Available to hire
I’m Emer Carey, a detail-driven UX professional bridging customer support, product, and marketing to improve user experience, retention, and brand trust. I thrive on turning user pain points into clear, actionable insights and on delivering thoughtful, on-brand digital communication across global platforms.
Known for translating user pain points into actionable insights, producing clear UX documentation, and collaborating with cross-functional teams to drive product improvements and better customer experiences.
Experience Level
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Language
English
Fluent
Japanese
Advanced
Spanish; Castilian
Intermediate
Work Experience
Social Media Specialist & Moderator at Nelson Financial Services
September 1, 2025 - PresentProvide 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, 2025Acted 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, 2023Delivered 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, 2020Managed 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, 2023Delivered 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.
Social Media Strategist & Moderator at Nelson Financial Services
September 1, 2025 - PresentProvide 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.
UX Researcher & Customer Support Specialist at Air DNA, Barcelona
May 1, 2023 - May 1, 2025Acted 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.
ESL Language Teacher (Freelance) at IMA ESL
April 1, 2020 - April 1, 2023Delivered tailored English lessons to students in Japan across age groups, from elementary to doctoral level; Applied Communicative Language Teaching (CLT) methods to support language fluency and confidence; designed customized lesson plans aligned to individual learning goals and cultural context.
Education
Professional Diploma in UX Design at UX Design Institute (Remote)
January 1, 2022 - January 1, 2023CELTA Diploma at Swan English Language Training School, Dublin
April 1, 2017 - May 1, 2017Diploma in Japanese Language & Cultural Studies at Soka University, Tokyo
April 1, 2013 - April 1, 2014Professional Diploma in UX Design at UX Design Institute (Remote)
January 1, 2022 - January 1, 2023CELTA Diploma at Swan English Language Training School, Dublin
April 1, 2017 - May 1, 2017Diploma in Japanese Language & Cultural Studies at Soka University, Tokyo
April 1, 2013 - April 1, 2014Qualifications
CELTA Diploma
April 1, 2017 - May 1, 2017Professional Diploma in UX Design
January 1, 2022 - January 1, 2023CELTA Diploma
April 1, 2017 - May 1, 2017Professional Diploma in UX Design
January 1, 2022 - January 1, 2023Diploma in Japanese Language & Cultural Studies
April 1, 2013 - April 1, 2014Industry Experience
Software & Internet, Media & Entertainment, Education, Travel & Hospitality, Professional Services, Financial Services
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