Market Research Insights

CX and Insights Professional:
Data-Driven Performance

I’ve always been passionate about using data and insights to inform marketing decisions and drive business success. My marketing and data analytics background were a natural fit as I moved into a market research / insights specialty, to scope and execute quantitative, qualitative and mixed-method market research studies, to inform critical business and marketing decisions for clients (when at Coax Insights and Kadence International) and for business partners (when at Chubb).

Most of my research work is proprietary to the organizations for which I performed the work. That said, some of the types of studies I designed, implemented and analyzed included:

  • Customer experience (CX) insights
  • Employee pulse surveys
  • Thought leadership studies
  • Brand trackers
  • Brand awareness, SWOT analysis & competitive landscape
  • Marketing & communications preferences, needs, A/B testing
  • Product development & unmet needs
  • Online surveys
  • Focus groups, interviews & diary studies
Sample executive summary provided for financial services client










Project
Executive
Summary
Actual report not available due to client confidentiality

I have also achieved CX Professional certification from the Medallia Institute, and have been a long-time user, brand administrator and a certified Expert in Qualtrics XM / XM Core / Research Core and Qualtrics Customer XM.

Samples: Publicly Available Studies

  • Internal Study: 2024 AI Technology Survey [Summary of Results]
    My team and I planned, programmed, executed, analyzed & published this small project (including designs shown in the file). It is shared here with permission of Coax Insights.
  • Client Study: 2023 Global Partner Study
    This study was scoped, executed and analyzed on behalf of a client. They then designed and packaged the results for publication. This link takes you to their publicly available report that uses the results. [Client Report]

I have conducted other studies, as noted above, but cannot share the details & findings as the results are proprietary to the clients for whom they were completed.

Recommendations

Below are a few recommendations of my work as a Market Research Insights & CX professional:

I have worked with Carol on numerous research initiatives, of all sizes and types. Carol is a true partner to the business. Her approach is thoughtful, and the research delivers clear insights. Carol is an expert in her field and is terrific to work with.

– Suzanne Witt (Internal Client when at Chubb)

I worked with Carol for over 2 years in her capacity as AVP – Research Services at Chubb. Carol had a tremendous passion for CX and used her research and analytical skills to play a key role in supporting Chubb’s evolution in the CX space. I found her to be intelligent and proactive, demonstrating the ability to learn new things and operate in complexity. She has excellent communication and leadership skills, working with leaders across the Chubb world to help drive best practice. I thoroughly enjoyed working with Carol and hope to have the opportunity to work with her again in the future.

– Nathan Poole (Internal Partner when at Chubb)

Tools & Systems

Here is a non-exclusive list of the some of the tools & systems with which I am familiar:

Quant Research Platforms: Qualtrics, Medallia, Dynata CMIX, SurveyMonkey
Qual Research Platforms: Recollective, Qualzy
Analysis and Visualization Tools: Power BI, TM1, MarketSight, StatsIQ, TextIQ, Tableau
Productivity Tools: Microsoft Office (Excel, Word, PowerPoint),
Google Workspace (Google Sheets, Google Docs)
CRM, Email & Marketing Automation Tools: HubSpot, Aprimo, MailChimp
Social Media, Web & SEO Tools: Hootsuite, WordPress, Jetpack, Yoast SEO, Google Ads, Google Analytics, Google Trends
Graphic Design and Publishing Tools: Canva, Adobe InDesign

Marketing Professional

Learn more about my experience
as a marketing generalist.

Learn more

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