UserTesting
Hi, I’m
Emmanuel Okeke
UX Researcher
Kitchener,ON
Summary
Dedicated Certified CX/UX Specialist with nearly a decade of proven excellence in driving UX excellence. Skilled in building effective user research and feedback programs, collaborating with leadership and product teams to lead impactful enhancement projects. Seeking to leverage expertise in a dynamic role.
Overview
10
years of professional experience
3
Mobile app projects
1
Chatbot UX
5
Websites
Work History
CXService360
UX Research Consultant (EMEA)
01.2024 - Current
Job overview
- Organize qualitative user research and ethnographic studies: interviews, usability tests, diary studies, A/B testing, focus group moderation, situational observation, interviews, workshops, and for clients.
- Collaborate with UX designers and product managers from client teams to understand research needs and work cross-functionally with multiple stakeholders, including data scientists, engineering, and partner service managers, to probe deeper insights.
- Define user research roadmap and choose appropriate data collection methods to deliver stakeholder-relevant value at any stage for clients.
The Alternative Bank
Head CX/UX Measurement
07.2022 - 01.2024
Job overview
- Led user research initiatives for the AltBank app version 2 that got over 100k downloads on Google Play within 2 weeks of launch, resulting in over 45% increase in product adoption rate by Q4 2023.
- Utilized a variety of research methodologies, including ethnographic studies, interviews, usability tests, and surveys, to gather comprehensive insights into user behaviors and preferences.
- Collaborated closely with UX designers, product managers, business analysts, and technology teams to understand research needs and integrate insights into product development processes.
- Led a team of UX researchers, Journey Managers, and Data analysts, overseeing all user research projects and initiatives
United Bank For Africa
UX Researcher
03.2021 - 07.2022
Job overview
- Led and managed diverse user experience projects for different product teams ranging from Mobile apps to web experience and in-branch experience.
- Collaborated with cross-functional teams to improve customer and users' experience and engagement with United Bank For Africa.
- Managed relationships with stakeholders in non-English speaking markets and led the digital product team into fieldwork in Ghana and Gabon to build user empathy and understand user challenges outside of Nigeria.
- Collaborated with technology, marketing, data analytics, and operations teams to implement product improvement initiatives, driving 20% reduction in user-reported complaints on UBA mobile app
- Developed comprehensive research reports, providing actionable insights to executive management and product team stakeholders.
Hygeia Health Insurance
Customer Experience Manager
09.2019 - 03.2021
Job overview
- Managed a team of customer service executives and VoC analysts, overseeing the planning, development, and execution of quantitative surveys measuring our NPS, CSAT, and other key metrics and presented findings to senior leaders.
- Collaborated with technology, operations, and healthcare provider teams to drive the implementation of service improvement initiatives.
- Responsible for optimizing the Hygeia virtual assistant AI chatbot (HyBot), reviewing end-user questions, and ensuring proper categorization of these questions and topics.
- Spearheaded a change management project that facilitated the seamless transition to a remote work model, mitigating the impact of the COVID-19 pandemic lockdown on the business.
Fidelity Bank Plc
Customer Experience Analyst
10.2014 - 09.2019
Job overview
- Developed and delivered CX training content for staff, improving proficiency and adherence to brand experience standards.
- Conducted field research and CX experience audits across branches, ensuring consistency and adherence to brand standards.
- Conducted customer interviews and analyzed user feedback to identify trends and recommend design enhancements, contributing to a 25% improvement in overall user satisfaction scores
Education
Imo State University
Bachelor of Science from Computer Science
01.2008 - 12.2011
Conestoga College
Post Graduate Certificate from Cloud Data Management
07.2023 - 04.2024
Skills
- Design Thinking
- Usability Testing
- User Research
- Cross-functional Collaboration
- Field Research
- Communication
- User Interface Design
- Qualitative Research
- User Experience (UX)
Certification
Certified Customer Experience Specialist
AIGPE™ VOC Techniques Specialist
Enterprise Design Thinking Practitioner
Accomplishments
- Led UX Research and product enhancement projects for The Alternative Bank, resulting in a 20% increase in app downloads and a 15% rise in website traffic within six months post-redesign. Achieved a user satisfaction score of 4.5 out of 5 for the altbank mobile app, as determined by post-redesign user surveys. Reduced average page load time on the altpower website by 30%, leading to a 25% decrease in bounce rate
- Developed and executed the UBA UX Research program, which resulted in a 25% reduction in user-reported pain points across 19 countries. Coordinated and managed UX Research initiatives across these countries, leading to the successful redesign of the UBA mobile v2 app. The redesigned app experienced a 30% increase in user engagement metrics, including daily active users and the number of daily mobile transfers.
- Directed comprehensive field market research initiatives for Fidelity Bank Plc, employing methodologies such as mystery shopping, observational studies in branches, and customer interviews. Identified and addressed customer pain-points and process bottlenecks, resulting in a significant improvement of 6 points in the Bank's KPMG BICSS Benchmark specifically for the retail segment. This improvement demonstrated enhanced customer satisfaction and operational efficiency as a direct result of the implemented recommendations
Software
Qualtrics
UXPressia
Figma
UserZoom
InVision
Timeline
UX Research Consultant (EMEA)
CXService360
01.2024 - Current
Conestoga College
Post Graduate Certificate from Cloud Data Management
07.2023 - 04.2024
Head CX/UX Measurement
The Alternative Bank
07.2022 - 01.2024
UX Researcher
United Bank For Africa
03.2021 - 07.2022
Customer Experience Manager
Hygeia Health Insurance
09.2019 - 03.2021
Customer Experience Analyst
Fidelity Bank Plc
10.2014 - 09.2019
Imo State University
Bachelor of Science from Computer Science
01.2008 - 12.2011
Similar Profiles
Robert McQueenRobert McQueen
Long Haul Truck Driver at DFSLong Haul Truck Driver at DFS
SHEENA SHAHSHEENA SHAH
Personal Support Worker at Cogir, Granite LandingPersonal Support Worker at Cogir, Granite Landing
Francis Chukwuka Nkencho-OsegiFrancis Chukwuka Nkencho-Osegi
Volunteer at Tiny Home TakeoutVolunteer at Tiny Home Takeout
Miranda RobertsMiranda Roberts
Dental Assistant at Techtown DentistryDental Assistant at Techtown Dentistry
JOSE MANUEL S FERNANDOJOSE MANUEL S FERNANDO
Chief Experience Officer at McCann Worldgroup PhilippinesChief Experience Officer at McCann Worldgroup Philippines