I'm a detail-driven UX professional with strong experience bridging customer support, product, and marketing teams to improve user experience, retention, and brand trust. I translate user pain points into actionable insights, produce clear UX documentation, and deliver thoughtful, on-brand digital communication across global platforms. I bring hands-on UX research from customer feedback and moderation, plus content strategy and social media moderation. I collaborate with creative and marketing teams to craft empathetic responses and design decisions that reduce churn and boost engagement.…

emercarey

I'm a detail-driven UX professional with strong experience bridging customer support, product, and marketing teams to improve user experience, retention, and brand trust. I translate user pain points into actionable insights, produce clear UX documentation, and deliver thoughtful, on-brand digital communication across global platforms. I bring hands-on UX research from customer feedback and moderation, plus content strategy and social media moderation. I collaborate with creative and marketing teams to craft empathetic responses and design decisions that reduce churn and boost engagement.…

Available to hire

I’m a detail-driven UX professional with strong experience bridging customer support, product, and marketing teams to improve user experience, retention, and brand trust. I translate user pain points into actionable insights, produce clear UX documentation, and deliver thoughtful, on-brand digital communication across global platforms.

I bring hands-on UX research from customer feedback and moderation, plus content strategy and social media moderation. I collaborate with creative and marketing teams to craft empathetic responses and design decisions that reduce churn and boost engagement.

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Language

English
Fluent
Japanese
Advanced
Spanish; Castilian
Intermediate

Work Experience

Social Media Specialist & Moderator at Nelson Financial Services
September 1, 2025 - Present
Provide end-to-end social media moderation across multiple global life-insurance brands, ensuring tone of voice and brand consistency. Produce regular insight and sentiment reports for the marketing and leadership teams, identifying recurring customer themes and reputational risks. Conduct UX research from moderation and customer-feedback perspectives, highlighting friction points across digital journeys. Collaborate with the creative marketing team to craft high-quality, empathetic responses on Trustpilot and Feefo. Manage social media engagement, escalating complex cases and contributing to ongoing improvement of response frameworks and guidelines.
UX Researcher & Customer Support Specialist at Air DNA
May 1, 2023 - May 1, 2025
Acted as a key connector between Customer Support and Product, embedding UX research into day-to-day support workflows. Conducted qualitative UX research using customer conversations, support tickets, demos, and training sessions to identify usability issues. Delivered structured feedback, insights, and pain-point analysis directly to the Director of Product and product teams. Supported customers via demos, webinars, live chat, email, phone, and onboarding sessions, ensuring a high-quality user experience. Contributed to product improvements that reduced churn and increased customer retention through user-centered design decisions.
Social Media Specialist & Moderator at Bumble (Remote)
September 1, 2020 - March 1, 2023
Delivered content writing, digital copywriting, and UX-informed microcopy across social platforms. Conducted UX research through social listening, moderation insights, and user behavior analysis. Managed customer support and technical queries through social channels, including billing and account issues. Provided dating advice, safety guidance, and FAQ support while maintaining brand voice and safeguarding policies. Supported advertising environments on Facebook and Instagram.
Guest Relations Consultant at Hostmaker
March 1, 2019 - April 1, 2020
Managed guest check-ins, check-outs, and end-to-end operational coordination for the London market. Coordinated housekeeping, maintenance, deliveries, and property readiness. Acted as the primary point of contact for guests, resolving issues quickly to maintain high satisfaction scores. Provided operational support to property owners, ensuring smooth property management.
ESL Language Teacher at I am ESL (Freelance)
April 1, 2020 - April 1, 2023
Delivered tailored English lessons to students in Japan across all age groups, from elementary to doctoral level. Applied Communicative Language Teaching (CLT) to support language fluency and confidence. Designed customized lesson plans aligned to individual learning goals and cultural contexts.

Education

Professional Diploma in UX Design at UX Design Institute (Remote)
January 1, 2022 - January 1, 2023
CELTA Diploma at Swan English Language Training School, Dublin
April 1, 2017 - May 1, 2017
Diploma in Japanese Language & Cultural Studies at Soka University, Tokyo
April 1, 2013 - April 1, 2014

Qualifications

CELTA Diploma
April 1, 2017 - May 1, 2017
Professional Diploma in UX Design
January 1, 2022 - January 1, 2023

Industry Experience

Software & Internet, Media & Entertainment, Education, Travel & Hospitality, Professional Services
    paper Case study - 2 month content strategy road map
    A 2-month road map for a digestive health app, including strategy for all social media channels, a 4 week content plan for Instagram, a subscription model…
    paper Portfolio
    A portfolio containing UX research, UX design projects…
    paper 4 week content plan
    A 4-week content plan for a digestive health app on Instagram to keep millennials and GenX engaged and informed about a device that can improve your gut health.…