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I'm Fellina Grose, a certified UX/UI designer with a 15-year career in enterprise IT and 20+ years in user-facing service roles. I blend deep empathy for end users with proficiency in Figma and front-end fundamentals, including HTML. I excel at translating user frustration into intuitive design solutions and bridging business goals with technical implementation. I am relentlessly curious and dedicated to creating accessible, human-centered digital experiences. I lead cross-functional teams and advocate for end users, collaborating with internal technology groups and external vendors to maintain project goals during system improvements and outages.…I'm Fellina Grose, a certified UX/UI designer with a 15-year career in enterprise IT and 20+ years in user-facing service roles. I blend deep empathy for end users with proficiency in Figma and front-end fundamentals, including HTML. I excel at translating user frustration into intuitive design solutions and bridging business goals with technical implementation. I am relentlessly curious and dedicated to creating accessible, human-centered digital experiences. I lead cross-functional teams and advocate for end users, collaborating with internal technology groups and external vendors to maintain project goals during system improvements and outages.

Fellina Grose

UX Designer, UI Designer, Product Designer, +2

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I'm Fellina Grose, a certified UX/UI designer with a 15-year career in enterprise IT and 20+ years in user-facing service roles. I blend deep empathy for end users with proficiency in Figma and front-end fundamentals, including HTML. I excel at translating user frustration into intuitive design solutions and bridging business goals with technical implementation. I am relentlessly curious and dedicated to creating accessible, human-centered digital experiences. I lead cross-functional teams and advocate for end users, collaborating with internal technology groups and external vendors to maintain project goals during system improvements and outages.…I'm Fellina Grose, a certified UX/UI designer with a 15-year career in enterprise IT and 20+ years in user-facing service roles. I blend deep empathy for end users with proficiency in Figma and front-end fundamentals, including HTML. I excel at translating user frustration into intuitive design solutions and bridging business goals with technical implementation. I am relentlessly curious and dedicated to creating accessible, human-centered digital experiences. I lead cross-functional teams and advocate for end users, collaborating with internal technology groups and external vendors to maintain project goals during system improvements and outages.

Available to hire

I’m Fellina Grose, a certified UX/UI designer with a 15-year career in enterprise IT and 20+ years in user-facing service roles. I blend deep empathy for end users with proficiency in Figma and front-end fundamentals, including HTML. I excel at translating user frustration into intuitive design solutions and bridging business goals with technical implementation. I am relentlessly curious and dedicated to creating accessible, human-centered digital experiences.

I lead cross-functional teams and advocate for end users, collaborating with internal technology groups and external vendors to maintain project goals during system improvements and outages.

Skills

Experience Level

Expert

Expert

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Work Experience

End User Technology – Team Lead at Raymond James Financial

January 1, 2024 - Present

Monitor service metrics and user feedback trends to identify recurring pain points in enterprise software, recommending workflow enhancements to improve the employee experience. Coordinate cross-department responses during system outages and improvements, ensuring technical implementation aligns with the needs of the end-user. Lead weekly knowledge alignment initiatives, optimizing internal documentation and content hierarchy for enterprise software updates.

Technology Service Center Agent at Raymond James Financial

November 1, 2016 - January 1, 2024

Technical Translation: translated complex technical issues into clear, actionable guidance for non-technical users. Documentation: contributed to internal knowledge base updates based on real-world user interactions and common friction points.

Customer Advocacy & User Research

January 1, 2004 - December 31, 2016

Spent 12 years in high-volume, user-facing roles prior to transitioning into IT leadership; developed a 'Professional Empathy' framework and built a foundation in communication and conflict resolution to ensure calm, effective collaboration in fast-paced agency environments.