Product Owner

(Process mapping and optimisation, focused on digital transformation and change management)

• Deep analysis of the operations activities, customer service and call centre and re-engineering of the current business model to prepare and map the processes to comply with the new remote and on the ground conditions post-Covid – working directly with Stakeholders and implementing the processes into BAU while defining the tasks automation into the selected systems (Salesforce, Asana, Front and RingCentral)
• CRM transformation project and digital transition from Cloze to Insightly and to Salesforce.com, managing administration, configuration and implementation of Sales Cloud and Property onboarding, integration to Pardot and RingCentral, following the operations and sales business processes, and user experience to allow 360 degrees view of the customer and enable continuous customer experience improvements.
• Multiple project management (as PMO Manager) within 30-8-5 MOM, a revenue uplifting programme, designing, developing, and managing the project structure, planning and resources management, to include 50 projects set to implement new processes and products, as well as optimising and adapting existing processes and products, in a 3 year timeframe.
• Project managed and coordinated Digital strategy framework, performed business processes analysis, mapped ASIS processes and architecture of TOBE processes, to include UX mapping and Customer Journeys design.
• Managed digital product and wireframe design for a pack of 3 bespoke applications, in-house developed and integrated for property management (individual and institutional Landlords), operations management and short-let booking-platform, by creating UX journey, user stories and prioritizing backlog, testing and defining acceptance criteria.
• Cloze and Insightly CRM’s configuration and implementation following the operations and sales business processes, to enable user experience and help CRM adoption and customer experience management