Yo! I am Tha.
3358 Colville Avenue Hapeville, GA 30354 USA
(678) 270 8183 bthavin@gmail.com www.thavin.me
Portfolio Info Volume Year Projects Pages
02 2019 14 20
Projects Analysis Zipcode Stories Global Survey Child Well-Being Snapshots Sketchng Viz Options Fraud Quarterly Dashboard Content Opportunity Youth Data Snack Flight CX Newsletter Email Newsletter Customer First Podcast Strategy Insights Sharing Map Intelligence Center Customer Research Tool Kit Communications Customer Conversation Training Field Intelligence Pilot
MARKET RESEARCH AND INSIGHTS SHARING LEADER
678.270.8183
•
bthavin@gmail.com
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www.thavin.me
PROFILE
EX PE R IE NC E
MARKET RESEARCH & INSIGHTS PROFESSIONAL with 6 years of
Equifax - Customer Insights Sharing Leader, 2017-PRESENT
intelligence & research experience with special focus on the communication, sharing and activation of insights. Successful at turning data findings into insights and stories.
COMMUNICATOR & ANALYST who
transforms insights from field intelligence, win/loss, customer advisory boards, dreaming sessions and other research programs into story boards, dashboards, frameworks and other intelligence collateral. Adept at distilling complex data into knowledge snacks.
DESIGNER & STORYTELLER with over 10 years of creative experience from promotional campaigns to knowledge portal design. Visual communicator and sketching expert
SOFTWARE & SKILLS Research tools like Qualtrics and Sharpr
Visualization tools like Adobe Creative Suite (Illustrator, InDesign, PhotoShop and Dreamweaver), SharePoint and InVision Data science tools like Tableau, Microsoft BI and Advanced Excel
I influence business strategy by empowering leadership with findings, insights and stories that are relevant, surprising and creatively uncovered through various research methods
PROJECTS INCLUDE: Communications and Insights Sharing Strategy, SharePoint Repository, Field Intelligence, Competitive Baseline, Customer Advisory Boards, Customer First Podcast, Win-Loss Program, Product Research, Ideation and Global Consumer Purpose Responsible for development, execution and evolution of the insights sharing map and communications strategy Launched html email newsletter designed in Dreamweaver and Illustrator and responsible for creative production and content strategy Researched, planned and executed repository site on SharePoint for central storage of competitive and customer intelligence saving $40,800 annually Developed field intelligence collection and communication tool in SharePoint and Qualtrics for Sales to surface on the street intelligence Analyzed data from global consumer survey and turned findings into stories using infographics as primary delivery channel Created self-service kit for international teams to build baseline view of their country’s competitive landscape - competitive baseline kit included marimekko chart, competitor brief Designed and executed story-telling tactics for customer advisory boards through templates, image bank and html email invitations in Qualtrics Storyboarded and deployed internal research training to help customer service and call center employees to execute customer conversations Designed, curated and executed enterprise-wide customer experience newsletter in 3 languages reaching on 9,060 inboxes with 11% open rate and 4% read rate
United Way - Prospect Researcher, 2015-2017
Languages like Python, HTML, CSS and SQL
I empower sales and marketing teams with stories, insights and prospects discovered through research, surveys, data analysis, marketing automation & CRM mining
Marketing tools and databases like MailChimp, Ad$pend, Google Analytics, Click Dimensions, BoardEx, iWave, MS Dynamics CRM, Andar, Business Wise, Hoovers, Forrester and CEB
Responsible for qualifying and profiling business and individual prospects valued at $75.9MM
E D U C AT I O N
PROJECTS INCLUDED: Child Well-Being Index and Activation, Profiles, Phone Interviews Programmed and delivered person-to-person interviews to build testimonials bank Created Known Loss Identification and Data Append process for recovering $1.9MM Socialized RSVP event analysis by helping sales team to strengthen giving relationship valued at $42.5MM - 83% of business RSVPs were from existing campaigns
EMORY GOIZUETA BUSINESS SCHOOL
Analyzed and designed quarterly reporting channel for program outcomes
MBA in Marketing, 2014
RACETRAC- Design Program Manager, 2014-2015
GEORGIA INSTITUTE OF TECHNOLOGY COLLEGE OF DESIGN
I created research plans, wrote customer personae and designed a play book. I aligned the customer experience to evidence-based environment design
BS in Architecture Design, 2003
PROJECTS INCLUDED: Customer Intercepts, Merchandising Layout, Store Questionnaire
RECO GNI T I ON
Main Street Academy Communications Chair 2009 Public Sector Building Over $25MM East Point Housing Authority, Commissioner HKS Design Fellow and Southeast Chair
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HKS INC - Architectural Designer, 2007-2014 I designed environments, produced technical plans and coordinated regulatory, engineering and construction demands through building information modeling
PROJECTS INCLUDED: Gwinnett Braves Stadium, Emory University Hospital, Children’s Healthcare of Atlanta Egleston, Scottish Rite and Hugh Spalding Campuses, Northeast Georgia Health System Women and Children’s Center, Children’s of Alabama
Zipcode Stories
Global Survey Infographic
Child Well-Being Snapshots
Developing Narratives, Illustrator
Findings to Stories, Illustrator, Excel
Tableau Dashboard, InDesign
Pg. 04
Pg. 04
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Sketching Viz Options
Fraud Quarterly Dashboard
Opportunity Youth Data Snack
Hand Sketches
Tableau, Illustrator, Competitive Reporting
Teaser Statistic, Illustrator, Reporting
Pg. 07
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Pg. 08
Flight CX Newsletter
Email Newsletter
Customer First Podcast
Content Curation, Sourcing, InDesign
HTML/CSS, Lists, Email Campaign, Dreamweaver, Qualtrics
Interviews, SharePoint, Sourcing, InDesign
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Pg. 10
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Insights Sharing Map
Intelligence Center
Customer Research Tool Kit
Illustrator, Communications Strategy
Knowledge Portal, Sharepoint, Training
DIY Research
Pg. 13
Pg. 14-15
Customer Conversation Training
Field Intelligence Pilot
Presentation, Storyboarding
SharePoint, User Training, InDesign
Pg. 19
Pg. 20-21
Pg. 16-17
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Project: Zipcode stories Audience: Ambassadors Purpose: Build testimonial bank
Project: Quarterly dashboard Audience: Executive board Purpose: Reporting
Project: Global survey Audience: Chief Marketing Officer Purpose: Identify perceptions
Project: Fraud dashboard Audience: Fraud leaders Purpose: Identify competitive trends
Analysis I find intelligent people inadvertently confuse
these charts are the best delivery channels. My
audiences with information blasts. They confuse
design expertise informs the way I analyze data:
the boundary between leading and enabling
look for findings, connect the insights, identify
the audience. Example: a dashboard for field
themes and roll up with a story.
operators should look and act very differently than a dashboard for a sales executive. Each audience needs different information and has different tools with which to act. I work diligently to translate complex information into something digestible.
The following projects illustrate my ability to translate data into stories - be it census data for the Greater Atlanta region or responses from a global survey. From enabling to understand program outcomes in a snapshot to identifying competitive trends in the Fraud space, these
I think visually.
projects ask the audience to take a closer look at the data and challenge to make a decision.
I am driven to find the simple in my data. I can’t tell you exactly when a lollipop or a jitter plot is most useful. However, I can show you when
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Project: CX Newsletter Audience: Enterprise Purpose: Build CX culture
Project: Email newsletter Audience: Marketing Purpose: Share findings
Project: OY Graphic Audience: Starbucks Foundation Purpose: Reporting
Project: Customer Podcast Audience: Enterprise Purpose: Share how insights are activated
Content Deciphering the raw information hidden in data is my specialty. I can tease out findings in reports and amplify stories from analysts because I can explore, manipulate and interpret data. The data can range from an email newsletter campaign metrics to survey responses from an employer verification study. I know how to work with teams to build data-driven content that is relevant, surprising and timely. I think in stories. While database is a goldmine, content is the true currency because raw data needs to be refined. I refine data into stories with an array of tools - Tableau, Excel add-ons, Qualtrics, Microsoft BI, post-it notes, process mapping, etc. The tool varies, but the deliverable always leads to powerful and actionable conversations. The following projects illustrate my ability to generate, curate and amplify content - either by sharing best practices, dissementing verifiable intelligence or lifting the veil between insights and sales. From the call center representative who just had a difficult exchange with a customer to an account manager just leaving a sales meeting, these projects strive to improve the customer understanding by tackling the challenges of communication.
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Strategy Solutions are discovered when people get together and talk. When I listen to conversations in meetings, I am making connections among initiatives, stakeholders and data. For me, when I have a spark of idea, I must write it down, sketch it out and talk it through. I think iteratively. I have designed strategies to educate, inform and inspire people to discover findings, connect insights and share stories. In practice, this means I am creating a framework for raw information to become something snackable for the target audience. The following projects enable teams to develop strategies. From the product manager who needs a research plan to a sales leader who needs the latest insights, these projects leverage a range of skill sets: ideation, planning, research, and communication.
Project: Insights Sharing Map Audience: Marketing and Insights Purpose: Formalize sharing
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Project: Intelligence Center Audience: Vertical Leaders Purpose: Centralize BU research
Project: Customer Research Kit Audience: Product Managers Purpose: DIY research
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Communication No matter if I am preparing data for Tableau or designing a presentation for a customer advisory board, I find my ability to communicate with stakeholders is key to the success of an initiative.
content experts so I can identify what is noise and what is signal. In practice, this means challenging experts by distilling their expertise into a soundbyte, a graphic or a newsletter.
I work to communicate essential information while also delighting the audience (or user) to think of other possibilities.
The following projects improve communications for teams - either by sharing best practices, dissementing verifiable intelligence or lifting the
I think nonlinearly.
veil between insights and sales. From the call center representative who just had a difficult
I
have
designed
communication
delivery
channels for vastly different audiences and purposes. The channels are all designed to be scalable, intimate and relevant. I work with
Project: Customer Conversation Audience: Operations Purpose: Train ops on best practices
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exchange with a customer to an account manager just leaving a sales meeting, these projects strive to improve customer understanding by tackling the challenges of communication.
Project: Field Intelligence Audience: Sales Purpose: Collect intelligence
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© 2019 Tha Vin - All Rights Reser ved.