Profile Picture

William C.

Product Management, UX/UI, Customer Experience, Br
Boston, MA, USA
Total impact
Ready to Volunteer

Professional Experience

Senior Account Executive, American Express, Hall & Partners

February, 2011 - Current

I currently work on the American Express account, creating marketing communications and product development strategies for senior management on the American Express Global Advertising and Brand Management team. My team and I have developed a deep understanding of consumers' perceptions of Amex and competitor brands, as well as attitudes and behaviors surrounding the financial services industry.
Our solutions include primary and secondary research, as well as social media monitoring and advanced analytics.

Researcher, Customer Experience, Forrester Research

June, 2008 - July, 2010

I consulted Fortune 100 companies in customer experience and branding. During my tenure, I conducted 40+ heuristic evaluations of client websites using personas, user scenarios, and intimate knowledge of clients' core brand values. We translated the findings into design improvements in functionality, navigation, layout, content classification, and consistency in branding across online and offline channels.

I also contributed to published research reports on topics including satisfaction throughout the customer life cycle, cross-channel shopping preferences, and consumer decision-making processes.

Data Advisor, Forrester Research

July, 2007 - June, 2008

I provided client services for Forrester's syndicated research database, independently managing a client base worth over $1M in annual revenue. We regularly advised media and marketing clients in translating consumer data into business initiatives on topics spanning social media, online and mobile commerce, emerging technologies, customer experience, financial services, retail, and healthcare. I worked with a roster of advertising agencies under IPG and WPP.

Project Manager, Cogent Research

June, 2006 - July, 2007

I managed consulting projects for clients in the legal, healthcare, and retail industries by maintaining deadlines and budgets, managing vendors, conducting statistical analyses, and producing client reports.

Bachelor of Science in Communication, Boston University

January, 2002 - January, 2006

Advertising, Archaeology