Cheryl Friedman


Prototyping, Wireframes, Usability Testing, UX/UI Design, Persona Creation, Information Architecture, Web Site Analytics, HTML, CSS, ASP, JavaScript, Dreamweaver, TeamSite, SharePoint, SQL, Photoshop, Fireworks, Website Analytics


  • Re-designed Corporate Community Intranet site, increased site traffic by 10%
  • Developed divisional Intranet site, used by more than 12,000 colleagues on a daily basis
  • Implemented taxonomy structure to improve website search-ability
  • Created International Intranet site, used by people in over 40 different countries
  • Re-designed division Intranet site, reduced Customer Service call times by 10%
  • Implemented single sourcing methodology, reduced errors and product ion time by 15%
  • Created on-line claims manual, reduced printing costs by 80%


April 2010 – Present

Digital Communications Manager, VP - Citizens Financial Group Dedham, MA

  • Business lead for building and maintaining the Internal websites within Consumer Banking
  • Gather user requirements, develop wireframes and prototypes for new pages
  • Establish UX standards and guidelines
  • Re-design existing pages to maximize user engagement
  • Design and implement common user interface standards, system usability guidelines, and page templates
  • Develop and implement user testing scenarios
  • Support strategic initiatives and develop Intranet pages for Corporate Communications

January 2005 – April 2010

e-Communications Manager - Boston Scientific Natick, MA

  • Managed web content and projects related to internal and external websites
  • Developed personas, user profiles, and use cases for internal and external websites
  • Worked closely with the various content owners to extract key information from existing documents; re-wrote information when needed, created new content when needed
  • Ensured posted documents met established content standards
  • Liaison between the business community and the technical community
  • Ensured the user experience was formulated to achieve the goals of the online entity
  • Created and maintained style guides, user guides, and other supplemental training material
  • Ensured external sites were in-line with the marketing and sales goals of Inter-Continental countries

July 2004 – December 2004

Business Systems Consultant - Keane, Inc. Boston, MA

  • Technical consultant at State Street Bank
  • Created user guides for several web based in-house banking applications
  • Created and implemented test plans for web based global banking applications
  • Analyzed and documented known bugs for various banking applications

July 2001 – July 2004

Intranet Writer/Document Specialist - Sun Life Financial Wellesley, MA

  • Managed all forms of on-line documentation on division intranet site – HTML, PDF, Word, Excel
  • Created weekly newsletter to communicate Intranet changes
  • Liaison between the user community and the e-commerce department
  • Analyzed and recommended system and user interface changes
  • Gathered business, user, and technical requirements
  • Documented policies, procedures, products, and reference material for on-line delivery
  • Translated business and functional application/software specifications into user documentation
  • Created and maintained templates and style guides
  • Mentored less experienced team members

January 2000 – July 2001

Programmer/Analyst - Sun Life Financial Wellesley, MA

  • Created business, technical, and functional specifications for multiple application changes
  • Created on-line system procedures and documentation
  • Met with users to asses system requests
  • Created use case scenarios
  • Created and modified SQL queries and stored procedures for database changes
  • Coded, tested, and debugged application changes for Sales Rep compensation system

August 1998 – December 1999

Assistant Business Systems Analyst - Sun Life Financial Wellesley, MA

  • Created and updated user manuals and other system documentation
  • Created business and functional specifications
  • Met with users to develop and recommend changes for multiple applications
  • Trained other Business Systems Analysts on application and system enhancements
  • Lead tester for Y2K testing effort
  • Continued responsibility for maintenance of MOSAIC database

April 1996 – August 1998

Junior MOSAIC Database Analyst - Sun Life Financial Wellesley, MA

  • Participated in division wide workshops to re-engineer the sold case business process
  • Participated in design of new central database and naming of variables
  • Created contract/booklet data dictionary to map new variables to old variables
  • Analyzed and prepared contract, booklet, and proposal specifications for coding
  • Maintained database tables for contract/booklet production systems
  • Updated screen design for product modifications and enhancements
  • Trained MOSAIC "go to" people on system changes and enhancements
  • Developed and implemented test plans for product wording changes

May 1995 – April 1996

Senior Operations Specialist - Sun Life Financial Wellesley, MA

  • Re-designed Word forms used by Field Offices
  • Revised existing WordPerfect macros to create booklet inserts for MOSAIC system
  • Continued responsibilities of Operations Specialist

April 1993 – May 1995

Operations Specialist - Sun Life Financial Wellesley, MA

  • Created user documentation for claims system
  • Participated in testing of new contract writing system (MOSAIC)
  • Created WordPerfect macros for amendment letters


Fitchburg State College Fitchburg, MA
  • B.S., Economics/Business minor

Northeastern University Boston, MA

  • Participated in Web Master certificate program


Allston Brighton CDC Allston, MA
  • Assisted in teaching web design to high school students

Professional Memberships

Interaction Design Foundation
UXPA, Boston