Theresa Alexander
Ux Research Manager @Zoom
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WORK HISTORY
Ux Research Manager @Zoom
Lead global research strategy for AI-powered features, driving trust, usability, and value. Delivered insights that shaped product direction across Zoom AI (e.g, smart summaries, real-time transcription). Acted as player-coach conducting high-impact research on revenue-driving features. Built Zoom’s centralized research repository and scaled insight access org-wide. Negotiated contracts and managed vendor relationships to scale research ops. Launched Customer Advisory Boards to inform long-term product strategy. Presented research narratives to C-level execs to influence product and GTM strategy.
EDUCATION
Harvard Business School
Certificate: Organizational Leadership
Cornell University
Certificate: Bank of America's Women's Entrepreneurship
Virginia State University
Bachelor of Science (B.S.), Health Professions and Related Clinical Sciences, Other
Icahn School of Medicine at Mount Sinai
Master of Science, Biomedical Sciences
SKILLS
ABOUT THERESA ALEXANDER
Strategic UX Research & Customer Insights leader with 14+ years of experience transforming complex enterprise and global consumer products into intuitive, high-impact experiences. I specialize in building and scaling research organizations, embedding continuous customer intelligence into product development, and translating human insight into measurable business growth.Across companies like Zoom, Cisco, and Citrix, I’ve partnered closely with Product, Design, Engineering, Data Science, and executive leadership to shape multi-year roadmaps, accelerate AI-powered innovation, and drive outcomes such as increased adoption, improved CSAT, and faster decision-making at scale. I’m known for establishing Voice-of-Customer ecosystems, centralized insights platforms, and governance frameworks that connect research directly to business KPIs.I lead as a player-coach, setting strategy and operating models while staying deeply hands-on with customers through interviews, usability testing, Customer Advisory Boards, and live feedback loops. My work consistently bridges buyer, admin, and end-user needs across complex SaaS ecosystems to unlock growth, reduce friction, and create experiences people actually love to use.Core focus areas include: • Customer Experience Strategy & Transformation • Voice of Customer & AI-Enabled Insights Systems• CX Measurement, Governance & Business Impact • Journey Optimization & Data-Driven Roadmapping• Cross-Functional Leadership at ScaleI’m passionate about turning insight into action, and building organizations where customer intelligence becomes a true growth engine.
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