EMMA G. GWILLIAM
(208) 538-9113 | emma@gwilliam.com | linkedin.com/in/emma-gwilliam | emmagwilliam.com

EDUCATION

Brigham Young University — Marriott School of Business Provo, UT
B.S., Experience Design & Management, Minor in French Apr 2028

• GPA 3.89

• Member, Experience Design Society, 2025–Present

• Specialized coursework: Design Thinking, Data Gathering & Analytics, Ideating & Pitching Solutions, Team-Based Project Execution, Human-Centric Experience Theories, Journey Mapping

EXPERIENCE

PodUp Rexburg, ID
Vice President of User Experience and PodMentors May 2025–Present

• Identified the need for expanded customer success resources and led the software changes that addressed it, directing a global team of three to produce 448+ help files and FAQs that improved customer satisfaction

• Conducted quality assurance testing across the SaaS platform, identifying 100+ user and design improvements and overseeing their execution to create a more user-friendly product

• Researched competitor onboarding and cancellation flows, driving the development of new products

• Managed production of 3 podcasts, streamlining the ongoing production process

• Identified a need for passion-centric marketing, resulting in two human-centric customer personas that sharpened the team's target audience and marketing focus

• Redesigned the onboarding wizard to clarify the user journey and resolve common points of confusion

• Built a social media strategy that improved organic reach

Teaching Assistant, Experience Theories and Frameworks Provo, UT
Learning and Innovation TA Aug 2026–Present

• Designed a recurring post-class learning assignment grounded in an assessment of current strategies and industry research

• Conceived and produced a YouTube channel bridging high-level concepts and student understanding through former students' stories

• Resolved student questions and concerns calmly and efficiently

• Researched alternative education methods, including podcast, music, and video formats, to improve the student experience

Blueprint Consulting Agency Provo, UT
Experience Strategist Jan 2026

• Evaluated workflow challenges affecting team members and implemented structural changes that clarified expectations and strengthened collaboration

• Drafted two strategic contract proposals that increased transparency and strengthened trust with prospective clients

Called to Continue: ExDM 404 Group Project Provo, UT
Experience Design Project Team Member Sep 2025–Dec 2025

• Interviewed early-return service missionaries to identify key needs, resulting in two well-designed projects that addressed them

• Built journey maps and touchpoint templates that guided a hassle-free participant experience

• Designed two Qualtrics surveys to gather and analyze participant feedback, shifting project direction to better align with participant needs

BYU Laundry Provo, UT
Dry Cleaning Specialist Jan 2023–Aug 2023

• Strengthened attention to detail through continuous process improvements in garment care

• Refined interpersonal skills to deliver consistently excellent customer service

LEADERSHIP & SERVICE

The Church of Jesus Christ of Latter-day Saints Lyon, France
Full-Time Volunteer Representative Oct 2023–May 2025

• Led groups of up to 26 individuals, empowering self-improvement and purpose while developing group-facilitation expertise across varying sizes

• Coached fellow volunteers one-on-one on communication, goal setting, and service, equipping them to strengthen efforts in their regions

• Developed attentive, empathetic listening skills that helped individuals feel heard and valued, improving satisfaction and confidence among team members

• Partnered with organization leaders on three separate occasions to co-create and implement enhancement plans

BYU Student Association Provo, UT
Care Week Team Volunteer Sep 2021–Mar 2022

• Prepared an advertising workbook to communicate strategic direction to the media team, culminating in successful event promotion

• Collaborated across teams to organize and execute two fundraising events supporting multiple charities

Humanitarian Experiences for Youth Mérida, Mexico
Humanitarian Volunteer June 2021

• Helped construct part of a local school, expanding educational access for young children

• Collaborated with 22+ international volunteers to streamline building processes through teamwork and problem-solving

Bread Fundraiser Rexburg, ID
Entrepreneur August 2020

• Developed and executed a social media marketing strategy that raised $500 in one week for a humanitarian project

• Produced and delivered 40+ loaves of homemade bread, leveraging networking and customer engagement skills

Adoption.com Rexburg, ID
E-Commerce Manager 2019

• Managed daily online store operations, including order fulfillment, inventory cataloging, and merchandise shipping

• Strengthened customer relationships through service management strategies that improved client satisfaction

PERSONAL

• Languages: English and French

• Skills: Figma, Scribe, Zoho, Qualtrics, Lucidchart, Lucidspark, HTML, Microsoft Excel, website design through PodUp, video editing, course creation

• Additional Service: Humanitarian Experiences for Youth, Choir Director, Women's Organization President

• Instruments: Flute, Piano, Piccolo, Ukulele, Voice

• Interests: Entrepreneurship, Fundraising, Humanitarian Work

• Clifton Strengths: Belief, Individualization, Achiever, Ideation, Arranger