Kiera R.

About

I work closely with research to get a holistic view of systems, connect the dots, responsibly influence decision-making, and create advocates. I'm a good fit for an employer looking to: partner for exponential impact, empower discovery in their company, and reframe for change. I immerse myself in ecosystems/spaces/organizations and come back with thought leadership, maps, insights and a full picture to ensure executive teams and leadership are confident in their decision making and its potential impacts. With experience in strategic design, UX, and content creation, I contribute to industries such as finance and technology, ensuring narrative alignment and user-focused solutions. I also led internal CMS development for IVS content governance and guided data transformation initiatives across Capital One.

Experience

• Staff Platform Strategic Designer · Expedia Group04-01-2023 – 05-01-2025

  Anchored and supported foundational strategic design efforts to create narrative change, identify gaps and opportunities to align internally, and illuminate platform features using generative, discovery practices. Initiatives were highly collaborative with multi-discipline input to upwardly surface themes and learnings from several streams of delivery work and ongoing discovery to demonstrate user needs, expectations and pain points within the platform solutions while contributing to in-flight products.

• Staff Experience Strategic Designer · Expedia Group04-01-2022 – 05-01-2023

  Partnering with research to develop the platform narrative and user ecosystem. Continued holistic UX support for the delivery of white label template automation by leveraging tooling ecosystem research and foundational work.

• Design Strategy Manager · Capital One04-01-2021 – 01-01-2022

  Uniting tools and services for developers and associated parties under one narrative to better serve the E2E goals of users. Foundational strategic design work and advocacy for visibility of internal employee pain points contributed to the creation of the Tech Experience line of business.

• Content Lead · Capital One01-01-2020 – 04-01-2021

  Working with methodology and product owners, in addition to taxonimist to account for changes/shifts in the new system of record. Work contributed to data transformation initiative for the entire company, change management, and advocacy for data producers and consumers of the risk management space.

• Design Manager of Identity Verification Services (IC) · Capital One01-01-2019 – 01-01-2020

  Improved efficiency of portfolio products’ design and content practices for enterprise and external customer consumption. Supported generative research (strategy-driving) efforts with creative direction and tangible takeaway assets throughout research cycle. Continued support for IVS products congruent with previous position’s responsibilities and supported major partnership integrations of portfolio. Created an internal CMS that enabled partners (clients, legal, tech, dev, product owners, design, risk) to have a single source of truth for content that would also serve as a template and record of content, approval, and amendments for all clients. Continued consultant for Content/UX/UI/Illustration for identity products.

• UX and Product Design Lead (Pr.) · Capital One01-01-2017 – 01-01-2019

  Managed design vertical of Identity Verification Services products by leading design in both iterative practice and new products, managing product/dev/tech relationships, advocating for user testing, crafting research-backed content specific to user expectations surrounding identity, created education-based illustration and animation, as well as consultation for enterprise consumption in both web and native. Created content guidelines and processes for experiences that began developing a system for results-based visual design. Lead experiences for two MNO-based verification services as well as began planning for multi-device experience for government verification tool (channel switching). Supported and consulted several teams in integrating verification experiences in their end-to-end customer experiences. Contributed educational illustrations and animations that created over $2 million in savings (for mitigated call center traffic and reducing attrition in verification) in the year 2017 that went on to influence educational visual aid advocacy within the company.

• UX/UI Designer for Identity Services (Sr.) · Capital One12-01-2015 – 01-01-2017

  Product writer and ux/ui designer for Identity Verification Services vertical. Additionally assisted in user testing lab + online user testing, and persona creation. Launched the web government ID verification tool (a tool created to eliminate need for fax/mail document verification and reduce time frame for case closure and mitigating human error in verification process) from concept to product to managing ux, ui, as well as product and dev relationships. Worked with partners to create the native version of the government ID tool as well as advising on team's content creation.

• UX/UI Design (Contractor) · Capital One03-01-2015 – 12-01-2015

  Product writer and ux/ui designer for budding Consumer Identity team for both web and native experiences. Partnered with research and worked with partners to improve existing identity products.

• Freelance Creative · Freelance01-01-2010 – 03-01-2015

  My contributions included several of the following concurrently or individually: concept, copywriting, UX design, art direction, UI design, product design, graphic design, video content, and social media writing. Clients: New Era, Kona Brewing Company, Adobe, Amtrak, Repair.com, Seventh Generation, Copper Mountain, Ledbury Shirt Company, Snagajob, ABC Bakers Girl Scouts Cookies, The Byrd Theatre, Lifetime Television Network, Comparenow.com, Capital One, Whitlock

• Photographer · VCU Brandcenter08-01-2012 – 05-01-2013

  Captured major events and lifestyle of Brandcenter culture.

Education

• VCU BrandcenterMaster of Science - MS, XD/ Creative Technology
• Virginia Commonwealth UniversityB.S., Mass Communications: Creative Advertising Concentration

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