Heather René Wilson

//HEATHER RENE' WILSON USER EXPERIENCE RESEARCH | SERVICE DESIGN Leading empathetic UX research and service design for startups and nonprofits working on projects and services improving health and well-being challenges in digital and physical spaces. //SKILLS User Research User Personas User Journey Mapping Usability Testing User Interviews Customer Insights User-Centered Design Lean Six Sigma Design Thinking Methodology Quality Assurance Root Cause Analysis Project Management //EXPERIENCE BHR Design USER EXPERIENCE RESEARCHER AND SERVICE DESIGNER - JANUARY 2017 TO PRESENT Provide UX Strategy, UX Research and Service Design services to facilitate user-centered designs. Identify user needs and design considerations for software, product and services companies using interviews, usability testing, journey mapping, and developing user personas. Deliver insights based on research to inform development and design considerations. Inner Enthusiasm Consulting OWNER, PRINCIPAL BUSINESS DEVELOPMENT CONSULTANT - MAY 2010 TO PRESENT Develop business management systems, processes, and procedures for small businesses and non-profit organizations. Provide training and facilitate continuous improvement projects to increase organization productivity, profit, and ensure efficient utilization of resources. Consult with business owners on continuous improvement tools (Six Sigma, Lean), technology solutions, and successful Fortune 500 profitability tactics. Air Liquide USA LEAN SIX SIGMA MASTER BLACK BELT - OCTOBER 2015 TO DECEMBER 2016 Lead implementation of Lean Six Sigma methodology cross-departmentally. Train and mentor new continuous improvement practitioners. Identify customer needs and address identified issues through improvement projects. GE Oil & Gas LEAN SIX SIGMA BLACK BELT - JANUARY 2013 TO SEPTEMBER 2014 Lead process improvement projects addressing quality, productivity, and cost reduction. Provide training and mentorship to increase Lean Six Sigma knowledge and application within all business functions. Establish and maintain a continuous improvement culture. Delivered $2.5MM+ in savings and productivity improvements. QUALITY ASSURANCE AND ISO CERTIFICATION MANAGER - MAY 2008 TO MAY 2010 Perform quality auditing of quality management systems throughout the business. Write and implement procedures to support process improvement initiatives. Work with all business functions to identify business improvement solutions and implement corrective action. Developed quality assurance metrics to simplify the monthly and quarterly reporting process. Vetco Gray QUALITY ENGINEERING TEAM LEAD - AUGUST 2006 TO MAY 2008 Lead Quality Engineering team efforts to improve Product Engineering output quality. Capture and measure key metrics for cost of poor quality (COPQ), on-time delivery (OTD), and first-pass yield (FPY). Define global quality engineering function requirements and responsibilities. Praxair Surface Technologies OILFIELD INDUSTRY SPECIALIST - JANUARY 2005 TO MAY 2006 Maintain customer base for oilfield industry territory in Southwest region. Ensure customer requirements are met in the areas of service, quality, delivery, and pricing. Grow territory to include new applications and new customers. Kimberly-Clark Corporation PROCESS ENGINEER - MARCH 2002 TO MAY 2004 Initiate, design, develop, and optimize manufacturing and support processes. Improve process capability to deliver a reduction in defects and variability. TEAM LEADER – DECEMBER 2000 TO MARCH 2002 Provide leadership and management support for all facility functions on a shift team of ~300 employees. Accountable for safety, quality, cost, and employee relations. Functional areas include operations, maintenance, quality assurance, and materials handling. Support quality system deployment. Milliken & Company PROCESS IMPROVEMENT ENGINEER - NOVEMBER 1999 TO DECEMBER 2000 Manage quality and productivity of 25 knitting machines in two departments. Lead activities in the areas of quality, safety, and cost reduction. //EDUCATION B.S. Industrial and Systems Engineering, Georgia Institute of Technology, August 1999 B.S. General Engineering, Spelman College, May 1997 //PROFESSIONAL CERTIFICATIONS Certified Quality Engineer – American Society for Quality (ASQ) Certified Six Sigma Green Belt (GE) Certified Lean Six Sigma Black Belt (GE)