Brand: Experian
Role: Content Strategy Manager
​
I was hired as a writer in Experian's CRM department, penning emails mostly. Then I moved to E-Commerce as part of the CX team, after earning a more centralized position with the creation of a CX voice and tone guide. The guide was successful in improving NPS and CSAT. I was promoted to Content Strategy Manager; I hired and led a team of 3 to design content strategy for all customer touch points.
​
What I'm most proud of: Creating the CX voice + tone guide, a massive undertaking in such a large company.
​
If you're reading this on mobile, tap the images and they should pop up for an easier read.
​
Work:
​
This was a test done on the homepage, using the top marquee copy I wrote that's the best-performing in site history.
Bill Negotiator was a pilot project, for which I designed the entire content strategy based on our guide.
A sales page I wrote for our identity theft protection product.
This was a test done on the homepage, using the top marquee copy I wrote that's the best-performing in site history.