James Nichols

Lead UX for a team of 12 (UX designers, creative designers, strategists) and partner closely with engineers to build Klaviyo’s design system and launch Klaviyo AI and Klaviyo B2C CRM. Implemented interactive motion design using Rive to enhance engagement. Defined and scaled core customer journeys (pricing, onboarding, adoption, engagement, payments), reducing time-to-value by 25% and improving retention. Built a multi-platform design system (web, iOS, Android) to ensure global consistency, speed, and accessibility, achieving a 35% improvement in compliance with WCAG 2.1 AA. Managed CMS-driven experiences to align marketing and product systems for consistent experiences across websites, campaigns, and platform UI.

Built, managed, and mentored a team of 8 UX designers, content designers, and marketers while partnering with engineers, product managers, strategists, and fellow creatives. Architected a new design system and delivered upgraded interactive content and accessibility standards to drive 10x conversion rate improvements and 40%+ operating improvements. Led free and self-serve growth for collaboration products including onboarding, pricing, and expansion flows across team-based SaaS offerings. Overhauled branding for four corners to unify into one product suite. Improved compliance by 35% and user satisfaction by 20% through an accessibility suite of upgrades, and improved NPS by 5%. Increased design team creative output by 3x by integrating agile methods, AI, and automation into UX workflows and using automated analysis of customer satisfaction data for trends.

Owned marketing efforts and analytics for a rebranding agency. Collaborated with internal team members and client teams to conduct user research, customer testing, SEO, and analytics optimization, and to run iterative feedback loops with client organizations. Doubled online sales (200%) by reworking the checkout flow, social media branding, and marketing. Grew repeat clients by 30% by exceeding client expectations, understanding business constraints, and offering value-added upsells.