Emer Carey

Provide end-to-end social media moderation across multiple global life-insurance brands, ensuring tone of voice and brand consistency. Produce regular insights and sentiment reports for marketing and leadership teams; embed UX research concepts into moderation practices; collaborate with creative marketing to craft high-quality, empathetic responses on review platforms; manage social engagement and escalate complex cases to improve response frameworks.

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.

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 to product teams; supported customers via demos, webinars, live chat, email, and onboarding; contributed to product improvements reducing churn and increasing retention.