Sharon Carter

Led UX strategy across HR, Finance, Payments, and Supply Chain platforms, managing teams of 33-90 professionals serving 500K+ associates.
 

Research at Scale

• Pioneered Home Depot's first nationwide UX research initiative, mobilized UX professionals across peer Directors' teams to conduct associate research across 16 states and 400+ stores in 3 days

• Established UX measurement and governance framework across Supply Chain portfolio; achieved 33-48% usability gains, with IPR reaching sustained excellent performance (81+) and Warehousing maintaining 27% elevation over baseline

• Implemented Pendo across Supply Chain for proactive UX measurement; standardized dashboards by DC type, aligned OKRs with Product and Business, reported metrics to EVP monthly

Driving ROI

• Orchestrated enterprise attrition reduction initiative across 7 executive divisions; identified systemic friction points in onboarding that reduced short-term attrition by 600 basis points — $86M in annual replacement costs preserved

• Delivered 18.7% increase in warehouse productivity (UPH) through Spring Readiness application enhancements

• Enabled $10.4M in projected cost savings through driver delivery workflow optimization

• Built associate scheduling ecosystem achieving 80% adoption with 3-4x weekly engagement among 400K frontline workers; delivered pay transparency and shift marketplace enabling associate-controlled flexibility

Innovation

• Pioneered voice picking solution achieving 30% increase in pick speed, eliminating handheld device friction; deployed Spanish language support using AI-assisted development in response to associate feedback

Built team from 4 to 16 professionals and established UX as a strategic partner to HR leadership.
 

• Co-created Path to Pro national workforce initiative within first 60 days; conducted research, designed MVP prototype, secured funding, program grew to 60,000+ graduates

• Directed UX strategy for enterprise Workday implementation serving 500K associates across 2,500+ US/Canada facilities; elevated critically low usability scores ensuring day-1 readiness

• Mobilized cross-functional UX response deploying COVID-era workforce solutions in 2 months, touchless time-tracking eliminated 1B+ annual physical interactions

Led UX for flagship automotive marketplace serving 1M+ listings, managing team of 14 across OEM, Dealer, and Consumer experiences.
 

• Protected $65M+ in revenue by leading responsive website conversion ahead of Google algorithm change

• Led UX for voice-activated AI car shopping experience (Google Home) demoed at NADA 2019

• Drove ML-powered personalized search leveraging cross-platform data (Autotrader, KBB.com, Dealer.com)

Built UX practice from the ground up for global payments leader.
 

• Established UX team from scratch; led experience design for Worldpay Total omnichannel platform

• Saved $1M+ in support costs through EMV upgrade redesign, simplified 34-page technical document to 1-page visual guide achieving 60% open rate and zero support calls from 125K merchants

Promoted; returned to business solutions | 12-person org across 33 platforms in 10 countries / 4 languages
 

• Operated within FCRA-governed, globally regulated consumer data environment — direct parallel to LexisNexis Risk Solutions' regulatory profile.

• Architected enterprise CMS platform across 10 countries and 4 languages; delivered on-time and under budget.

• Reduced enterprise web costs by 55% through consolidation of 32 redundant sites globally; designed first enterprise shopping cart with patented authentication, driving a 5% conversion increase and 200% cross-sell/upsell lift.

Grew and led UX team from 1 to 12 professionals  |  Consumer-facing credit, identity, and risk products
 

• Built and launched a portfolio of consumer risk and identity products, including single-bureau and tri-bureau credit scores, ID theft protection, and credit freeze — establishing consumer-facing capabilities in identity and fraud protection years ahead of their eventual industry consolidation into standard packaged offerings.

• Redesigned Equifax.com and the consumer credit report, earning 2001 Newsweek Best New Product recognition, a 2004 Web Design Award for Outstanding Site Redesign, and a 2005 WebAward for Outstanding Achievement in Web Site Development; named by Kiplinger's as the most user-friendly credit report in the industry.

• Delivered ecommerce platform and an insurance product extending the consumer suite; grew the design team from a single contributor to a 12-person practice to support the expanding portfolio.

• Partnered with Product and Engineering leadership to design and deliver 10 new products, contributing to company growth from $2M to over $114M in revenue in four years.

Identity verification & digital certificate services

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• Led the user expreince for the identity verification and digital certificate product work within Equifax Secure, the business unit acquired in 2001 to become the founding basis of GeoTrust, now part of DigiCert.