Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
ResearchAssistant
Frances Eida-Miles

Frances Eida-Miles

Senior User Research Manager
London,Greenwich

Summary

A proven skillset built over 24 years

I’ve gained the trust of experts and continue to develop my professional practice. My aim is to establish the true problem space so business & human needs are balanced.

  • User Research expert
  • Agency & people management
  • Conference speaker & Trainer

Overview

16
16

Years User Research practice

3
3

Research capabilities built from scratch

Work History

Senior Research Manager

Christie's
London
07.2022 - Current
  • Defining a strategic, business aligned UXR roadmap
  • Deep client insights to drive innovation & dev.
  • Built new capability & Stakeholder partnerships.
  • C-suite reporting from data into insights & actions.
  • Client-centric advocate (personas & journey maps).
  • Knowledge management, to pool siloed insights.
  • UI team training in UX with templates & guides
  • Qual: Set up a rolling User Research program.
  • Quant: Rolling market survey & NPS metrics
  • Managed projects with third party agency
  • Proactively found & negotiated improved CX.

User Research Manager

Ernst & Young (EY)
London
07.2019 - 04.2021
  • Built a research capability with complex content
  • Mentored a UI team in UX & Agile skills
  • Proactive & strategic research roadmap
  • Recruitment process & pool management

Lead User Researcher

Webcredible / Inviqa
London
05.2017 - 07.2019
  • Managed multiple projects & ran training.
  • Managed English & Swedish reporting.

Senior User Researcher

Nomensa
London
09.2015 - 05.2017
  • Led accounts: Nat.Trust, Virgin, LibertyGlobal, Sky
  • Researching emotive subjects with impaired users.
  • Requirements-gathering with c-suite stakeholders
  • Managed ResOps & a team of researchers.

Senior UX Designer & Lead Researcher

AnalogFolk
London
04.2014 - 09.2015
  • Introduced UX Research agency-wide accounts.
  • Insights led to 97% increase in conversion for HSBC.
  • Built solid relationships with clients & as UX mentor.

UX Designer (contract)

Whitbread | Hub Hotels
London
12.2013 - 04.2014
  • Real-world customer & digital experience
  • Validating & managing third-party output
  • Advocating & managing research into projects

UX Designer (contract)

Farfetch
London
05.2013 - 09.2013
  • In-store: Service Design & contextual inquiry.
  • Managed researrch across Porto & London.
  • Mapping back-end process with Tech.

UX Designer (contract)

Fluent Interaction
London
01.2013 - 05.2023
  • Research-led solutions to migrate content to mobile.
  • Brief insights & research-led to client & developers.

UX Designer & Lead Researcher

IG Group
London
02.2009 - 12.2012
  • Research Ops, plan, screen, recruit, book & run
  • Persona creation & stakeholder requirements

UX Designer

Yahoo!
London
11.2007 - 12.2008
  • User research, user story creation & content audits

Education

Bachelor of Arts - Visual Communication

Royal College of Art/ Ravensbourne
London
09.1993 - 07.2006

Skills

User Research management

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Accomplishments

Successful mentorship of neurodiverse Ravensbourne & Flat-Iron graduates. Especially one who succeeded at interview & has just been promoted at major company.

Timeline

Senior Research Manager

Christie's
07.2022 - Current

User Research Manager

Ernst & Young (EY)
07.2019 - 04.2021

Lead User Researcher

Webcredible / Inviqa
05.2017 - 07.2019

Senior User Researcher

Nomensa
09.2015 - 05.2017

Senior UX Designer & Lead Researcher

AnalogFolk
04.2014 - 09.2015

UX Designer (contract)

Whitbread | Hub Hotels
12.2013 - 04.2014

UX Designer (contract)

Farfetch
05.2013 - 09.2013

UX Designer (contract)

Fluent Interaction
01.2013 - 05.2023

UX Designer & Lead Researcher

IG Group
02.2009 - 12.2012

UX Designer

Yahoo!
11.2007 - 12.2008

Bachelor of Arts - Visual Communication

Royal College of Art/ Ravensbourne
09.1993 - 07.2006

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Frances Eida-MilesSenior User Research Manager