Employee Experience Strategist and Service Designer @ Self-Employed
Senior Manager, Methods and Tools @ SapientNitro
Manager, Internal Communications @ Sapient
MA, English, Creative Writing @
The University of New Mexico
Employee Experience Strategist and Service Designer @ Apply service design and UX methods to create great customer and employee experiences. Services include research, journey mapping, prototyping, UX design and development, training and social learning facilitation, strategic consulting, technology adoption, organizational development, and change management. Currently working with a global chemical manufacturer to enhance collaboration and increase innovation
Employee Experience Strategist and Service Designer @ Apply service design and UX methods to create great customer and employee experiences. Services include research, journey mapping, prototyping, UX design and development, training and social learning facilitation, strategic consulting, technology adoption, organizational development, and change management. Currently working with a global chemical manufacturer to enhance collaboration and increase innovation among employees in order to better serve customer needs. From 2015 to Present (less than a year) Senior Manager, Methods and Tools @ As service designer, experience strategist, and product manager, led global initiatives to improve the client and employee experience by creating efficient and effective internal products and services. Projects included:
Conducted multi-year redesign project for agency tools and processes resulting in increased efficiency, decreased onboarding time, improved findability, better team communication, and simplified client interactions for project teams. Included user research, journey maps, stakeholder workshops, prototype creation, package selection, training, and implementation.
Connected 15,000 people on a social collaboration platform to enable knowledge sharing, increase strategic and cultural alignment, and facilitate change initiatives. Led 8-person global agile development team as business strategist, product manager, and UX designer. Created 40+ communities of practice with 200-1,300 members. Reached 1,000-4,500 participants in internal social media campaigns to foster employee engagement.
Transformed hard-coded intranet into a dynamic news and policy engine with locally managed content. Cut publishing time by 90% and enabled self-service for dozens of internal processes. Created UX and content strategy for end users and content publishers, designed all supporting backstage policies and processes, and advised internal teams on communication strategies. Managed global cross-functional team of 7-11 people through multiple upgrades. Trained 100+ content stewards and oversaw migration of 20,000+ pages of content.
Publications and recognition:
Jive World presenter 2013: Engaging Leaders with Social. Named contributor to Nielsen Norman Group: Social Features on Intranets: Case Studies of Enterprise 2.0, 2nd Edition. Jive community awarded First Place in the Intranet category for the German HR Excellence Awards (2012). From April 2011 to 2015 (4 years) Manager, Internal Communications @ As Intranet manager, transformed Sapient’s static, hard-coded intranet to a dynamic, Web 2.0-enabled communication platform running on SharePoint. Designed custom features to enhance navigation and search for people, news, policies, and processes, resulting in increased productivity and compliance. Led a global cross-functional team of 7-11 people supporting and continuously improving the site to meet business needs and enhance the user experience.
Transitioned the organization from centralized publishing to a self-service, distributed model, allowing internal teams to create, post, and maintain their own content on the intranet. Developed intuitive, easily maintained templates, workflows, permissions, governance policies, and site structures. Migrated 20,000+ pages of content over two major upgrades. Provided training and support for 100+ content stewards.
Advised teams on intranet content strategies and communication plans for major change initiatives. Wrote and edited policies, procedures, and strategic communications. Initiatives included technology upgrades, mergers and acquisitions, performance management rollouts, and organizational restructuring. From December 2006 to March 2011 (4 years 4 months) Instructional Design Lead @ Designed robust learning experiences for managers and executives on leadership, performance measurement, sales, and business strategy. Worked with external consultants and senior executives to elicit best practices and methodologies on which to base training for Accenture Core schools. Successful leadership training program piloted for managers resulted in adapting and expanding it for senior managers and executives. From February 2005 to December 2006 (1 year 11 months) Writer and UX Designer @ Created engaging online experiences and marketing materials, including websites, newsletters, and white papers for local businesses. Primary focus was on designing interfaces for Palm Pilot applications used in early education centers for tracking student achievement. From April 2002 to February 2006 (3 years 11 months) Senior User Experience Designer @ Led creative teams of 2-8 people designing user experiences and creating content strategies for websites. Led client workshops and contributed to pitches and RFP responses. Projects included creating a mobile electronic docent for visitors to The Field Museum based on extensive ethnographic research. Received team Core Value Award in Creativity for work on Harley-Davidson pitch. From 2000 to 2002 (2 years) Manager Instructional Design and Development @ Designed rich, immersive, and game-based online learning experiences for Fortune 500 companies. Wrote and co-produced training content including audio voice-overs and videos. Conducted ethnographic research to establish learning needs. Pioneered the disciplines of business analysis, information architecture, and user testing at the company. Led project teams, managed client relationships, and trained and mentored instructional writers. From 1996 to 2000 (4 years) Graduate Teaching Assistant @ Graduate teaching assistant at the University of New Mexico English department. Taught undergraduate classes in composition, literature and creative writing. From September 1993 to May 1996 (2 years 9 months)
Master of Science (M.S.), Learning and Organizational Change @ Northwestern University From 2014 to 2017 MA, English, Creative Writing @ The University of New Mexico From 1993 to 1996 BA, English @ Rice UniversityFrench Language, Anthropology, Art @ University of California, Berkeley Nicole (Nikki) Bussard is skilled in: Community Management, Social Collaboration, Social Business Strategy, User Experience, Internal Communications, Change Management, Enterprise Collaboration, Technology Adoption, Instructional Design, Knowledge Management, Copywriting, Editing, Information Architecture, User-centered Design, Web Content Management
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