Conner Spears
About
Conner Spears is from San Francisco Bay Area. Conner works in the following industries: "Internet", "Marketing & Advertising", "Higher Education", and "Market Research". Conner is currently Sr. Program Manager/Strategist, Customer Experience at Twitter, located in San Francisco Bay Area. Conner also works as Owner, Principal Researcher at Spears Experience Research, a job Conner has held since Aug 2016. In Conner's previous role as a Systems Architect at Lyft, Conner worked in San Francisco Bay Area until Jan 2020. Prior to joining Lyft, Conner was a Service Designer at Lyft and held the position of Service Designer at San Francisco Bay Area. Prior to that, Conner was a New Product Strategist, Customer Experience Lab at Google, based in Mountain View, CA from Feb 2016 to Feb 2017. Conner started working as Customer Experience Manager at xiQ, Inc. in Los Altos in Sep 2015. From Aug 2014 to Dec 2015, Conner was User Experience Research Assistant at Human Computer Interaction Lab, UCSC, based in University of California, Santa Cruz. Prior to that, Conner was a Program Manager at Demeter Seed Library, based in University of California, Santa Cruz from Jun 2013 to Feb 2015.
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Conner Spears's current jobs
Driving strategic efforts to find a balance between the needs of the business, operations, and users. - Leading CX strategy for new product & service offerings; including internal tooling needs, support channels and resources, and product/design collaboration - Partnering with Data Science to establish a foundational problem-area taxonomy and prioritization framework - Driving the continued expansion and framework for Twitter's VOC program through cross functional partnerships, data driven decisions, and elevation of user needs - Resident service designer: journey mapping, service blueprinting, and general systems evaluation
Market research, user research, and product strategy for startups, small businesses, and open source software. Occasionally, big companies too. Clients include: Pluralsight Paypal Family Dollar Bridgestone (Firestone) Kroger Colibri Group JUMP Killthebill r3bl And more...
Conner Spears's past jobs
Developing systems for scale - providing structure while maintaining nimbleness and flexibility. Building cross functional partnerships and processes to drive a strong customer experience from anywhere across the Lyft ecosystem.
Designed, researched, and built the support systems required for a company in hyper-growth mode. Led service design efforts across cross-functional team to launch multiple native help products Bridged gap between product and operations teams to achieve (previously undefined) quarterly objectives Worked alongside user research and data science for rapid iteration on new products - saw Support NPS increase +7% Drove roadmap and execution of new internal platform resulting in multiple product releases and +$400k saved in operational costs
Co-led creation, continued implementation of new user research initiative for unreleased Google My Business products. Part of the CX (Customer Experience) Lab at Google, which specializes in understanding and improving the entire customer journey. Conducted 100+ moderated user interviews and surveys, leading to product releases, additional larger pilot programs centered around our findings, and detailed insights for a variety of internal teams.
Worked closely with CEO and CMO to develop the user & customer experience. Optimized the company's website design and copy for web (conversions increased 70%), email and social media campaigns (social following increased +100% in our first month), and overall contributed to sales and marketing goals. Created user guides for enterprise clientele, resulting in increased time spent within the app (and a greater understanding of advanced functions).
Recruited participants, conducted qualitative and quantitative usability evaluations and A/B testing. Analyzed and coded research survey results. Assisted with prototype creation based on user feedback to support early release of experimental web application.
Curated public library of 100+ rare, heirloom seeds. Hosted public education workshops and events, applied for and received two separate $2.5k grants - resulting in funding for two part-time employees and one intern (previous year's budget only allowed one part-time employee). Intern was a direct report. Conducted usability tests and eventual redesign of internal catalog system (see below) after extensive persona creation, ethnographic field study, and one on one interviews with users. Now, instead of staring at a bland spreadsheet to see available varieties, users can browse through a pleasant interface. Demeterseedlibrary.org/demeter