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Resume  | Charla Myers

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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
  • 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.

Warner Music Group | New York + Los Angeles, 2013–2016                         
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

User Experience & Content Capabilities
  • UX Writing: Taxonomy Development & Navigation
  • User Journeys & Task Flows
  • Form design & Instructions
  • Content Audits & Analysis
  • UX Research, Testing, & Synthesis
  • Requirements Gathering
  • Competitive & Trend Analysis
  • Editorial Calendars
  • Style Guides ​
Marketing Experience
  • Copywriting
  • Product Naming
  • Branded Content Articles
  • Email Campaign Development
  • Creative Development & Direction
 
Working Competencies 
  • Confluence, JIRA, and GitHub
  • Agile & Waterfall processes


​Education

​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
  • Drucker Institute un/workshop
  • SPIN Workshop
  • Digitas’ Management Training Program
  • Upright Citizen’s Brigade, Improv: Level 1

Volunteer Projects
  • The Secret City, Board Member | 2019
  • DataConLA, Volunteer |  2019–present


​Clients + Agencies

Working on significant projects in a variety of industries helped me learn the fundamentals for many businesses.
Clients
  • American Express
  • Bausch + Lomb
  • Chase
  • City National Bank
  • Creative Artists Agency (CAA)
  • francesca's
  • Freedom Debt Relief
  • Hearst Interactive Media
  • Impact Radius
  • LG​
  • Liquidnet
  • Men's Warehouse
  • NBC Local Media
  • Paige USA
  • Pellucid
  • Philips TV
  • Prudential
  • Publicis-Modem
  • Ray Super Remote
  • Roots & Wings
  • SEIU-32BJ
  • Time Warner
  • Toyota
  • Viking Ocean Cruises
  • Warner Music Group (WMG)
Agencies
  • Dentsu
  • G2
  • Grey Worldwide
  • HUGE
  • PHENOMENON
  • Ogilvy
  • Organic
  • Publicis-Modem
  • Siegel + Gale
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