Tess Freedel

tessfreedel@gmail.com • 425 274 6706  

Summary

Results-oriented Senior UX Strategist with 7+ years of experience, a proven track record driving technology change at Fortune 500 companies, and experience supervising and leading junior researchers and content strategists. Conducts and designs research to assess internal & external process improvement, healthcare application integration, cybersecurity, and education tools.

Core competencies: Mobile Application Strategy, Mobile Content Design, Copywriting, AI Prompt Engineering, Figma , Figjam, Microcopy, Qualitative UX Research, Product Ownership, Survey creation, strategy & analysis, Chatbot creation, AI NLP Research, UX Writing, A/B testing, AGILE workflow, Mobile and Web Interface Research, Data Visualization using Tableau, Verint, Jira, Qualtrics & Google Analytics, Content Strategy, Research Design, Case Study Creation, Card Sorts, Technical Documentation, Figma, Diary Studies, Focus Groups, Taxonomy Discovery, Usability Testing, Stakeholder Management, Presentation Design, Roadmapping

Senior UX Content Strategy Designer & UX  Researcher | Cigna/ Express Scripts| Remote FTE February 2022 - October 2025

• Created and collaborated on directions, microcopy, emails, websites, pop up notifications, mobile app design and strategy, surveys, and internal communications to support the experience of 100,000+ colleagues domestically.

• Plan and conduct research using mixed methods such as surveys, focus groups, interviews, and usability tests to improve the Colleague Technology Experience

• Develop instructional videos, chatbots, dashboards, technical directions, and internal communications resulting in significant reductions colleague abrasion measured by service now ticket creation

• Increased response rates by 8% by implementing new guidelines for email copy.

UX Content Strategy Designer & UX Researcher | Cigna / Express Scripts (Contract) | Remote July 2021 - February 2022

• Conducted and planned research using mixed methods such as surveys, focus groups, interviews, and usability tests to improve the College Technology Experience team

• Developed instructional videos, technical directions, mobile and desktop applications, and internal communications resulting in a reduction in colleague abrasion

• Identified 12 critical usability issues through heuristic evaluations that led to a meaningful reduction in user abrasion

Content Designer & UX Research Strategist | Trupanion | SeattleJanuary 2020 - May 2020

• Strategized email marketing deliverables for the conversion team resulting in a 25% increase in email open rates and a 15% increase in click-through rates.

• Consulted on the overall usability, accessibility, and readability of marketing materials and desktop and mobile materials and applications, resulting in a 30% improvement in user satisfaction

• Collaborated with compliance and content teams to ensure brand consistency, resulting in a 20% increase in brand recognition

UX Consultant | Mode Music Studios | West Seattle December 2017 - August 2021

• Reduced friction in billing, customer scheduling, and new client intake via the website, social channels, and mailing list, resulting in a 45% increase in new client intake.

• Created the first scheduling, customer service, and marketing handbook to standardize internal and external processes, resulting in a 50% reduction in errors and inconsistencies.

• Worked with teachers, parents, and students to advocate for clear communications and a seamless user experience when enrolling students in afterschool enrichment programs at Low-Income Schools in South Seattle resulting in a 68% reduction in abrasion.

• Composed copy for social media, email marketing, mobile applications, and advertisements, resulting in a 35% increase in engagement.

Marketing Strategist | The Guitar Store | Seattle January 2014 - September 2015

• Composed newsletters, product descriptions, advertisements, and compelling social media copy, resulting in a 500% increase in website visits

• Represented the company at tradeshows and interfaced with potential vendors virtually and in-store, resulting in a 20% increase in new vendor relationships

Education & Certificates

Springboard UX Research Career Track Certificate Program, 2019

Seattle University, BA of Interdisciplinary Arts, June 2018

Consulting Services

January 2019 - Present

• Created websites, automations,emails, blog posts,  market research, and UX resources for Medical Providers  in private practice & other small business owners. 

• Consulting Website: www.evergreenux.com
  

References

• Amy Chen - Colleague at Cigna/Express Scripts 

  • 646 339 5813

• Bailey Kinney - Colleague at Cigna /Express Scripts

  • 314 623 0350