Rich Buttiglieri

Serving as a Fractional Chief Experience Officer (FCXO) and UX consultant helping organizations elevate their design maturity and deliver best-in-class user experiences.

Select Client Engagements:
- Directed UX strategy for a $1B global leader in customer experience automation supporting over 80 Fortune 100 companies. Led mobile and desktop designs for call center agents, including integration of AI copilot
functionality.
- Led field research and evaluative testing for a $20B professional sports organization to inform a mobile application with embedded AI supporting large-scale event and technology operations.
- Led UX research and strategy for a $3B global semiconductor materials supplier, advancing the organization’s digital transformation and UX maturity through agentic AI to improve efficiency and decision-making.

- Built and led a global UX organization spanning design, research, and management. Drove adoption of a user-centered culture of curiosity that inspired product innovation and elevated customer satisfaction.
- Transformed a declining NRR of 80% and –42 NPS into 102% NRR and +22 NPS through a comprehensive UX strategy that addressed experience debt and strengthened empathy for end users.
- Matured the UX practice through development of behavior-based personas, UX audits, and a design system encompassing design philosophy, process, style guide, and GUI components.

- Developed and promoted a world-class UX research practice from the ground up and tailored to the organization’s current and future level of UX maturity.
- Championed the value of Design Thinking and UX research methods while partnering with stakeholders across the business regarding key deliverables and the resulting positive customer outcomes.

- Created Intralink’s first UX Research practice, hired and managed a talented
- Successfully influenced product direction and innovation through generative research as well as improved products user experience using different UX evaluation methods.

- As head of UX for Pearson’s higher ed division, I built and directed a user experience design and research practice for Pearson’s edTech family of teaching and learning products, which generated $1.5B annually.
- Revolutionized how writing assignments are administered and graded across higher ed resulting in student grades improving by 1.5 basis points. Led the UX research to conduct extensive discovery research informing the design direction and managed internal and external UX design staff for several releases.
- Led the UX research and design effort for innovating the next generation of learning applications for sciences, humanities and social sciences solving unique pedagogical challenges of general education courses.

Senior member of consulting staff at a world-renowned user experience research and design agency. Managed many facets of the consulting business from marketing and business development, to leading user experience research and design services for clients while managing and mentoring research associates.
- Client work included defining tailored corporate UX strategies, discovery field research, UI design, usability tests, expert UI/heuristic reviews, and focus groups. Products included B2B and B2C desktop, mobile and web applications, consumer electronics, medical devices (for consumer and medical professionals), industrial machinery, and e-commerce web sites.
- Partial client list: Autodesk, BCBS, Big Fish Games, Bose, CSG, Discover Financial Services, Fresenius Medical Care, Harley Davidson, H&R Block, Invensys, Kodak, Liberty Mutual, MassMutual, Merrill Lynch, Nokia, NY Dept. of Health, Roche Disetronic, Thomson Reuters, Volkswagen, WelchAllyn, World Travel Holdings

From 1997 to 2003, my career focused on designing and evaluating the user experience of desktop and web-based applications as well as managing a team of usability engineers.

From 1988 to 1997, I held software engineering positions that combine interaction design with front end coding to deliver desktop applications with user experiences that meet the specific needs of their respective target audiences.