal and external customers. Using key human centered design (HCD) best practices to collaborate and engage with stakeholders to determine the most reasonable approaches to take to understand and address customer needs.GUIDE & MENTOR- Defined and led product team in use of customer-centric methods for redesign of USPTO’s intranet. We used qualitative and quantitative data to inform evidence-based decisions and collaborative methods to make sure stakeholders were engaged and considered- Introduced CX and HCD best practices to reduce risk and support deep understanding of our customers and their needs as critical components as we rethink how USPTO customers find the information they need and learn about USPTO’s services- Frequently offered review of analysis and design artifacts of team members, providing feedback and recommendations – always looking for opportunities to provide coaching, while balancing this with knowledge that “better can be the enemy of good enough.”ADVOCATE OF BEST PRACTICES- To support CX and EX activities at USPTO, provides templates and guidance for bias-free personas, journey mapping, reporting, and continuous improvement methods- As a strong advocate of effective data systems, supported analysis and acquisition of USPTO’s CXM and CRM tools. Offered context and recommendations for feature priorities. Participated in vendor interviews, as well as planning for rollout- Continually tracks and analyzes USPTO’s incoming customer and employee feedback sources and provides synthesized data to support informed decision-making across our organization- Utilizing survey data, focus groups, design thinking sessions, customer interviews, and workshops via collaborative methods meant to encourage other team members to observe and conduct their own research initiatives.

Education

• Vermont College

  B.A.

  2000 — 2006

Skills

• Business Analysis
• Customer Experience
• Cross-Functional Team Leadership
• Program Management
• User Interface Design
• Process Improvement
• UX Team Development
• SEO
• Conversion Optimization
• Team Leadership
• Marketing Strategy
• Business Intelligence
• Corporate Branding
• Product Management
• Business Strategy
• Proposal Writing
• Pmp
• User-Centered Design
• Requirements Analysis
• Digital Strategy
• Analytics
• Mentoring
• Team Building
• Measuring UX
• UX Improvement
• Software Development
• User Experience
• Project Management
• Marketing
• Analysis
• UX Optimization
• Strategic Planning
• Information Architecture
• Business Development
• Rapid Visualization
• Visualization of Requirements
• Requirements Gathering
• Mobile Devices
• Management
• Agile UX