Resume | Charla Myers
| resume_charla_myers_ux.pdf |
Professional Experience
OVERVIEW | New York + Los Angeles, 2011–2019
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, I delivered content for products, presentations, and pitch decks, working with Fortune 1000 clients as well as start-ups, such as: Liquidnet, Ray Super Remote, Metechi, Pellucid, and Whistler.
City National Bank | Los Angeles, 2019–2020
Lead UX Writer / Digital Strategist
Elastic | Los Angeles, 2017–2018
Content Strategist / Copywriter
Halton Pardee + Partners | Los Angeles, 2016–2017
Client Experience Lead
Lead UX Writer / Content Strategist
Viking Ocean Cruises / Phenomenon | Los Angeles, 2012–2013
Lead UX Writer / Content Strategist
LG / Publicis Modem | New York, 2013–2016
Lead UX Writer / 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, I delivered content for products, presentations, and pitch decks, working with Fortune 1000 clients as well as start-ups, such as: Liquidnet, Ray Super Remote, Metechi, Pellucid, and Whistler.
City National Bank | Los Angeles, 2019–2020
Lead UX Writer / Digital Strategist
- UX team leader through division restructuring, plus overseeing 8 people.
- Write all UX content for new, native mobile app—user flows, taxonomy, headlines, microcopy, instructional text, error messages—pioneering a new voice and tone to be used across all digital endeavors.
- Manage workflow and approvals with extensive Legal and Compliance teams.
- Collaborate with Product Managers to determine UX goals and requirements for app and website projects.
- Head development of interaction model, including in-depth stakeholder interviews and workshop facilitation.
- Developed bank’s overall digital strategy, including guiding principles.
- Updated digital style guide, plus managed the establishment of a formal design system.
- Researched, facilitated, and documented the creation of a new cross-department delivery process.
Elastic | Los Angeles, 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
- Wrote all B2C lifecycle emails for customer acquisition, conversion, growth, and loyalty segments.
- Introduced and wrote inbound email campaign, achieving 44% open and 6% click-through rates in first six months.
- Designed and implemented segmentation strategy, driving brand awareness and multiyear post-sale retention.
- Developed brand and social media strategy with editorial direction for blog posts and videos.
- Boosted staff retention by 35% through quantitative and qualitative analysis—developed focus groups and surveys to gather data and insights—this led to significant operational improvements.
- Created materials and conducted weekly CRM training for 35 sales agents.
Lead UX Writer / Content Strategist
- Developed all content deliverables for launch of 8 mobile and desktop product applications, from taxonomies and general UX copy to branding and internal marketing.
- Researched trends and best practices to implement globally for the business sorting through competing requirements as well as understanding international cultures.
- Mapped user behavior and system responses for a robust Warner/Chappell product—$1.5B in transactions annually—plus created content strategy, UX copy, and training materials to support each set of new features.
- Acted as voice of the customer to define features and shape development of 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%. 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 / Content Strategist
- Launched Viking Ocean Cruises, a $5mm global initiative of a new “affordable luxury” brand.
- Determined the brand voice and storytelling across all editorial content—catalog, website, video, and apps.
- Developed content taxonomy for all cruise options (2600+ entries), plus created 127-page messaging plan to ensure continuity across all materials.
- Managed and provided creative direction to freelance copy team.
LG / Publicis Modem | New York, 2013–2016
Lead UX Writer / Content Strategist
- Increased post-purchase engagement via delivery of a product education campaign highlighting key features, and benefits—surveys showed an 8% increase in customer satisfaction.
- Revised technical user manuals to be more step-by-step for an easy-to-use experience.
- Conducted audit of 1,000+ page website and prioritized elements that informed the overall creative strategy.
- Provided creative direction and project management to internal copy team.
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 Competencies
Working Familiarity
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Technology & Analysis Tools
Data Visualization Tools
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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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