Kim Carter is a lead associate within the People Services team. As a certified change management and user experience (UX) strategist, Kim focuses on the internal employee experience in her current role. She likes to refer to herself as a “people-first enthusiast”, as her passion is focusing the design of programs, systems, and processes around the people directly impacted. Kim and her team use a variety of change management and human-centered design techniques to identify the root cause of a problem, uncover potential unmet needs, and provide consultative support to optimize the employee experience and increase change adoption. Outside of work, Kim spends a lot of time with her family—cheering on her son during basketball games, singing and dancing with her daughters, and catching a good action movie with her husband (preferably a Marvel film). She also enjoys vacationing and spending time practicing her Titanic pose on cruise ships.
Meet Kim
Tell us about your journey to your current role within the firm.
Early in my career, I worked in customer service, helping employees understand their benefits at the firm. From those experiences, I developed a passion for human resources and optimizing employee experiences. I later took on the lead role for terminations and leaves operations, and I developed an interest in policy writing. As a result of that work and other successes, I won a Values in Practice award which, looking back, was a highlight of my career. I'm all about learning and taking advantage of growth opportunities, so I looked for additional opportunities where I could expand. When there was an opening for a change manager, I jumped at it and continued to build upon my passion for impactful change.
“Practice being confident in your views, thoughts, and opinions.”
What were the critical experiences that propelled you forward in your career?
A year after I took the role of managing the Assessment Center, I was approached to manage the Training Coordination team. I accepted the challenge and it opened doors to more experiences, broadened my skill set, helped me expand my network, and allowed me to understand the world of talent outside of customer service and performance management. I took a team that felt that their work was transactional and led them to be more strategic. In collaboration with the Learning and Development (L&D) team, Information Services, and other internal-facing colleagues, we designed and implemented the Career Central Learn platform for the firm, which was a great shift in our L&D technology.
Is there any advice that you would offer to those looking to grow their career at the firm?
I'm shy and introverted by nature and that was something I had to work to overcome early in my career. One of my mentors encouraged me to learn to be comfortable with being uncomfortable; to share my opinions, thoughts, and ideas; and to volunteer to participate in and lead projects. So I would suggest practicing being confident in your views, thoughts, and opinions. The greatest thing to do is to collaborate across a team, and come to a solution and finished product together. I think that's only possible if everyone becomes comfortable sharing their ideas and contributing to the greater good to formulate a shared solution.
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