Leadership
Building and Scaling a High-Impact Experience Team
Emily established and led Acquia’s first Service Design and UX Research teams, mentoring professionals across design, strategy, and content. Her leadership not only embedded human-centered practices into the business but also contributed to a 4.7/5.0 G2 satisfaction rating—ensuring both employee success and exceptional customer outcomes.
Case Study 4: Leadership
Title: Building and Leading High-Impact Experience Teams
Company: Acquia & Widen Enterprise
Role: Manager, Service Design | Manager, UX Research & Content Strategy
Challenge: Establishing and scaling a high-performing experience team capable of designing intentional, outcome-driven services.
Approach:
- Founded the Service Design practice and scaled teams focused on research, content, and design strategy.
- Mentored 10+ team members across roles, empowering them to align research insights with business goals.
- Facilitated executive alignment through stakeholder interviews, customer workshops, and strategic planning.
Results:
- Embedded human-centered design into company culture and product strategy.
- Delivered CX improvements that contributed to a 4.7/5.0 G2 Crowd rating.
- Improved onboarding, support, and knowledge-sharing systems, boosting CSAT and reducing time-to-value.