Elizabeth M.
5.0
Meta/USAA Leader | Kellogg MBA | Elevate Your Leadership Skills
Studied at Kellogg School of Management (Northwestern)
Works at Meta (Facebook)
Hiring Manager
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Elizabeth’s Leadership Development Qualifications
Coaches professionally
Experience level: Director
Hello and welcome to my profile! With a rich background in UX research and leadership roles at Meta and USAA, I bring a wealth of experience in strategic initiative management and team leadership. At Meta, I led a team of 25, driving key UX research priorities and mentoring emerging leaders in performance management and leveraging cross-functional relationships to drive influence. My tenure at USAA saw me rise to Director of Research Insights, where I developed and led a team of 8 market research professionals, achieving industry recognition for our digital experiences. I have successfully coached 25 individuals in leadership development, helping them enhance their conflict resolution and team leadership skills. Let's connect to explore how I can support your leadership journey!
Elizabeth can help with:
Conflict Resolution
Change Management
Problem Solving
Emotional Intelligence
Coaching and Mentoring
Time Management
About Elizabeth
I’m an experienced Fortune 100 leader with a passion for helping others achieve their goals and to live fulfilling, self-empowered lives. I have an MBA from Kellogg, an undergraduate degree in psychology from Northwestern University, and more than 25 years of experience working in boutique, midsize, and top 10 U.S. companies as a leader and coach. Throughout my career in marketing, financial services, and big tech, I’ve built, led, mentored, and coached teams of high-performing professionals — all while launching three children of my own.
Why do I coach?
The most meaningful part of every leadership role I have held has been coaching, mentoring and developing others. I still coach folks who worked for me 10 years ago, and it is seeing their successes as they transition from independent contributors into burgeoning and experienced leaders that energizes me and spurs my commitment to coaching.
Work Experience
Senior Manager UX Research | Team lead
Meta (Facebook)
August 2022 - Present
Hiring Manager
● Identified and drove an executive level strategic initiative which identified 4 key UX research priorities across dozens of roadmaps; established working teams and collaboration objectives; insights influenced 2023 product investments ● Launched an advertiser panel capability to help address broad research questions across the Ads organization; managed and negotiated scope and requirements across several teams/managers; resulted in numerous product re-prioritizations and new prioritizations product roadmaps ● Interim director for the business unit; supported 25 IC’s/managers during director’s leave/layoffs; stabilized the team, managed research budget of $1M, instituted new standards for research deliverable rigor, and onboarded 3 new managers ● Leadership sponsor and primary driver for an Ads level perceptual survey collaboration with technical teams to launch the first of their kind in-product surveys aimed at measuring perception metrics in key Meta business tools; insights directly impacted prioritization of UX improvement initiatives ● Drive semi-annual research roadmapping to ensure team delivers insights critical to influencing strategic product direction ● Partnered with marketing peers to expand an internal panel of advertiser “experts” to serve as proxies for customers for low risk/low effort feedback on product concepts and industry-wide issues ● Mentor several less-experienced research managers on team performance management, scaling impact, audience-specific story-telling, and other leadership skills ● Co-organized a first-of-it’s kind international all-hands for 300 researchers with 2 sessions timed for inclusivity of global team members Consumer Behavior, Cross-functional Team Leadership and +16 skills
Manager UX Research I Team Lead
Meta (Facebook)
September 2021 - August 2022
Hiring Manager
Consumer Behavior, Resource Management and +9 skills
Director of Research Insights
USAA
March 2017 - September 2021
Hiring Manager
*Currently Manage a team of 4 responsible digital customer feedback and research operations *Manage portfolio of 24 research suppliers to ensure industry gold standard partnerships for entire customer insights organization *Designed and directed UX research journey throughout major website redesign and reversed decade-long trend of 4-point dip in post-launch digital customer satisfaction *Reduced root cause analysis of digital experience issues by 83% (from 6 weeks to 1 week) *Digital experiences recognized by Forrester as #1 in the 2018 US Customer Experience Index *Reduced friction-induced channel switching, and stabilized call center metrics typically associated with new UI launches *Collaborate extensively with contracting, procurement, and third-party risk management functional areas *Optimize relationships with key suppliers to ensure competitive pricing and consistent delivery of best-in-class research insights thereby reducing supplier costs by 10% in 2020 ($400K) *Implement regular contract audits to ensure compliance with GDPR/CCPA rules around customer data privacy *Governance and oversight of all qualitative research recruitment to ensure compliance with regulations and ethics rules *Streamlined invoicing process and reduced workload on analyst community by 80% *Promoted to director after of 5 years exceeding goals in increasingly senior research roles *Attracted, hired, trained, and developed 15 market research professionals Consumer Behavior, Resource Management and +5 skills
Lead Research Analyst
USAA
August 2015 - March 2017
• Promoted to director because of 5 years exceeding goals in increasingly senior research analyst roles • Attracted, hired, trained, and developed 6 market research professionals to establish a new team in 4 months • Influenced business partners across the enterprise regarding strategic initiatives and drove customer-centric business decisioning • Prioritized backlog of research requests (avg 5 per week), and aligned research talent to most pressing stakeholder needs • Delivered strategic insights to executive leadership in several lines of business • Collaborated with data analytics teams to deliver interactive dashboards combining passive and active customer experience metrics Consumer Behavior, Strategic Thinking and +3 skills
Senior Research Analyst
USAA
April 2014 - August 2015
• Promoted each year in recognition of exceeding expectations and achieving stretch goals • Established new voice of the customer listening post (OpinionLab) and expanded it to become the enterprise solution for digital customer feedback on .com and mobile apps • Developed innovative digital feedback dashboards which enabled web page owners to self-service near-real-time actionable insights • Visualized and socialized customer-based insights that enabled digital product and experience owners to prioritize enhancements and fixes • Escalated yearly 200+ technical and UI issues to key stakeholders for root cause analysis and rapid fixes • Collaborated with business partners to identify action agents for digital experience issues and delivered end-to-end, close-the-loop processes for individual customer action on flagged pieces of digital feedback Consumer Behavior, Strategic Thinking and +3 skills
Education
Kellogg School of Management (Northwestern)
Master's degree, Business Administration, Management and Operations
Kellogg School of Management (Northwestern)
Bachelor's degree, Psychology
Elizabeth was also personally admitted to
University of Michigan - Ann Arbor
University of Rochester
Oberlin College
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