Digital portfolio product manager
Johnson Matthey
Total years of experience :25 years, 3 Months
• Manage a portfolio of digital products for sustainable green energy solutions (blue/green hydrogen, sustainable aviation
fuels) aimed at improving lead generation, conversion through to monetisation, retention. Lead teams across JM, EY,
Zensar & other vendors.
• Develop and drive digital transformation strategy and roadmap with focus on value based outcome, time to market
and key performance indicators.
• Form hypothesis, run discovery and validation, evaluate qualitative/quantitative feedback and data, optimise and
iterate to improve funnel metrics
• Lead Digital propositions for HSBC global public websites across c40 markets.
• Drive digital transformation, personalisation, growth and adoption working closely with global market leads, stakeholders
across proposition, marketing, legal/compliance, operations, analytics. Lead scrum teams and vendors.
Key Responsibilities:
• I own and lead (1) Digital tools proposition (Financial calculators, Search, Product comparison, Branch finder and customer focussed Decision tree engine) and (2) Digital customer journeys for lending products (credit cards, loans, mortgages & insurance).
• Create product evolution strategies, develop product roadmaps, act as a value maximiser by prioritising, collaborate with cross functional teams to define user centric & commercially viable digital customer journeys/products, run optimisation tests, make decisions to unlock business value.
Key Achievements:
• Led and launched ~70+ global tools across 21 markets surpassing KPI metrics goals we had set, with increase to 3.07m tool interaction visit, ~91% uplift in tool interaction rate, ~58% uplift in app intent rate and ~25% uplift in conversion, saving ~£4.4m+ overall.
• Led and launched multiple lending customer journeys with ~10% uplift in conversion funnel paving a path to iterate and optimise further and build relevant, dynamic experiences for customers, across various markets.
• Led and launched customer journey personalisation use cases to enable surfacing of dynamic content yielding +58% uplift in app start & 44% uplift in app submit across devices.
• Led and launched Expat website and UAE International section with redesigned, customer centric journeys & templates across all strategic products underpinned by reusable design patterns, fully integrated content platform and content APIs for full content management & syndication
Lead proposition for e-sign solution adoption, expansion and evolution with focus on understanding evolving business needs working closely with global markets and operational stakeholders as well as manage in-house and agency scrum teams.
Key Responsibilities:
• Product manage and deliver new cloud based omni-channel digital solution by integrating Adobe AEM and Sign, from ideation to delivery, so as to fit HSBC Wealth business needs keeping in mind its global reusability.
• Identify opportunities in new business areas to gauge product relevance & rollout Adobe esign in these markets tailored to their business needs.
• Articulate need for product improvement to bridge gap between business problems and technology enablers.
Key Achievements:
• Increased adoption and global footprint ie: c200 journeys on-boarded to go paperless leading to 25% uplift in customer conversion, 60% improvement in completion rates, ~£12m revenue increase, ~£1m in material cost save.
Deliver multi-million dollar investment digital proposition to revamp Help & Support (H&S) section with focus on serving
contextual content and improve customer experience with clear business outcomes - https://www.barclays.co.uk/help/
Key Responsibilities:
• Drive strategy for search and an intelligent, contextual & relevant customer contact digital feature.
• Articulate product needs to leverage new CMS capabilities and deliver responsive & intuitive proposition informed by analytics & SEO.
• Responsible to scale H&S proposition for our colleagues in Branch, Telephony and other channels.
Key Achievements:
• H&S (customers facing) - successful platform migration, c £1m cost saving p.a., ~25% increase in self-serve click-through rates.
• H&S (staff facing) - 100% uptake of product by frontline staff, 40% content optimisation, improved CSAT.
Lead the assessment, feasibility and delivery planning within the Online & Digital eCommerce platform business change team ie: Introduction of new digital propositions (products/services), Customer Experience changes, launch of new business proposition, change management for existing products/services.
1. Impact assessment across multiple Online sales and service Agile scrum teams.
2. Requirements elucidation for high value proposition, regulatory and discreet (NDA’ed) projects.
3. Managing solution recommendations and influencing architectural guidance based on roadmap.
4. External & Internal stakeholder management and peoples management.
5. Facilitate creative workshops ie: user journeys, wire framing, proof of concepts, usability testing.
6. Senior management Gate reviews and submissions.
7. Handholding delivery.
Deliver strategic change in support of Sky’s corporate goals w.r.t. product/service launches. Role was business facing in Customer Service Experience & Operations team and remit included (but not limited to),
1. Project manage business and operational readiness activities for product launches and service propositions
2. Trials Manager on a HVP (high value proposition) programme
3. Business Analysis and Process engineering involving stakeholder Identification and management across various business areas ie: sales, marketing, Online, operations, technology.
4. Drive change with focus on customer experience across RTM's (route to markets) with impetus on multi-channel customer journeys, operating model and Online user journeys.
1.Product Consulting and Delivery of strategic product and app offerings for service management area.
2. Presales for business expansion in new markets and regions.
3. Business Analysis to aid organizations streamline business processes and reduce costs on operations.
4. Part of the go-to market strategy team to sell and implement the modernization framework, for transformation projects, in partnership with industry big players (IBM/Oracle).
Delivered e2e IT solution, involving 40+ systems, using SCRUM project methodology (Agile). Each phase was worth millions and was part of delivering BT Superfast Fibre Broadband (SFBB) from conception to a working E2E FTTx product within 8 months. This was followed by successful internal trials improving the CT (cycle time) and RFT (right first time) and enabling the next phase of large scale trials in Milton Keynes. The story has received BBC coverage, link: http://www.bbc.co.uk/news/uk-england-11566065
Requirement capture, design and deliver organisational strategic solutions so as to align with the key objectives of system rationalisation and transformation and achieve a convergent IT systems estate.
eCoX being a BT Wholesale's CRM platform, project encompassed adherence to the equivalence conformance (EOI) as a result of BT's regulatory undertakings with ofcom.
Responsible for leading the component design and delivery of the existing CRM system to make it EOI compliant.
Responsible to service manage the Electronic Customer Order (eCo) and Field Sales and Marketing (FSM) applications for BT Wholesale which were their strategic CRM platform. It is an instance of Siebel which has been developed and customised for the needs of BT Wholesale. It is used to place Orders/track progress/store customer inventory/product information and provide sales support and customer care. eCo is also integrated with numerous interfaces (COM Siebel applications) which form a part of the overall architecture and are closely knitted with Siebel.
Joined as graduate and moved on to serve various roles in technology and delivery
Jan99-June99 - Post recruitment joined as graduate and underwent 6 month comprehensive academic programme in IT systems, design, processes and management.
Followed by delivering high value projects working in various roles, in India and United Kingdom, across different lines of business in BT, as below,
Business Analyst for BT Openreach (sub-con by TechM)
Lead Solution Designer for BT Openreach (sub-con by TechM)
CRM Design & Delivery Lead & Coordinator for BT Wholesale (sub-con by TechM)
CRM In-Life Service Management for BT Wholesale (sub-con by TechM)
CRM consultant, BT Retail (sub-con by TechM)
Tech lead, BT Retail (sub-con by TechM)
Developer, BT (sub-con by TechM)
Broad-vision COTS product consultant, BT Syntegra (sub-con by TechM)