Resume/CV
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.
See Experience Deliverables >
See Experience Deliverables >
| resume_charla_myers_ux.pdf |
WORK EXPERIENCE
Freelance
Experience Lead | Focused on User Experience + Content Strategy + Branding
Los Angeles
2011–2019
Elastic
Content Designer | Focused on Company Culture + Product Marketing
Los Angeles
2017–2018
Halton Pardee + Partners
Director of Client Experience | Focused on Business Strategy + Internal Process + Company Culture
Los Angeles
2016–2017
Lead Content Strategist + UX Writer | Focused on Product Development + Brand Creation (Freelance)
Los Angeles
2013–2016
Viking Ocean Cruises / Phenomenon
Lead Content Strategist + UX Writer | Focused on Content Development (Freelance)
Los Angeles
2012–2013
LG / Publicis Modem
Lead Content Strategist + UX Writer | Focused on Customer Engagement (Freelance)
New York
2010–2011
Grey Worldwide
Creative Director | Focused on Creative Strategy + Team Management
New York
2008–2009
Digitas
Associate Creative Director | Focused on Creative Strategy + Team Management
New York
2005–2008
Early Career: 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
Expertise
Working Familiarity
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
Personal Projects
CLIENTS + AGENCIES
Working on significant projects in a variety of industries helped me learn the fundamentals for many businesses.
Clients:
Agencies:
Freelance
Experience Lead | Focused on User Experience + Content Strategy + Branding
Los Angeles
2011–2019
- 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.
Elastic
Content Designer | 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
Director of Client Experience | 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.
Lead Content Strategist + UX Writer | Focused on Product Development + Brand Creation (Freelance)
Los Angeles
2013–2016
- 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
Lead Content Strategist + UX Writer | Focused on Content Development (Freelance)
Los Angeles
2012–2013
- 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
Lead Content Strategist + UX Writer | 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.
Grey Worldwide
Creative Director | Focused on Creative Strategy + Team Management
New York
2008–2009
- Led B2C creative initiatives for accounts including E*Trade, Playtex (infant care), Lilly (Evista), Purolator (oil filters), Pantene, and Penguin Books, while managing 12+ direct reports.
- Defined the increasingly important role of digital within the agency’s framework—steering overall strategy, vision, and features for all of the agency’s digital projects.
- Drove video and chatbot innovation aimed at increasing patient engagement for a pharmaceutical brand, while managing features with a strict concern for industry compliance.
Digitas
Associate Creative Director | Focused on Creative Strategy + Team Management
New York
2005–2008
- Produced digital solutions for a variety of American Express B2C and B2B properties such as Personal Cards, OPEN, and Labs, while ensuring consistency across brand, marketing, and product.
- Steered the vision of a one-year, $1MM 3-D immersive video project—defined strategy, employed the voice-of-the-user, aligned business requirements, established features, developed creative, managed internal teams, vetted and hired outside development team, plus teamed with producer on all aspects of on-set production.
- Pioneered first mobile architecture for AmericanExpress.com (pre-smartphone era).
- Improved user-flow of a card selector/comparison tool; guided requirements gathering and prototyping process, supervising a team of five writers. Delivered the content solution within a six-week timeline, which went on to gain client buy-in and approval from every personal and business card team.
- Managed 7 copywriters and allocated all departmental content resources across 20+ projects each week.
- Won 2007 “Spark Award” for my ability to build confidence and inspire the best work in colleagues.
- Created a twice-monthly mentoring program for junior copywriters and designers.
Early Career: 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
Expertise
- Content Strategy + User Experience
- Research + Requirements Gathering
- Competitive + Trend Analysis
- Process Improvement + Resource Allocation
- Surveys + Focus Group Development
- Presentation + Workshop Design
- Team & Relationship Building
- Timelines, Roadmaps, + Strategic Planning
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, current Board Member
- 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