Digital Product Lead
OSN
Total years of experience :11 years, 9 Months
At OSN, I managed a million-dollar product, insuring the relationship with external agencies and internal partners. Leading a team of 2 business analysts and 3 designers (UX & UI), working in an agile environment.
After 1 year and with 60k monthly active users, MyOSN app is already saving OSN 120k$/month. And also enhancing the brand image.
When I started at OSN I was leading a small team of 3 developers and 1 designer. The first challenge was to build a team quickly, almost from scratch. A project manager rapidly joined me to help me with this task. 6 months later, we had a team of 20 people (designers, business analysts, scrum master, developers, QA).
Building the team with a real team spirit, and allow some personalities to take the lead in their own field, having a team that support each other to achieve hard deadlines was my 1st pride.
My role was not only to run a product. But also to lead the digital transformation of OSN, with my colleagues from the digital department. I had to educate strong business stakeholders to a new world, more customer focused, and to new methodologies like customer development and AGILE. Dealing with strong and senior stakeholders was my 2nd challenge. Understanding their concerns and frustrations, and rally them to my ideas and vision. For the good of our customers and so, the company.
Tasks
- Dealing with business stakeholders to prioritize the product backlog
- Working closely with the scrum team to ensure prioritization and business understanding
- Leading the business analysts who document business needs (user stories)
- Leading a design agency, to ensure that business needs are well designed
- Leading user testing to design a product based more on evidence and less on opinion
Implementation of MyAXA customer portal for the Gulf region
Clarification of the project vision with the business team
- Improve customer experience by providing mobile 1 st e-services
Conception of the customer portal
- Conduct workshops with business teams to analyse & prioritize customers’ needs
- Design a great UX working with an experienced UX designer (user interviews & wireframing)
- Write user stories (AGILE methodology) and manage developers (external vendor based in India)
- Deal with internal IT teams to align MyAXA with other projects (constraints & dependencies)
As a member of the “customer experience” team, I have analysed customer feedbacks to propose and design
improvements of different parts of the airfrance.fr website (flights search, payment, registering). The main
objective was to offer a world class experience to customers in order to improve loyalty.
AirFrance.com Bookings: 15.000 bookings/day, 10 million €/day.
Improve user’s satisfaction note on payment & search flights steps:
- Collect & analyse users feedbacks from different sources (twitter, call centres, feedback button)
- Redefine the customer journey and messages to display in collaboration with business stakeholders
(payment, flights research)
- Work with providers to understand their services (Amadeus global distribution system, Banks, 3D-Secure)
- Work closely with IT to improve the mapping between partners and Air France web services
- Coordinate different IT teams involved and communicate about the progress
Results: satisfaction note went from 5.9 to 6.5/10 (which is “good”)
Develop Air France online sales by leading three new websites opening (Iran, Uruguay, and Guinea):
- Organise workshops with local sales teams to gather requirements (regulations, specificities)
- Coordinate stakeholders involved in the project for each process of the website, 9 persons (local sales,
IT, emailing, content management, payment/fraud, analytics, testing)
- Manage risks & the project communication
Results: Iranian website was launched 1 week in advance
Enhance the quality and simplicity on different process of the website:
- Analyse web & mobile data, A/B testing and involve business teams
- Identify bugs and find the nature of the issue (by requesting Amadeus System to reproduce the errors)
- Lead workshop with IT to discuss the feasibility of the improvements and plan them
- Write functional requirements and design wireframes for main changes
I have leaded the implementation of a tool which helps Air France managing the relationship with its provider
(luggage handling). This tool provides key indicators like the number of lost luggage and the time to send them
back to clients for example. The goal was to use these concretes data to help the provider improve himself and
reduce Air France relative costs.
- Lead workshops to understand business needs (luggage’s handling & provider management)
- Create Business Objects reports and train users to create their own reports
Help international station managers to grow their revenue by managing their team in billing baggage surpluses:
- support users in using a report which provides information on baggage surpluses per passenger
- Write improvement notes for IT team, to fix issues or enhance the tool
I implemented a reporting tool to monitor the IT incident handling activity (via a ticketing tool). In order to optimise
resource management of the IT support team. Key indicators were for example: number of incident per application
or hardware, per period.
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courses: ü Customer Success ü Customer Experience (UX/UI) ü Product Management ü People management ü Digital products (eService/eCommerce)