Online Resume: Phillip Randolph Carter
I'm making the transition to post-career interests, but still available to apply all that I've learned to help as a consultant. With a career spanning product design, product management and strategy, technology, user-experience and customer-experience, plus marketing - I can bring different perspectives to many situations.
I love helping organizations bridge customers and technology
to find new opportunities, and bringing teams together
to leverage those gaps with market-changing approaches.
"...his intellectual knowledge of technology blended with customer experience was
invaluable... to
take the complex and make it simple, both for employees and customers.
I could not recommend someone more highly."
Dan Rood - VP Marketing
" ...both a structured methodical thinker
and also an expansive out-of-the-box thinker, which is incredibly rare"
Stephanie Gray - Competitive intelligence guru
Skills + Certifications
Certified ScrumMaster (4 companies)
StoryBrand In-person Workshops
Rational Unified Process and Rational Use Case Authoring (Rational is part of IBM)
Capabilities Model Maturity Integration (CMMI)
Contextual Inquiry Process
Omniture Advanced Web Analytics
TeaLeaf website monitoring
Design Thinking Skills
Coaching teams on agile ways to apply design to business processes +
Design reviews and crits +
Effective and transparent communications +
Planning and dynamic adjustments +
Finding order in chaotic inputs +
User research and analysis +
Iteration of concepts and variations +
Data-driven critical thinking +
User-centered agile methods +
Facilitation (both in-person and remote) design-thinking workshops
Product Management Skills
Planning and prioritization +
Product requirements and use cases +
Internationalization +
Agile design and software methodology +
Enterprise ERP, CRM, financial transactions +
Project management +
Product evaluations and competitive research +
Remote workshops using Miro and Figma +
Customer support and CX +
Retrospectives
Marketing Skills
Go-to-Market (GTM) strategy and production +
Storytelling for sales +
Explaining ideas so they matter to listeners +
Presentation design workshops +
Analyst Q+A +
Market evaluations +
Competitive research +
Buyer and customer personas +
Webinars and interviews +
Group speaking +
Web analytics and SEO +
Survey design and interpretation +
Data analytics and data visualization
RESPONSIBILITIES and TASKS (SEO)
- + Identify, develop, evaluate marketing strategy, based on knowledge of establishment objectives, market characteristics, and cost and markup factors.
- + Formulate, direct, coordinate marketing activities or policies to promote products or services, working with advertising or promotion managers.
- + Interpreting the Meaning of Information for Others - Translating or explaining what information means and how it can be used.
- + Compile lists describing product or service offerings.
- + Consult with product development personnel on product specifications, such as design, color, or packaging.
- + Coordinate or participate in promotional activities or trade shows, working with developers, advertisers, or production managers, to market products or services.
- + Initiate market research studies, or analyze their findings.
- + Recommend modifications to products, packaging, production processes, or other characteristics to improve the environmental soundness or sustainability of products.
- + Select products or accessories to be displayed at trade or special production shows.
- + Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.
- + Thinking Creatively - Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.
- + Identifying Objects, Actions, and Events - Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
- + Communicating with People Outside the Organization - Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
- + Updating and Using Relevant Knowledge - Keeping up-to-date technically and applying new knowledge to your job.
- + Analyzing Data or Information - Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
- + Estimating the Quantifiable Characteristics of Products, Events, or Information - Estimating sizes, distances, and quantities; or determining time, costs, resources, or materials needed to perform a work activity.
- + Judging the Qualities of Objects, Services, or People - Assessing the value, importance, or quality of things or people.
- + Develop marketing plans or strategies.
- + Evaluate program effectiveness.
- + Direct sales, marketing, or customer service activities.
- + Training sales and marketing teams on messaging and tools.
- + Analyze data to inform operational decisions or activities.
- + Estimate cost or material requirements.
- + Determine pricing or monetary policies.
- + Analyze market research data.
- + Coordinate special events or programs.
- + Conduct opinion surveys or needs assessments.
- + Develop marketing plans or strategies for environmental initiatives.
BUSINESS and FINANCIAL TASKS (SEO)
- + Evaluate the financial aspects of product development, such as budgets, expenditures, research and development appropriations, or return-on-investment and profit-loss projections.
- + Develop pricing strategies, balancing firm objectives and customer satisfaction.
- + Use sales forecasting or strategic planning to ensure the sale and profitability of products, lines, or services, analyzing business developments and monitoring market trends.
- + Confer with legal staff to resolve problems, such as copyright infringement or royalty sharing with outside producers or distributors.
- + Consult with buying personnel to gain advice regarding the types of products or services expected to be in demand.
- + Consult with buying personnel to gain advice regarding environmentally sound or sustainable products.
- + Conduct economic or commercial surveys to identify potential markets for products or services.
- + Advise business or other groups on local, national, or international factors affecting the buying or selling of products or services.
- + Processing Information - Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
- + Monitoring Processes, Materials, or Surroundings - Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
- + Monitoring and Controlling Resources - Monitoring and controlling resources and overseeing the spending of money.
- + Providing Consultation and Advice to Others - Providing guidance and expert advice to management or other groups on technical, systems-, or process-related topics.
- + Compile operational data.
- + Documenting/Recording Information - Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
- + Develop sustainable organizational policies or practices.
- + Analyze forecasting data to improve business decisions.
- + Monitor external affairs or events affecting business operations.
- + Negotiate contracts for transportation, distribution, or logistics services.
- + Working with Computers - Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
PEOPLE MANAGEMENT RESPONSIBILITIES and TASKS (SEO)
- + Direct the hiring, training, or performance evaluations of marketing staff and oversee their daily activities.
- + Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- + Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time.
- + Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.
- + Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work.
- + Selling or Influencing Others - Convincing others to buy merchandise/goods or to otherwise change their minds or actions.
- + Developing and Building Teams - Encouraging and building mutual trust, respect, and cooperation among team members.
- + Developing Objectives and Strategies - Establishing long-range objectives and specifying the strategies and actions to achieve them.
- + Coordinating the Work and Activities of Others - Getting members of a group to work together to accomplish tasks.
- + Guiding, Directing, and Motivating Subordinates - Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
- + Resolving Conflicts and Negotiating with Others - Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- + Scheduling Work and Activities - Scheduling events, programs, and activities, as well as the work of others.
- + Coaching and Developing Others - Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- + Training and Teaching Others - Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
- + Recommend organizational process or policy changes.
- + Advise others on business or operational matters.
- + Supervise employees.
- + Confer with organizational members to accomplish work activities.
TECHNOLOGY and TOOL SKILLS (SEO)
- + Business intelligence and data analysis software - Tableau, PowerBI
- + Content/workflow and project management software - Atlassian JIRA; Atlassian Confluence; Atlassian BitBucket; GitHub; Seismic; Slack; Notion; Yammer; Asana; FogBugz; Clarizen; Basecamp; Trello
- + Customer relationship management CRM - Salesforce software
- + Graphics or photo imaging software - Adobe Systems Adobe Creative Cloud; Adobe Illustrator; Adobe Photoshop; Adobe InDesign; Adobe Dreamweaver; Adobe After Effects
- + Network conferencing software - LogMeIn GoToWebinar; Zoom; WebEx; ON24; Google Meet; Miro; Figma and Figjam
- + Office suite software - Microsoft Office; Microsoft Word; Microsoft Excel; Microsoft PowerPoint; Microsoft Project; Microsoft Planner; Microsoft Teams; Microsoft Visio; Microsoft PowerBI; Microsoft Outlook; Microsoft SharePoint; Microsoft OneNote; Microsoft Stream; Yammer; Dropbox; Google Gmail; Google Calendar; Google Docs; Google Sheets; Google Slides; Google Drive; Apple Keynote; Open Office; IBM Notes
- + Video - Adobe After Effects; iMovie; YouTube; Vimeo; Microsoft Stream
- + Web page creation and editing software - Google Analytics; Google AdWords; Wordpress; Adobe Dreamweaver; Facebook; LinkedIn; Social media sites
Experience
Gladly
Senior Product Marketing Manager, September 2021 to March 2022
Synced B2B marketing with product managers across multiple teams, plus customer support. Facilitated personas, buyer lexicons, and product language. Produced, reviewed, go-to-market content for sales, website, blogs, webinars.
Genesys
Product Marketing Director, February 2016 to September 2021
2017 US utility patent (Genesys)
Software method using correlation and covariance for data selection
2013 US utility patent (OrgSpan)
Software method for creating rules-based groups with people as nodes
2017 Forrester TEI shows 570% Return on Investment (ROI) and 3-month payback for PureCloud
B2B Marketing strategy, production and collaborations on web, advertising, and disruptive sales-storytelling differentiation. Go-to-market (GTM) content and production with Google, AWS, Zoom, and Genesys product teams. Persona owner and facilitator for teams to build custom personas. Organized and hosted webinars, built and tested sales support materials, presented in person at conferences, hosted Analyst sessions, and worked with web teams to improve user experiences and analytics. Focus on demystifying cloud technology and explaining business benefits to both IT and CX audiences. Coordinated with marketing, product management, support, services, and education groups on agile marketing approaches and design thinking - resulting in explosive adoption of cloud CX product, more than 120% annual growth 2015-2021.
UX Architect for Orgspan and PureCloud
February 2012 to January 2016 - Part of founder group at Orgspan building cloud-based,
user-driven enterprise collaboration, communication, and planning tools.
The Orgspan platform used browser, iOS, and Android clients through cloud-based REST APIs running on AWS -
with extensible data and elastic search, plus cloud-based data syncing to/from enterprise legacy systems.
Orgspan was purchased by Interactive Intelligence in May 2014 as a platform architecture for their next-generation CX software, PureCloud.
After consulting with product marketing in 2015, formally transitioned from UX when the company pivoted focus to the cloud in 2016.
WebAssign
Director of User Experience, April 2010 to February 2012
NCSU Centennial Campus-based web apps for online homework, tests, and class resources along with automated grading for instructors - used by 500,000+ students. Provided a voice for users to the executive board, managed UX team, and facilitated concepts and strategy for next-generation learning-map systems. WebAssign is now part of Cengage.
BlueStripe Software
Senior Product Designer, February 2009 to April 2010
2009 Information Week Startup 50
2009 eWeek Products to Watch
NetworkWorld.com
10 Startups to Watch
Research Triangle startup with brilliant application monitoring and triage tools that show customers what is actually happening inside complex multi-tier apps in modern virtual data centers, with no configuration or hand-modelling required. Developed design strategy, performed user tests and analysis. Generated alternative designs as sketches, static screenshots, and interactive HTML mockups. Wrote design specs as use cases and interaction details as inputs to scrum agile software teams, and coordinated reviews and design changes with product management. BlueStripe was purchased by Microsoft in 2015 and is now part of Azure support tools.
Lulu Enterprises
Director of User Experience, April 2007 to October 2008
2008 PCmag.com Editors Choice
2008 and 2007 SEOMoz Web 2.0 Award
Recommendations by Publishers Weekly, Rachel Ray, Chicago Sun-Times, and the New York Times
Strategic design direction and standards, day-to-day management and mentoring of a talented UX team with user testing, and supporting research at a fast growing web-based digital content publisher. Projects included new page architecture and alternate publishing wizard workflows, cart and checkout improvements, and weRead social book site improvements.
Wachovia Bank, N.A.
AVP, eCommerce User-Centered Design, December 2006 to April 2007
Contract Consultant, October 2004 to December 2006
2006 RIA Retirement calculator
named 'Best Practice' by analysts at Change Sciences Group
Interaction design and information architecture, styleguide standards and best practices, and vendor evaluations.
Marketing analytics support and internal consulting, content, user research, and strategy.
Internal financial accounting consulting included
business requirement gathering and analysis, usecase development, paper and HTML-based interaction mockups,
agile DHTML/Javascript with XML/XSL and JSP design and implementation, plus functional reviews -
delivering an in-house intranet tool for dynamic Excel reports
and a separate intranet reconciliation engine for all 13 business unit accounting systems
using tiered rules created and managed by senior accounting staff.
Projects
Wachovia Mortgage Content | Wachovia Securities Analyst Report Search | RIA Retirement Calculator | Wealth RM Client Tools | eCommerce Worktracker Enhancements | Wachovia Finance Reconciliation System Analysis and UI Design | Corporate Accounting Reporting System UI Enhancements | Usecase Methodology | Web-based UI/Behavior Standards
S1 Corporation
Chief Interface Architect, October 1998 to August 2004
ID+B Manager, August 1997 to October 1998
Senior Interface Architect, December 1995 to August 1997
Grew from a single customer, SFNB, in 1995 to over 3,400 banks in 2004
Most current features for managing our online banking were originated by S1
Interface design and architecture for four generations of internet banking.
Recruited and mentored user interface team to develop online banking
transaction, insurance, brokerage, and back-office functions for the rapidly evolving internet.
S1 is now part of ACI Worldwide.
Responsibilities included customer research and planning new functionality, modeling and testing alternative interface concepts,
writing usecases and feature/workflow specifications, coding standards and audits, usability testing,
coordination with technical and regulatory partners, giving technical presentations to customers,
conducting internal design reviews, managing intranet design and navigation, and authoring intranet documentation for design standards.
Projects
S1 Enterprise Platform Interface, JSP/HTML Standards and Implementation for Releases 1-3 | S1 Consumer Suite Interface and Development Standards | Template Object Model (TOM) Page Architecture | Performance Standards | VFM Internet Banking Interface | VIM Brokerage interface | VLM Loan Applications | Corporate Cash Management Account Interface | Online Checkbook Interface | CSR Interfaces | System Configuration Interfaces | UI Standards and Strategic Planning | Project Planning | S1 Intranet Standards and Planning | Edify VRU Usability Reviews
Peachtree Software
Interface Architect, April 1994 to December 1995
1995 PC Computing 'A' List, PC Magazine Editor's Choice, Windows Magazine Top 100, Home Office Computing Editor's Pick - Peachtree Accounting for Windows 3.0
1994 Codies Award, PC Magazine Editor's Choice, Home Office Computing Editor's Pick - Peachtree Accounting for Windows 2.0
GUI development and analysis for Windows and Macintosh small-business financial software. Collaborated with developers and product management, facilitated product planning workshops and competitive product analysis. Graphic interface designs with written feature specifications. User research included ethnographic on-site customer research (Contextual Inquiry) and directing the in-house usability lab.
Projects
Peachtree Windows95 conversion planning | Peachtree Accounting for Windows, release 3.5 |
Peachtree Accounting for Windows, release 3 | Peachtree Accounting/ADP SoftPay release |
Peachtree Accounting for Macintosh
Ratio DesignLab
Director of Industrial Design, September 1988 to April 1994
1993 US utility patent
Novel pulse-width controlled heater for battery IV medical device
Awards
1992 IDSA/BusinessWeek
Gold IDEA (Industrial Design Excellence Award) - Medtronic 'Fit' Interface
Created industrial design consulting group within an existing electronic and software engineering firm to deliver concurrent engineering services with medical, electronic, and software clients. From incubator at Georgia Tech ATDC provided design solutions, sales and contract negotiation, project planning, systems design and implementation, and vendor schmoozing for clients ranging from Citicorp to Apple.
Projects/Clients
Peachtree Accounting for Windows, release 2 | Namic Cardiac Angioplasty Pumps | Novoste Angioplasty Arterial Catheter System | Endo-tech Laparoscopy Handpiece | Battery Powered IV Heater (patented) | Medtronic 9711 Programmer Trainer | Medtronic Implanted Drug Pump Programmer | Medtronic Fit Database | Brother Electronic Recipe Books | OKI Cell Phone Case Designs and Interfaces | GEC Avionics Personal HUD for Aircraft Maintenance | Atlanta Olympic Committee bid concepts for Electronic Information Kiosks | PTS Laserdisc-based training System Controller | CSI Oxytrol Oxygen Conservation Device | Citibank CSR Staff Terminal Development | Chase Manhattan Telephone Banking in-branch training kiosks
Lee Payne Associates
Senior Designer, June 1986 to September 1988
Collaborated with other industrial designers in midtown Atlanta-based consulting firm to design electronic housings, plastic parts, power tools, and graphics for games and food packaging. Primary focus was development of new concepts through use of mixed-media sketches, models, and prototypes. Also managed clients, contracts and meetings, including market research sessions and brainstorming programs.
Projects/Clients
Ohmeda Hospital Gas Supply Systems | Coca-Cola USA Custom Vending and Cherry Coke Graphics Concepts | DTI Digital Telephone Voice Scrambler | LPA Office Space Design | Delta International Power Tools | Electrolux Vacuum Cleaners | Contel Business Phone Concepts | Charbroil Gas Grill Lines | Dow Chemical Shout Packaging | King Packaging Plastic Tableware | Cunningham Photography Corporate Identity | Westclox/Seth Thomas Clocks and Accessories
Cognitive Event Horizon, DBA Consulting Practice, 2008 to present
Strategy, concepts and coding for a range of projects.
Projects/Clients
Lyrisys Inc. Internet Home Page | International Horizons, KK (Japan) Technology Consulting | Magee Enterprises Automenu for Kids | Magee Enterprises 'Rosebud' Executive Information Retrieval Tool | Chewing Dog Furniture Identity | Symbic | Lyrisys Inc. | Alpha-Core | Software Communications Solutions | Diver Action Network
Jack Seay Design Group/McCalla-Lackey Associates
Industrial Designer, June 1983 to September 1985
1984 US and Japan design patent (International Horizons KK)
Language training devices using audio tape bonded to flash cards with cassette player and workbooks
Developed concepts from idea to production for appliances, power tools, electronics, point-of-sale displays, and toys. Created mixed-media sketches, engineering drawings, form and photography models, and demonstration mechanisms.
Projects/Clients
Delta International Woodworking Tools Line Redesign | Porter-Cable Jigsaw and Sabersaw Redesign | Cobra Integrated Headrest Radio System | Hunter Fan Ceiling Fans and Thermostats | Xtruder Alarm Systems | Sunbeam Electric Frypans | International Horizons Teaching System Packaging and Cassette Players (patented) | Westclox/Seth Thomas Clocks and Accessories | Farberware Undercabinet Toaster and Coffeemaker | Abbott Laboratories IV Drug Systems | Black & Decker Staple Guns | Rollins Security Systems | Singer Vacuum Cleaners
Education
IDSA Merit Award (National Top 10)
Tau Sigma Delta Architecture Honorary
Honors English Program
Auburn University
Auburn University
B.IND Special multidisciplinary industrial design degree.
Minor in Sociology, English Honors Program, Tau Sigma Delta Architecture and Design Honorary, Dean's List 5 quarters.
Georgia State University
Graduate Business School, Unfinished MBA Marketing
Community and Professional Activities
Multiple Sclerosis Society - Bike MS 'Jewelry Boomerang' fundraiser (2014-2020)
Raleigh CAC - Wade-Hillsborough Citizens Advisory Committee Co-Chair (2015-2020)
TriUPA Advisory Council Member (2007-2008), Secretary (2008-2009), Social Planning Chair (2009-2010)
Co-instigator, Charlotte IA Cocktail Hour, a monthly discussion group for UX professionals (2005-2007)
Lectures on industrial design and Internet issues at Georgia Tech, Auburn University, the High Museum of Art.
Founding Board Member, Allied Design Council (1994-1997)
IDSA Atlanta Vice-Chair (1994-1995)
Creative collaboration with The Center for Puppetry Arts in Atlanta.
Online Resume: Phillip Randolph Carter