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I'm Jaclyn Ferguson, a senior UX Research & CRO consultant based in Mordialloc, Australia. Over 8 years, I've delivered enterprise-scale customer journey optimizations, most notably leading Country Road Group's largest research initiative to date. I translated insights into a prioritized multi-million-dollar roadmap that is currently being implemented across marketing, product, ecommerce, stores, and service channels. I'm known for rapid, evidence-based research, strategic prioritization, and building scalable, AI-enabled research and CRO systems that drive measurable revenue impact. I’ve established repeatable CRO governance, created AI-powered insight databases, and led app redesigns across multiple brands, delivering significant cost savings and conversion improvements.…I'm Jaclyn Ferguson, a senior UX Research & CRO consultant based in Mordialloc, Australia. Over 8 years, I've delivered enterprise-scale customer journey optimizations, most notably leading Country Road Group's largest research initiative to date. I translated insights into a prioritized multi-million-dollar roadmap that is currently being implemented across marketing, product, ecommerce, stores, and service channels. I'm known for rapid, evidence-based research, strategic prioritization, and building scalable, AI-enabled research and CRO systems that drive measurable revenue impact. I’ve established repeatable CRO governance, created AI-powered insight databases, and led app redesigns across multiple brands, delivering significant cost savings and conversion improvements.

Jaclyn Ferguson

Conversion Rate Optimization Expert, AI Prompt Engineer, UX Designer, +4

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I'm Jaclyn Ferguson, a senior UX Research & CRO consultant based in Mordialloc, Australia. Over 8 years, I've delivered enterprise-scale customer journey optimizations, most notably leading Country Road Group's largest research initiative to date. I translated insights into a prioritized multi-million-dollar roadmap that is currently being implemented across marketing, product, ecommerce, stores, and service channels. I'm known for rapid, evidence-based research, strategic prioritization, and building scalable, AI-enabled research and CRO systems that drive measurable revenue impact. I’ve established repeatable CRO governance, created AI-powered insight databases, and led app redesigns across multiple brands, delivering significant cost savings and conversion improvements.…I'm Jaclyn Ferguson, a senior UX Research & CRO consultant based in Mordialloc, Australia. Over 8 years, I've delivered enterprise-scale customer journey optimizations, most notably leading Country Road Group's largest research initiative to date. I translated insights into a prioritized multi-million-dollar roadmap that is currently being implemented across marketing, product, ecommerce, stores, and service channels. I'm known for rapid, evidence-based research, strategic prioritization, and building scalable, AI-enabled research and CRO systems that drive measurable revenue impact. I’ve established repeatable CRO governance, created AI-powered insight databases, and led app redesigns across multiple brands, delivering significant cost savings and conversion improvements.

Available to hire

I’m Jaclyn Ferguson, a senior UX Research & CRO consultant based in Mordialloc, Australia. Over 8 years, I’ve delivered enterprise-scale customer journey optimizations, most notably leading Country Road Group’s largest research initiative to date. I translated insights into a prioritized multi-million-dollar roadmap that is currently being implemented across marketing, product, ecommerce, stores, and service channels.

I’m known for rapid, evidence-based research, strategic prioritization, and building scalable, AI-enabled research and CRO systems that drive measurable revenue impact. I’ve established repeatable CRO governance, created AI-powered insight databases, and led app redesigns across multiple brands, delivering significant cost savings and conversion improvements.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Work Experience

UX Researcher at Country Road Group

November 1, 2022 - Present

Led the largest customer research initiative in Country Road Group’s history, delivering an end-to-end Customer Journey Review across marketing, branding, product, ecommerce, retail stores, delivery, click & collect, customer service, and NPS. Identified 450 friction points and defined the future-state journey. Authored the first long-term CX strategy projecting multi-million-dollar revenue uplift over 5 years, including a $55M product marketing strategy and an $111M ecommerce platform optimisation roadmap currently in implementation. Implemented 2-week agile CRO sprints, translating research insights into production improvements across app, mobile, and desktop. Documented and prioritised 77 ecommerce conversion recommendations using effort × impact × revenue modelling to drive incremental, compounding conversion growth. Created the first repeatable CRO strategy and governance framework; aligned designers, BAs and developers, eliminating ad-hoc testing. Built AI-enabled UX Research

Research Manager at SignOnSite

November 1, 2021 - November 1, 2022

Led and scaled research efforts for SignOnSite, including recruitment, interviews, usability testing, and synthesis; partnered with product, design and engineering to translate insights into roadmap priorities and measurable product improvements.

Consultant at Deloitte

November 1, 2019 - November 1, 2021

Contributed to client engagements with UX research planning, execution, and synthesis; delivered actionable recommendations to improve product experiences and customer journeys.

Account Manager at Apple

November 1, 2013 - November 1, 2019

Managed relationships and cross-functional coordination to support client needs and product initiatives within Apple accounts, driving alignment between marketing, product, and sales.

Senior UX Researcher at Country Road Group

November 1, 2022 - Present

Led Country Road Group's largest customer research initiative, delivering end-to-end Customer Journey Review across marketing, branding, product, ecommerce, stores, delivery, click & collect, customer service, and NPS. Identified 450 friction points and defined the future-state journey. Authored the first long-term CX strategy with multi-million-dollar uplift projections, including a $55M product marketing strategy and a $111M ecommerce platform optimization roadmap currently in implementation. Delivered seven-figure annual cost savings by shifting to shoppable, product-led digital marketing. Implemented 2-week agile CRO sprints and translated insights into production improvements across app, mobile, and desktop. Prioritized 77 ecommerce conversion recommendations using effort × impact × revenue modelling. Created the first repeatable CRO strategy and governance framework. Built the first AI-enabled UX Research and CRO databases in Confluence for querying validated insights and exper