In this series, we'll be shining a spotlight on some of our UserTesting Illumi Award distinguished CX luminaries.


In this episode, join AAA Club Alliance's User Experience Manager, James Lane, and UserTesting's Solutions Consultant, Anthony Rogalski. They'll be discussing how James's role impacts his organization's customer experience, his methods' and processes for collecting and sharing customer feedback and insights, and the importance of having the customers' perspective in the work that he does.

James Lane
User Experience Manage
AAA Club Alliance

James Lane is the User Experience Manager for AAA Club Alliance, leading product strategy and design for their digital channels. In this role, he has established a customer-centered design process, which spans initial user research and prototype validation, to design and content strategy, through launch tracking and reporting. A recent homepage redesign produced a 30% lift in new member conversions, and was awarded the UserTesting 2020 Illumi Award for Outstanding Business Impact.
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