Meghana Gautam
🇳🇱 Amsterdam, Netherlands
✓ No visa sponsorship required
Professional Summary
UX Researcher and Service Designer with 6+ years of experience translating complex user behaviour into measurable product outcomes across Telecommunications, Enterprise Software, E-commerce, and Civic Tech. Proven track record of building research practices from the ground up, leading mixed-methods studies at scale, and driving cross-functional alignment. Directed research at Microsoft that increased product adoption by 22%; led journey redesign at Verizon that reduced support complaints by 20%. Skilled in behavioural analytics, statistical analysis, and stakeholder management. Based in Amsterdam on a partner visa — no sponsorship required.
Core Competencies
Mixed-Methods UX Research
Usability Testing
Heuristic Evaluation
Service Design & Blueprinting
Customer Journey Mapping
Behavioural Analytics
A/B Testing
Survey Design & Statistical Analysis
Stakeholder Management
Research Practice Building
Process Improvement
Cross-functional Facilitation
Figma & Prototyping
KPI Reporting & Dashboards
Work Experience
- Led end-to-end mixed-methods research on in-store kiosk adoption — conducted contextual in-person interviews and usability evaluations to identify friction in complex user flows, delivering recommendations that drove a complete interface redesign.
- Drove process improvements through behavioural analytics and journey redesign, resulting in a 20% reduction in technical support complaints within 12 months.
- Identified operational bottlenecks in customer-facing workflows; documented process improvements that reduced manual intervention and created scalable, repeatable support processes.
- Facilitated cross-functional alignment workshops across Sales, Marketing, and Operations on User-Centered Design and AI tool adoption — translating research insights into prioritised business actions.
- Directed a 7-month mixed-methods usability evaluation of enterprise account management tools with 50+ participants — integrating SUS, semi-structured interviews, and heuristic evaluation to diagnose adoption barriers.
- Integrated bi-weekly telemetry analysis via Microsoft Clarity (session recordings, heatmaps, funnel data) with qualitative findings, contributing to a 22% increase in product adoption.
- Aligned research findings with global business KPIs by partnering with Sales, Marketing, and Data Analytics teams through structured insight synthesis and stakeholder briefings.
- Sole research owner for a major consumer retail brand — diagnosed a 68% product page exit rate by triangulating user interviews with behavioural analytics (Hotjar), delivering strategic reports that redefined product display pages.
- Created low- and mid-fidelity wireframes in Figma to bridge research findings and design execution, reducing handoff friction with engineering teams.
- Built the organisation's first UX research practice from scratch — established recruitment pipelines, research templates, and reporting cadence for a non-technical organisation with diverse rural user segments.
- Designed user flows and interaction patterns for a native mobile app, with research-driven optimisation accelerating the app to 50,000+ installations within 3 months.
- Conducted sentiment and behavioural analysis using R for U.S. healthcare B2B providers (Client: TriZetto Provider Solutions) — navigating complex domain knowledge and time-pressured professional users.
- Streamlined customer query resolution processes through systematic analysis, delivering 100% on-time project completion throughout the engagement.
Community & Volunteering
Website Marketing & Re-platforming Collaborator
UX Camp Amsterdam · 2026
Partnering with the marketing team to re-platform and restyle a 17-page website using vibe coding tools, in preparation for the 10th-anniversary event on July 4th.
Core Event Coordinator & 2026 Mentorship Program Lead
Ladies that UX (LTUX) Amsterdam · 2025–present
Organising UX meetups and networking events, leading the 2026 Mentorship Programme, and fostering knowledge sharing across the Amsterdam UX community. Events include UX Design in the New Age of AI at Booking.com.
UX Mentor
ADPList · ongoing
Coaching early-career UX researchers on methods, portfolio development, and career growth.
Core Team Member
UXINDIA 2024
Education
M.Sc. in Cognitive Science
Indian Institute of Technology (IIT), Gandhinagar
2017 – 2019
B.A. in Social Sciences
Tata Institute of Social Sciences (TISS), Hyderabad
2014 – 2017
Skills & Tools
Research Methods
User Interviews, Moderated Usability Testing, Heuristic Evaluation, Survey Design, Diary Studies, Concept Testing, A/B Testing, Generative & Evaluative Research, Sentiment Analysis
Service Design
Customer Journey Mapping, Service Blueprints, Process Mapping, Root Cause Analysis, Stakeholder Workshops
Analytics & Data
Microsoft Clarity, Hotjar, Google Analytics, R, SPSS, Qualtrics, Dovetail, Telemetry Analysis, KPI Reporting
Design & Prototyping
Figma, Miro, FigJam, Wireframing, User Flows
Languages
English (fluent), Hindi (native), Dutch (currently learning)