INSIGHTS LEADERSHIP PHILOSOPHY
If we’re to ask a customer to open their wallet for us, we should afford them the courtesy of understanding what their wants and needs truly are. Customer-centric behaviour can (and should) spread beyond the delivery of customer service. Customer happiness often begins long before an interaction even takes place—the origin of true satisfaction begins before a product or service is even created. Understanding what to create, why it’s needed, and how to deliver it is a fundamental basis for building an insurmountable strategic moat.
PROFESSIONAL EXPERIENCE
Nanoleaf, Toronto, Canada — VP, Product Insights & Analytics
MAY/2024 – SEP/2024
Responsible for designing and implementing first-party programs and tools to measure satisfaction, sentiment, and affinity throughout the product lifecycle.
- Through focused insights delivery, improved beta product satisfaction average by 66% (as measured at external testing completion) ;
- Tripled external testing completion rate through implementing a game mechanics layer on top of normalized testing protocols ;
- Successfully expanded scope of pre-production beta program to include all in-development product lines, representing a total aggregate lifecycle value > US$250m.
Professional experience abridged for brevity. Full chronology available at https://www.linkedin.com/in/pwamenear/.
NOTABLE PROJECTS (ABRIDGED)
Beta Questing — Various Vendors (2024)
Developed and implemented a research-driven program for significantly improving the launch of new products and services which are in pre-production development. The program brings customer-centric design to the center of R&D activities, by involving end-users for both ideation as well as testing of software and hardware prototypes. A holistic approach to tester recruitment and test delivery was utilized—featuring game mechanics and reward milestones to boost test completion rates and convert testers to brand advocates over time.