Daniel Higgins Email & Phone Number

London, England, United Kingdom

Currently leading a team of product owners, focused on developing brilliant identity experiences for our customers, reducing friction and improving security.

London, United Kingdom

Managed the in-life performance and transformation of the identity platform supporting 20 million BT & EE consumers.

London, United Kingdom

Responsible for setting the vision, defining the strategy and delivering the roadmap for both the EE Virtual Support app and the My EE Home web application. Due to the structure of the tribe I have a dual role; as senior product owner for the Virtual Support squad and as product manager for the My EE Home application.

Responsible for setting the strategic vision for the digital customer experience for the My Account web application. I defined the user experience, owned the usability standards, managing the roadmap improvements and driving customer adoption to meet the business strategy.

Grew a small-scale tactical customer request management solution to a core strategic system underpinning the GS online strategy. Within three years of going live, the usage exceeded £200 million in annual orders and over 1 million customer transactions. Due to the success of the first generation of the product I was entrusted to lead on a £1 million redesign to update and overhaul the user experience - to drive more usage and improve customer satisfaction

Carried out the initial user research, solution design and managed the development of a new online quote and order request management tools. The applications and portal were key to transforming the way the key customers such as Microsoft, Novartis and Unilever interacted with the GS business teams. I personally deployed the online services to the key customers and end users, constantly gathered customer feedback through workshops and informal conversations to improve the experience.

Sevenoaks

The role was to project manage the development and adoption of a wide range of Service Management applications and to deliver them to BT Global Services customers. The applications were used by BT customers for change request, order, inventory and fault incident management activities. The systems ranged were large scale internal CRM and asset management applications. I carried out project resource planning and milestone reporting and worked closely with Remedy, Oracle and Business Objects developers

Sevenoaks

Managed a team providing detailed management information and contract support to multi-national corporate clients for BT Global Services. I carried out extensive internal and external customer negotiations at senior levels. The role required a wide range of skills - customer stakeholder management, accurate billing of multiple services, complex problem solving and working as part of a team. Led a high-profile project involving a virtual team from across the business in order to develop a complex repricing tool and generate millions of pounds of profit for Global Solutions. I