United States

UX Design

UI/ Visual Design

Design Operations

Service Design

Content Design

Product Design

Customer Experience (CX)

Generalist Product Management

Growth Product Management

Platform Product Management

Group Product Management

UX writing

Product Marketing

Interaction Design

Growth Design

Program Management

Project Management

UX Testing

UX Research

Service Design Research

UX Engineering

Business Transformation

Chris Abad

Former Director of UX

Usability Testing

Quantitative research

Monetisation

Public Speaking

Product analytics

Product strategy

Prototyping

Qualitative research

Communication

Collaboration

Problem-solving

Time management

Critical-thinking

Empathy

Team player

Organisation skills

Presentation skills

Customer service

Conflict resolution

Stakeholder management

Leadership

Project management

Analytical skills

AI/ML

Conversational AI

Design systems

Email marketing

Human computer interaction

LinkedIn writing

Budget management

Video editing

User research

Product roadmap

Optimizely

Ruby

SurveyMonkey

Tiktok

Trello

UserTesting

Youtube

Adobe Photoshop

Airtable

Balsamiq

Buffer

ChatGPT

Crazy Egg

Figma

GitHub

HTML

Intercom

InVision

Lucidchart

Mailchimp

Mixpanel

Adobe Creative Suite

Sketch

Mural

I lead a global UX team responsible for Google's support platform. These systems power the customer support experience for customers and support agents across Google's 200+ products. The support platform is among Google's most heavily trafficked properties, next to search and YouTube. We support billions of customers every month.

We are the first team at Google to leverage advanced LLM models in customer-facing products.

Led a multi-disciplinary design team of talented product designers, researchers, writers, brand designers, and design technologists across 4 different business units. We were responsible for strategy through to execution for Square's largest product.

First Round Angel Track is a community of established operators and founders looking to develop their skills and identities as early-stage investors.

Now 120 members strong, the community spans across the United States, bringing angels from some of tech’s leading companies into conversation with the founder community.

Led a multi-disciplinary team of designers and researchers, in support of Dropbox's core product offering. I also was a member of the leadership team responsible for developing an innovative new strategy, re-positioning Dropbox as a leader in collaboration and the future of work.

At UserTesting, I was responsible for defining a product vision and strategy which would achieve the goals of the business. We successfully navigated the transformation from being a single-product company to a multi-product platform. A platform that enables the world's largest and most customer-centric organizations to deliver great experiences through their digital products.

I developed (mostly from scratch) and led an organization of more than 30 amazingly talented product managers, designers, researchers, and data scientists. I mentored senior-level leaders in every function, to support teams of bright individuals where creativity, innovation, and sound decision making could thrive.

Through significant improvements to our product capabilities and overall user experience, we were able to increase adoption and engagement of our products which led to a 100%+ increase in revenue.

In 2017 alone, we expanded our portfolio of enterprise customers to include hundreds of companies across the retail, financial services, travel and hospitality, media and entertainment, and healthcare sectors—including Wayfair, Prudential, and USA Network. These customers were joining an all-star roster of enterprise brands already leveraging our platform, such as Intercontinental Hotels Group (IHG), Microsoft, and Walmart Canada.

Campaign Monitor is a simple and elegant email marketing software for business. More than 1.2 million people at 120,000 companies around the world love Campaign Monitor for our easy and beautiful user experience, pixel-perfect design, and 24/7 global support.

While at Campaign Monitor, we more than doubled in size while our customer growth rate and bookings growth rate grew exponentially. I recruited for and built up our product management and product design teams in both the San Francisco and Sydney offices. I introduced the concept of customer development in the form of multiple customer interviews every week by every product team. I drove an emphasis on evidence-led product decisions supported by an aggressive and collaborative product discovery process. For every project we undertook, the team had a clear understanding of the problem they were meant to solve and the measures they'd use to evaluate its success, from the very beginning.

The collection of products and features created by my teams resulted in the re-launch of the "All-New Campaign Monitor." This release received raving reviews from customers and press alike and was the largest, most successful product launch in the history of the company.

Led small teams of forward-thinking designers, prototypers, and user researchers to experiment with an enterprise-scale product design process that elegantly combines design thinking with a scientific method. Ran rapid, iterative experiments and evolved product experiences based on qualitative/quantitative evidence directly from customers. Took on high-risk problems with many unknowns and drove rigorous testing to discover product solutions that were not only beautiful, but also desirable by our customers, feasible to build, and valuable to corporate strategy.

Key Highlights:
Led multiple teams to discover new products using rapid, evidence-driven product design methods.

After the acquisition of Assistly by Salesforce, the product was re-branded as Desk.com, but much of the product and operational structure remained intact. With Desk.com, I was responsible for scaling out a strong group of product and UX leaders, setting the product strategy, and crafting a lean process that allowed us to quickly discover the right products to build for our customers while minimizing risk and uncertainty.

During this time, my team more than tripled in size while our customer base exploded well beyond 10x. I established well-defined roles and processes for both product management and UX and fostered an environment where both parts worked in close collaboration with each other to create valuable and beautiful products. All of this was made possible by teaching best practices which valued design thinking, experimentation, evidence-led decision making, and direct customer interaction above everything else. The output of my team resulted in measurable improvement to customer acquisition, engagement, conversion, and overall satisfaction. The products were recognized as innovative by our customers, our colleagues, and our peers.

I recruited key talent and formed the front-end engineering group as a separate and distinct practice outside of the general engineering organization, which ultimately led to higher quality code, and much closer collaboration with the UX group, which in turn led to a dramatic improvement in the quality of the product's user experience. While leading this group, we set forth a technology strategy that led to a significant reinvention of our entire product suite.

I was also a driving force behind the adoption of Agile software development methodologies, which helped to increase the speed and consistency of our engineering practices without losing the agility inherent in our startup roots.

Chris Abad🇺🇸

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