User Experience Researcher at TEACHER RETIREMENT SYSTEM OF TEXAS (TRS) (2025-02 – 2026-08)
- Led the end-to-end design and implementation of a centralized UX research repository, improving insight discoverability, reducing duplicate research efforts, and enabling cross-functional teams to make faster, data-informed product decisions.
- Remediated over 80+ PDF articles to meet accessibility standards, improving document usability and ensuring compliance with WCAG guidelines for inclusive access.
- Led a comprehensive UX research study of the company intranet—combining stakeholder interviews, search and analytics analysis, surveys, and competitive benchmarking—to deliver high-impact, data-driven improvements to usability and findability.
- Conducted an in-field observational study in the TRS Member Experience Center to analyze real-world workflows and user interactions, delivering actionable recommendations that improved service efficiency and overall customer experience.
User Experience Research Associate at TEACHER RETIREMENT SYSTEM OF TEXAS (TRS) (2023-08 – 2025-02)
- Led a 3-person team to identify 40+ usability issues through a multi-method evaluation (cognitive walkthrough, heuristic evaluation, PURE) of the TRS Member Portal, MyTRS. The findings informed the redesign of 8 major user flows, improving task success and reducing user friction in critical journeys.
- Optimized the organization and navigation schemes of the existing website content through card sorting and stakeholder workshops; evaluating the findability and navigational structure of redesigned website prototypes using tree-testing with 250+ participants.
- Co-designed two targeted surveys and implemented continuous feedback mechanisms on the TRS website, uncovering critical behavioral insights and identifying opportunities to enhance the user experience.
- Conducted usability studies to uncover issues with primary member tasks on the websites and to collect quantitative user metrics such as SUS scores, task time and success rate to benchmark the website redesign.
User Experience Research Intern at TEACHER RETIREMENT SYSTEM OF TEXAS (TRS) (2023-06 – 2023-07)
- Conducted foundational UX research as the first and sole UX researcher in the organization, collaborating with stakeholders across the agency to generate insights aimed at enhancing the TRS Website experience.
- Generated a comprehensive competitor analysis report by examining 7 employee and teacher retirement systems, along with other state and federal websites to highlight best practices.
- Designed a website feedback survey and thematically analyzed 429 TRS member responses to gather fundamental insights on common website tasks, information needs and pain points.
- Examined Google Analytics 4 data to gather TRS member website engagement data and analyze 600+ unique site- search terms to uncover patterns in member information needs.
- Conducted in-depth user interviews to collect qualitative insights into their unique needs, attitudes, and behaviors.
Psychological Methods/Statistics Session Instructor (SI) at DEPARTMENT OF PSYCHOLOGY, UNIVERSITY OF TEXAS AT AUSTIN (2023-01 – 2024-01)
- Conducted weekly in-person labs for a cohort of 62 psychology undergraduate students, covering concepts related to advanced statistics in behavioural sciences with hands-on instruction in the R programming language.
- Employed R functions to generate customized datasets aligned with the research proposals of the cohort, facilitating hands-on training in quantitative data analysis using R Studio.
Cloud Support Engineer at AMAZON WEB SERVICES (2016-09 – 2019-05)
- Collaborated extensively with more than 500 clients, ranging from small businesses to enterprise-level customers, to troubleshoot issues pertaining to their AWS infrastructure.
- Resolved close to 1500 customer issues pertaining to major AWS Cloud offerings such as Amazon Cloudformation, AWS ElasticBeanstalk, AWS CodeSuite, Amazon RDS, Amazon Gamelift among others.
- Partnered with AWS service and documentation teams to improve 20+ official AWS documentation pages leveraging customer feedback and insights, resulting in a 7% reduction in related customer issues.
- Led the development of internal training content by building comprehensive internal Wiki pages and runbooks, resulting in enhanced efficiency and effectiveness in the new hire onboarding process.
