Paul Johnson

Ensure an above-and-beyond experience is delivered to customers through phone, email, and live chat

• Communicate customer feedback to all areas of the business, including technology, marketing, design and product
• Benchmark Warby Parker customer experience team against other companies' customer experience teams
• Create new ways to improve service, streamline processes, and better serve customers
• Mentor new associates to aid in their growth in the position
• Present on best practices at departmental meetings as well as trainings for new hires

Assist in the development of 1-2 email marketing campaigns a week using Movable Ink and deploying emails using Exact Target

• Segment customers to optimize open-rate for email campaigns, pulling lists for email sends in Looker
• Think creatively about new email concepts to explore

Assist and collaborate with an agile, innovative team

• Schedule, coordinate, and conduct user testing and document ways to improve usability
• Organize and analyze data

Research, develop, and document ways to improve conversion and website usability

• Update and implement web-tracking analytics using Google Tag Manager and Google Analytics
• Develop A/B Tests to measure the effectiveness of new website features and changes using Optimizely and Google Tag Manager
• QA new collection landing pages for data optimization, examining code and execution of code in various environments
• Collaborate with multiple functional groups such as web analytics, UX design, front-end development and product management/business analyst teams to successfully launch website features

Work closely with engineers and stakeholders to test new features for an ever-evolving, custom point-of-sale and customer relationship management systems

• Create and execute a quality assurance testing plan
• Report and set priority levels for issues

Maintain a consistent, high-quality web and mobile experience

• Develop and launch internal beta test using TestFlight and Instabug for the launch of Warby Parker’s first iOS app, rated one of Apple’s 10 Best Apps of 2016
• Identify and document areas in which the site quality suffers (bugs, typos, etc.) in JIRA

Analyze qualitative feedback from monthly NPS (Net Promoter Score) survey results

• Code survey responses into categories and themes, identifying and communicating trends
• Respond to addressable detractors and extreme promoters

Connected youth and adults aged 16-21 with programming, resources, and financial assistance to obtain their High School Equivalency Diploma

• Developed relationship with local business and established employment for participants in the program
• Worked closely with the Executive Director, managing multiple, concurrent projects
• Improved and executed project process to ensure the project ran smoothly

Aided in the marketing of an accounting start-up, with the vision to empower all small business owners professionals by providing professional and affordable outsourced accounting services.

• Created brochures to communicate services to potential clients
• Developed bundled services plans and pricing structures

Minors: Informatics; Human-Centered Computing

Honors: IU Prestige Scholarship, E. H. Kilbourne Scholarship, Kelley Direct Admission

Studied retail and international marketing at globally-oriented business school