I’m a copywriter and content strategist. My job is getting people to buy your product.
 
I’ve written millions of words, generating my clients hundreds of thousands of dollars in sales. As a copywriter and consultant, I work with individuals and businesses, including Fortune 500 and Fortune 200 companies, to help them drive sales through compelling copy and content. 
 
I also share my techniques and insights with those looking to improve their marketing strategy or copywriting technique.
 
Need words that sell? Contact me.

Kat Ilich

Marriott International

Established the User Experience Research practice at Marriott International, supporting a $33B line of digital products. Lead a team of Researchers who work across Marriott’s digital portfolio, including Marriott’s websites and award-winning mobile app. Coach and mentor junior researchers and designers. Fostering relationships with leadership across the Digital organization. 
•	Created standard procedures and processes for Research team and designers to use for research planning, delivery, and reporting.
•	Established a support model for delivering on research for all Digital product teams. 
•	Created a team charter for the UX Research team, methodologies we use and services we provide.
•	Partner with analytics teams to deliver results used to make executive decisions and product builds.
•	Provide thought leadership on collection and use of insights within Design and across Marriott.
•	Run ideation and brainstorming sessions that enable other leaders to create strategic plans.
•	Conduct complex foundational research studies using multiple methodologies.
•	Expecting to launch a full-scale, in-person research lab (Date TBD).

Director, UX Research 

Freddie Mac

Led a highly successful and productive team of researchers and analysts. Developed team strategies that resulted in insights that drive business decisions across the Single-Family organization. Drove work that saved $750K in company spending. Managed activities that have helped product builds, communications strategies and employee experiences. Focused research and analytics strategies that aligned with Single Family client wants and needs. Managed VOC program for Freddie Mac’s largest line of business. 
•	Coached and mentored team to achieve what they are best at – being incredible analysts and researchers. 
•	Directed two core CX projects – Insights to Actions and Customer Top Pain Points – working cross functionally to deliver results. 
•	Developed Insights team strategy for 2022. 
•	Led CX Strategy for the broader Guide/Contract Strategy for Single Family.
•	Worked with stakeholders to understand business needs and establish project goals. 
•	Advocated for my team and looked for new opportunities and projects. 
•	Collaborated on building the CX data strategy – including working with a data architect to build out a 
         new data lake. 
•	Created a Customer Feedback Community of Practice that will enable collaboration across Single 
        Family teams.

Sr. CX Manager, Insights & Analytics

CX at University of Richmond

Advisory Committee Member

Hilton

Led research operations for the Experience Design Research team. Mentored and instructed junior staff members and helped find solutions to difficult research and methodology issues. Consulted designers and external agencies on research best practices. Saved roughly $200K in supplier costs for 2020 through calibrating team needs with negotiating best rates. Collaborated across teams (Experience Design, Research, Copywriting, Engineering and others) on multiple initiatives and programs. Culture champion for Technology organization.
•	Assembled and expanded on a valuable toolkit of resources and tools used by Research team to deliver insights along the customer journey. 
•	Planned, presented and gained senior leadership buy-in for a network of hotels the Research team could use to interview guests. 
•	Worked on 2020 strategy definition for Experience Design Research.
•	Established and grew a panel of high-value customers as beta testers for mobile app.
•	Actively found training opportunities for Research team as we continued to expand our breadth of research methodologies. 
•	Conducted occasional research projects for Design team, including interviews, surveys and unmoderated sessions.

Sr. Manager, Experience Design Research

Capital One

Led research efforts driving messaging strategies across multiple communications channels and delivered actionable insights on optimal user experiences and product development. Directed market research function for entire line of business. Developed research for messaging that resulted in retaining thousands of Small Business Bank customers. Conducted user research for lending product that yielded a success rate 12 times the number of expected applications.
•	Increased brand health tracking sample by 90%, allowing for better and more thorough segmentations.
•	Collaborated with internal business partners on learning agendas and effective methods of research.
•	Partnered with strategy, product, and marketing teams and developed capabilities of other professionals to utilize market analytics more independently, enhancing decision-making and team performance.
•	Established a brand health tracking program used to create and measure marketing campaigns.
•	Developed survey instruments and moderator guides to glean valuable customer insights.
•	Built trusting relationships with vendors enabling them to better provide for our business needs. 
•	Initiated a customer panel to enable all Small Business Bank associates to conduct research. 
•	Selected to serve as a subject matter expert on small business banking products and customer attitudes. 
•	Won “You Take the Cake” award for consultant work with Capital One for first half of 2015.
•	Presented on data visualization at the 2018 Barlow Research Small Business Bank Conference.

Principal Market Researcher

Conducted qualitative and quantitative research projects related to internal and external customer satisfaction. Communicated research findings by preparing presentations that were both informative and useful to internal clients.
•	Analyzed client comments for expansive customer projects, guided and advised leadership on the opportunity to learn the voice of the customer.
•	Developed reports explaining survey data in a clear, concise manner for audiences with little or no statistical background.

Market Researcher - Consultant

Tobii Technology, Inc.

Managed focus group facility specifications by comparing vendors in various cities in the U.S. and Europe, ensuring they met the needs of client studies. Developed customer satisfaction surveys. Created work plans that made managing research easier and more efficient for team members.

•	Saved thousands negotiating rates for projects and budget costs for facilities and reconciling invoices.  
•	Oversaw vendor recruitment for eye-tracking studies; assisted in coding and quantitative analysis.
•	Recruited suitable respondents for local studies by creating classified advertisements and screening.

Project Manager - Consultant

Resonate

Spearheaded customer satisfaction program from inception; development and administration of client surveys, data analysis and reporting, and provided insights and solutions to client issues. Led a cross-functional task team sharing and acting on customer-related feedback.
•	Maximized analysis of big data sets to discover consumer insights and create audience profiles.
•	Programmed custom research survey that fueled the company's advertising targeting platform. 
•	Worked with Software Development team to ensure accuracy of data used by internal stakeholders.
•	Researched and analyzed browser cookie data for accurate segment targeting.
•	Increased average client satisfaction score from 3.7 to 4.3 out of 5, within a six-month period.

Research Analyst

comScore

Designed online and mobile brand lift and advertising effectiveness studies creating better client campaigns for auto and financial services. Built custom questionnaires for telecommunication and financial clientele.
•	Analyzed research study results and presented findings to clients. Made recommendations to clients on how to use the data provided by comScore.
•	Developed training document on best practices for mobile device questionnaires. Built a norms database for mobile survey results to be used across the organization.
•	Administered Mind Manager project and brainstorming software, built process flows and trained on tool.

Senior Survey Research Analyst

Vovici Corporation

Pivotal advisor to Senior Management clientele in the development and analysis of surveys. Delivered the highest number of solved tickets for the Vovici Support Team and achieved satisfaction level of at least a score of 90% on the Support Customer Satisfaction survey for helpfulness and timeliness each month.

Support Application Specialist

Results-driven, empathetic people leader. Expertise in a range of research and analytics techniques. Project planning with extensive experience delivering on transformative leadership as a catalyst for change and improvement, and solution building. Capacity for managing teams, project planning, budget, and timelines, exceeding client expectations. Adept at leveraging strong written and oral presentation skills to present and explain research findings to all levels of an organization, make process improvements, and gain consensus from internal teams and clients. 

Specialties: leadership and management, marketing and advertising, survey design, qualitative research methodologies, statistical analysis, program/project management, customer satisfaction analysis and improvement, building relationships with stakeholders, UX research, design research, coaching, mentoring, consulting, training, vendor management, customer experience (CX), design

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