CX, UX & Insights Strategist

Manny
Nat

10+ years translating customer signals into strategies that drive revenue, reduce friction, and build brand loyalty — from Fortune 500 boardrooms to digital product teams.

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$44M
Product Scaled
300+
Issues Resolved
10+
Years Experience
25+
Projects / Year
Manny Nat
About Me

Research-led. Results-driven.

I'm a CX, UX, and insights strategist with about a decade of experience across market research, digital experience, and brand intelligence. I've spent my career figuring out what customers are actually trying to tell us — and making sure that gets in front of the people who can do something about it.

Right now I'm on the UX team at Enterprise Mobility, where I lead CX research across 10+ digital products — building the tracking programs, text analytics taxonomies, and issue frameworks that help product and engineering teams figure out what to fix first. Before that, I was at Qualtrics on the Brand Experience side, running quantitative engagements for Fortune 500 clients while the product grew from $14M to $44M in revenue.

I like work that's messy and has real stakes — the kind where you're pulling from five different data sources and trying to tell one clear story.

Current Role

Lead Customer Experience Analyst at Enterprise Rent-A-Car / National / Alamo

Education

MBA, Marketing & Management — University of Miami, 2018
BA, Economics — University of Wisconsin–Madison, 2012

Certifications

Adobe Analytics Practitioner · Baymard UX/UI Practitioner & Professional · Qualtrics XM

Featured Work

Case Studies & Projects

UX Health Check Cover
Case Study
Mobile App UX Health Check
Designed and executed a repeatable VoC diagnostic framework for a high-traffic consumer mobile app — analyzing 3,100+ customer surveys to surface and rank the top 10 friction points, enabling product and engineering teams to act on real user pain with speed and clarity.
📊 3,137 surveys  ·  3-month data window 📈 CSAT +5 pts  ·  Task Accomplishment +5 pts YoY
Key Findings: Identified top 3 critical issues — inventory availability, payment processing failures, and authentication friction — each surfaced through mixed-method analysis combining intercept survey verbatims, behavioral analytics (Adobe Analytics, Quantum Metric), and text analytics (XM Discover).
VoC Analysis UX Research Text Analytics Qualtrics XM Discover Behavioral Analytics
View Case Study →
CSAT Longitudinal Tracking
Data Viz
Longitudinal Digital CX Tracking Program
Owned an ongoing longitudinal tracking program measuring CSAT, Task Accomplishment, and Customer Effort across a suite of digital rental products — establishing KPI targets, identifying performance gaps, and driving 4 of 6 products to hit target CSAT scores over a 3-year period.
📈 CSAT +5 pts  ·  TA +5 pts  ·  Effort +4 pts YoY 🎯 4 of 6 products hit CSAT target
Approach: 16-month trended scorecard spanning CSAT, Task Accomplishment, and "Extremely Easy" effort scores — segmented by task type, product, and platform. Benchmarked performance across 3 app products and 3 web products to guide quarterly prioritization with product and engineering leadership.
Longitudinal Tracking CSAT KPI Scorecards Qualtrics Adobe Analytics Quantum Metric
View Project →
Global Brand Equity Monitor
Case Study
Global Brand Equity Monitor
Designed and executed a recurring global brand equity tracking program for a Fortune 500 client — measuring brand awareness, consideration, preference, and loyalty across key markets and competitive set.
🌎 Multi-market  ·  Competitive benchmarking 📋 20–30 recommendations per wave
Approach: Annual tracking study spanning brand health KPIs — awareness, consideration, preference, and customer loyalty — benchmarked against 5+ competitors. Delivered strategic recommendations to inform brand positioning, media strategy, and go-to-market planning.
Brand Tracking Competitive Intelligence Quantitative Research Max Diff Qualtrics Fortune 500
View Case Study →
Professional Services Brand Tracker
Presentation
Professional Services Brand Tracker
Executed a recurring brand tracking study for a top-tier professional services firm — benchmarking brand health, awareness, and perception against 7 major competitors to inform marketing strategy and brand investment decisions.
🏢 Fortune 500 client  ·  7-competitor benchmark 📋 20–30 strategic recommendations per wave
Approach: Multi-wave brand health tracker covering awareness, consideration, and brand perception — segmented by buyer persona and decision-maker role. Competitive benchmarking against top-tier and mid-market firms to identify whitespace and positioning opportunities.
Brand Tracking B2B Research Competitive Benchmarking Quantitative Research Qualtrics
View Deck →
Annual Shopping Event Tracker
Data Viz
Annual Shopping Event Consumer Tracker
Designed and fielded a consumer behavior tracking study around a major annual retail shopping event — capturing purchase intent, channel preference, and competitive spend patterns to inform client merchandising and media strategy.
🛍️ Consumer behavior  ·  Purchase intent tracking 📊 Multi-wave longitudinal design
Approach: Pre/during/post event tracking study measuring shopper awareness, participation intent, and actual spend — segmented by membership status, demographics, and product category. Delivered wave-over-wave trend analysis to guide real-time campaign optimization.
Consumer Behavior Longitudinal Tracking Purchase Intent Segmentation Qualtrics
View Project →
Error Analysis
Case Study
Digital Error Analysis & UX Remediation
Designed and delivered a UX-centric error analysis framework for a high-traffic digital rental platform — bridging analytics-based error data with qualitative customer feedback to surface the errors that mattered most to users, not just the ones that occurred most frequently.
📊 88M+ visits analyzed  ·  59K+ error codes 🔍 Business KPIs + VoC error complaints
Approach: Combined Adobe Analytics error occurrence data with XM Discover VoC feedback to rank errors by both frequency and customer impact — revealing that the #1 customer complaint was the 50th-ranked error by volume. Delivered error prevention and recovery recommendations grounded in Nielsen's usability heuristics.
UX Research Error Analysis VoC Analysis Adobe Analytics XM Discover Usability Heuristics
View Case Study →
Expertise

Tools & Capabilities

Research & Analytics

Qualtrics SPSS SQL XM Discover Clarabridge Adobe Analytics Session Replay Conjoint Analysis Max Diff

CX & UX Methods

Brand Tracking CSAT Customer Effort Score Task Accomplishment Text Analytics Segmentation A&U Studies Ad Testing Surveys Evaluative UX Research Moderated Usability Tests

Product & Design

Figma Jira Confluence Aha! Baymard UX/UI

Strategy & Leadership

Go-to-Market Strategy Executive Storytelling Cross-functional Leadership Stakeholder Management KPI Design

Business Platforms

Salesforce MS Office Suite PowerPoint Excel

Certifications

Adobe Analytics Practitioner Baymard UX Practitioner Baymard UX Professional MBA – University of Miami
Get In Touch

Let's Connect

Whether you're looking for a senior insights leader, want to discuss a research challenge, or just want to connect — I'd love to hear from you.

[email protected]
linkedin.com/in/manpreet-nat