James Seay

Background

About James Seay

Context: Customer Experience Manager / Customer Research Analyst / Senior Business Analyst / Program Manager• Career spanning support services, high-tech, consulting and industry/market research. Self-motivated “jack-of-all-trades” possessing the ability to succeed in ever-changing environments with limited direction. Customer-facing both in consulting and research roles. Ability to raise domain and subject matter expertise in colleagues and stakeholders.Hard Skills:• Customer Research Ops: Implementing in-app site-intercepts, surveys, & interviews. End-to-end—listening through action.• Qualitative Analysis: Mapping processes, journeys, & workflows. Analyzing competitors and industries. Analyzing sentiment.• Quantitative Analysis: Analyzing using descriptive, significance, and correlative statistics. Analyzing survey results.• Design & UX Back Office: Analyzing usage. Researching personas. Planning user, account, & platform migrations. Explaining technical detail to creative audiences. Supporting interaction, visual, & content design. Reviewing lo/hi-fi wireframes.• Customer Experience and Customer Success Back Office: Introductory and stakeholder training, analyzing digital-tier platforms. Providing “Guerilla” metrics for lifecycle and digital-tier Customer Success platforms.• Strategic Planning: Deriving division-level business strategy. Strategy Maps, Balanced Scorecard, OKRs, strategic portfolios.• Program and Project Management: Planning and scheduling. Managing timelines. Identifying and mitigating risk. Reporting. Portfolio management. Experienced in Agile, Scrum, SDLC, and Waterfall methods.Soft Skills:• Customer Engagement: Consulting in customer-facing roles both onsite and remotely. Engaging customers for research.• Executive Engagement: Building relationships. Deriving strategy. Providing regular qualitative and quantitative readouts. Communicating complex analyses in everyday language. Presenting to executive audiences.• Stakeholder Engagement: Communicating to stakeholders including bad news. Communicating verbally, in-writing, & online.• Cross-Functional Collaboration and Leadership: Coordinating portfolio tracks. Coordinating business to technical direction. Solving problems creatively within teams. Evangelizing. Influencing without authority or budget.