Mary Keith (MK) Trawick | Customer Experience Strategist

People-first passion. Tenacious drive. Relentless results.

I’m a seasoned customer experience (CX) strategist with more than 15 years of expertise in translating complex user research into actionable strategies that drive results. Highlights of my career include, increasing engagement by 300%, securing $1.5M in funding through demonstrated campaign success, and growing audience engagement by 27% through strategic content creation.

My approach combines analytical thinking with deep empathy. I have experience working across government, non-profit, startup and corporate environments. One of my strengths is building cross-functional collaboration while advocating for user needs and how it ties together with business objectives. My expertise spans the full CX spectrum: qualitative and quantitative user research to journey mapping, content strategy, and implementing data-driven optimizations.

What sets me apart is my ability to truly listen to and connect with clients, analyze their needs, and distill insights into clear, actionable plans. This empathetic approach has made me particularly effective at facilitating collaborative workshops that bring diverse perspectives together to solve complex problems. Throughout my career, I’ve successfully delivered exceptional user experiences that meet both user needs and organizational goals all while nurturing a collaborative team environment.

“I was consistently impressed with your thoughtful, deliberate, and constructive input. Your professionalism, adaptability, and willingness to ask questions and throw yourself into the work helped set such a productive tone for the team and ultimately for the people we serve.”

— FEMA Colleague

The same tenacity that helped me complete two full Ironman triathlons fuels my professional approach. I tackle every project with tenacity. I’m a believer that to be truly effective you need to step away and clear your mind. That is when great ideas happen. Never comfortable sitting still and ever curious, you’ll find me discovering museums and hidden gems, biking with friends, or checking out live music.

In-depth UX design case studies are available here. Résumé available upon request.