Resume | Charla Myers
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| resume_charla_myers_uxwcsft.pdf |
Professional Experience
OVERVIEW
User experience (UX) expert with broad-based marketing and technical skills to shape and sharpen stories into human-centered solutions for the finance, tech, entertainment, media, and travel industries.
Influential communicator able to gain buy-in around bold ideas from all organizational levels and stakeholders.
For freelance clients, delivered content for products, presentations, and pitch decks, working with Fortune 1000 companies as well as start-ups, such as: Liquidnet, Ray Super Remote, Metechi, Pellucid, and Whistler.
City National Bank / Apex Systems | Los Angeles, 2019–2020
Lead UX Writer / Team Lead
Elastic | Mountain View, 2017–2018
Content Strategist / Copywriter
Halton Pardee + Partners | Los Angeles, 2016–2017
Client Experience Lead
Lead UX Writer / Lead Content Strategist
Viking Ocean Cruises / Phenomenon | Los Angeles, 2012–2013
Lead UX Writer / Lead Content Strategist
LG / Publicis Modem | New York, 2013–2016
Lead Content Strategist
Early Career: Associate Creative Director with Digitas in New York; Producer / Senior Engagement Manager with Organic in both San Francisco and New York; Communications Director for Amalgamated Bank’s Trust & Institutional Investments division; plus, Editorial Producer / Copywriter at Good Company in San Francisco. ED
User experience (UX) expert with broad-based marketing and technical skills to shape and sharpen stories into human-centered solutions for the finance, tech, entertainment, media, and travel industries.
Influential communicator able to gain buy-in around bold ideas from all organizational levels and stakeholders.
For freelance clients, delivered content for products, presentations, and pitch decks, working with Fortune 1000 companies as well as start-ups, such as: Liquidnet, Ray Super Remote, Metechi, Pellucid, and Whistler.
City National Bank / Apex Systems | Los Angeles, 2019–2020
Lead UX Writer / Team Lead
- Served as interim team manager—oversaw daily operations, plus managed 9 employees and contractors.
- Managed projects from needs assessment to implementation as well as identified opportunities, established priorities, secured resources, and collaborated with stakeholders.
- Created content and user journeys for 53 features in 15 weeks as the sole UX writer for new native app.
- Established new voice, tone, language, and style to be implemented for all post-auth digital initiatives.
- Led cross-functional design thinking frameworks to ensure user-centered design was at the core of products.
- Defined user-flows and prototyped new features with Lead UX Designer each sprint, then collaborated with UX Researcher for testing.
- Ensured consistent UX nomenclature and interface copy, plus collaborated with designers, research, and insights teams to develop user flows and solve UI challenges.
- Wrote research protocols and surveys, plus synthesized results into strategic reports.
- Developed strong relationships with large Legal and Compliance teams to gain content approval and made sure required copy was understandable to everyday people.
- Crafted marketing materials for App Store and Google Play, plus developed internal education resources.
Elastic | Mountain View, 2017–2018
Content Strategist / Copywriter
- Developed B2B content in a variety of formats with subject matter that ranged from editorial to technical.
- Fulfilled KPI of 25% increase in employment applications by creating content focused on company culture.
- Designed content strategy for global employee handbook (100+ page document).
- Worked 100% remote, collaborating daily with Marketing, Engineering, and HR teams across the world.
Halton Pardee + Partners | Los Angeles, 2016–2017
Client Experience Lead
- Boosted staff retention by 35% through quantitative and qualitative analysis—this led to operational improvements for the sales team and reduction of CRM workflow by over 50 steps.
- Developed systems, standards, and workflows to improve cross-functional collaboration.
- Wrote all B2C automated and lifecycle emails for customer acquisition, conversion, growth, and loyalty— communicating benefits, sales process, and company’s value proposition.
- Introduced and wrote inbound email campaign, achieving 44% open and 6% click-through rates in first six months.
- Created materials and conducted weekly CRM training for 35 sales agents.
Lead UX Writer / Lead Content Strategist
- Developed editorial style, voice, tone, and all content for launch of 8 mobile and desktop products—content ranged from product naming and strategy decks to UI copy and training guides.
- Mapped data dictionaries and system responses for a robust Warner/Chappell product—$1.5B in transactions annually—plus created content strategy, UI labels and text, plus training materials for each set of features.
- Acted as voice of the customer to define features and shape development of wireframes and visual design for an in-house social dashboard featuring single sign-on (SSO) user-flow for connecting to all WMG apps.
- Led development and implementation for Helpdesk app of self-serve solutions: KPI results showed reduction of IT requests by 25%, plus performed day-to-day project management across internal teams.
- Worked 100% remote for the New York team, plus partnered with London and Kiev colleagues and vendors.
Viking Ocean Cruises / Phenomenon | Los Angeles, 2012–2013
Lead UX Writer / Lead Content Strategist
- Launched Viking Ocean Cruises: a $5mm global initiative for a new “affordable luxury” brand.
- Collaborated daily with Lead UX Designer on mental model, experience map, UX strategy, and wireframes for all digital initiatives.
- Determined the brand voice and content strategy across all editorial—catalog, website, video, email, and apps.
- Developed content taxonomy for all cruise options (2600+ entries), plus created 127-page messaging plan to ensure continuity across all materials.
- Created editorial calendar to highlight exciting destinations for different times of year.
- Managed and provided creative direction to freelance copy team.
LG / Publicis Modem | New York, 2013–2016
Lead Content Strategist
- Increased post-purchase engagement via rolling editorial calendar for product education—surveys showed an 8% increase in customer satisfaction.
- Revised technical user manuals to be more step-by-step for a more simple and friendlier experience.
- Conducted audit of 1000+ page website and prioritized elements that informed the overall creative strategy.
- Provided creative direction and project management to internal copy team.
- Developed personas, created messaging plans, and worked collaboratively with designers to define UI features.
Early Career: Associate Creative Director with Digitas in New York; Producer / Senior Engagement Manager with Organic in both San Francisco and New York; Communications Director for Amalgamated Bank’s Trust & Institutional Investments division; plus, Editorial Producer / Copywriter at Good Company in San Francisco. ED
Skills
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User Experience & Content Capabilities
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Marketing Experience
Working Competencies
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Education
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University of Southern California,
Viterbi School of Engineering Certificate in Data Analytics Boston University, College of Communication Bachelor of Science in Broadcasting + Film |
Workshop Participant
Volunteer Projects
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Clients + Agencies
Working on significant projects in a variety of industries helped me learn the fundamentals for many businesses.
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Clients
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Agencies
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