CHARLA MYERS
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Discover the most common ways I help businesses focus on experience objectives—from the development of a UX Strategy and Marketing Plan to the creation of Product Naming and an Editorial Calendar—that bring forth the desired audience action. 
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WORK EXPERIENCE
Freelance
Experience Lead  | Focused on User Experience + Content Strategy + Branding
Los Angeles
2011–2020
  • For freelance clients, I delivered experiences that balanced strategy with customer engagement.
  • In addition to Fortune 1000 clients, I developed projects for start-ups, such as: Liquidnet, Ray Super Remote, and Pellucid. 

City National Bank 
Lead UX Writer + Team Leader | Focused on Mobile App + Team Process (Freelance) 
Los Angeles
2019–present
  • 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, and language to be implemented for all post-auth digital initiatives.
  • Led cross-functional design thinking exercises to ensure user-centered design was at the core of products.
  • Ensured consistent UX nomenclature and interface copy, plus collaborated with designers, research, and insights teams to develop user flows and solve UI challenges 
  • 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  
Content Strategist / Copywriter | Focused on Company Culture + Product Marketing 
Los Angeles
2017–2018
  • 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
Client Experience Lead | 
Focused on Business Strategy + Internal Process + Company Culture 
Los Angeles 
2016–2017
  • Boosted staff retention by 35% through quantitative and qualitative analysis—developed focus groups and surveys to gather data and insights—this led to operational improvements for the sales team and reduction of CRM workflow by 50+ steps.
  • Wrote all B2C automated and lifecycle emails for customer acquisition, conversion, growth, and loyalty—communicating benefits, sales process, and company’s value proposition in helping each step of the way.
  • Introduced and wrote inbound email campaign, achieving 44% open and 6% click-through rates in first six months.
  • Designed and implemented customer segmentation strategy to drive pre-purchase brand awareness through multi-year post-sale retention.
  • Developed brand and social media strategy with editorial direction for blog posts and videos.
  • Created materials and conducted weekly CRM training for 35 sales agents.

Warner Music Group                                 
Lead UX Writer + Content Strategist | Focused on Product Development + Brand Creation (Freelance)
Los Angeles                          
2013–2016
  • Developed all content for launch of 8 mobile and desktop products, from product naming to UX copy.
  • Mapped user behavior and system responses for a robust Warner/Chappell product—$1.5B in transactions annually—plus created content strategy, user interface text, and training materials for each set of 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%, 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                                 
Lead UX Writer + Content Strategist | Focused on Content Development (Freelance)    
Los Angeles                        
2012–2013
  • Launched Viking Ocean Cruises: a $5mm global initiative for a new “affordable luxury” brand.
  • 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                             
Lead Content Strategist | Focused on Customer Engagement (Freelance) 
New York                   
2010–2011
  • 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 at Digitas-NY, 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. 


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 Expertise
  • Copywriting
  • Product Naming
  • Branded Content Articles
  • Email Campaign Development
  • Creative Development & Direction

Working Familiarity 
  • Python (Py)
  • Javascript (JS)
  • Cascading Style Sheets (CSS)
  • Hypertext Markup Language (HTML)
  • Structured Query Language (SQL)
  • Tableau Dashboards
  • Confluence, JIRA, and Github
  • Agile + Waterfall Methodologies

EDUCATION    
University of Southern California, Viterbi School of Engineering
Certificate in Data Analytics
 
Boston University, College of Communication
Bachelor of Science in Broadcasting & Film              
 
California Association of Realtors; Los Angeles, CA
Real Estate Agent License

Workshop Participant
  • Drucker Institute un/workshop
  • SPIN Workshop
  • Digitas, Management Training Program
  • Upright Citizen’s Brigade, Improv

Personal Projects
  • The Secret City, Board Member 2019
  • Data Con LA, current Volunteer

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
  • Compact Media Group
  • Creative Artists Agency (CAA)
  • francesca’s
  • Flat Rate Moving
  • Freedom Debt Relief
  • Hearst Interactive Media
  • Impact Radius
  • LG
  • LAKANA
  • Liquidnet
  • Men’s Warehouse
  • NBC Local Media
  • Paige USA
  • Panadol
  • 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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