Jamie Meredith Email & Phone Number

United Kingdom

United Kingdom

Discover - Quantitative data analysis using behaviour analytic. Qualitative analysis using LLM analysis of user feedback (after delivering functionality of capturing this data), user and customer(B2B) interviews along with market research to identify pain point. Collaborating with stakeholders including senior managements and clients, to prioritise and deliver high-impacting initiatives for users, the business, clients(B2B) and clients-clients(B2B2B). Validate - Starting with the problem, collaborating with SMEs and to progressing to a solution. Defining clear goals and success measures. Validating solutions through user testing.Build - Documenting thought PRD and user story mapping allowing for effort estimation and tracking progress through to delivered. Unblocking barriers or issues through regular team communication and engagement, all following Kanban methodology.Launch - Identification and creation of launch plans depending on initiative including phased rollout, internal communication and documentation for relevant stakeholders inc. Customer Support and Sales, user communication and press releases.Evaluate - Measuring success of initiatives both qualitatively and quantitatively, with KPIs including user satisfaction scores and conversion rates , identifying continuous improvement opportunities Coach - Leading the Product Guild to drive a product mindset and improve overall skillset, including coaching both within and outside of the organisation. Championing Product-Led Growth focus including the scoping and delivery of Onboarding, Helping users help themselves & User Feedback capture initiatives.Leading the overhaul of platform to be user & client outcome focused on financial wellbeing and accelerate SaaS delivery to excising clients and new prospects.Delivery of market leading initiatives to help users with Financial Wellness such as:> Emergency Cash Fund> Savings Goals

Creation and implementation of prioritisation framework to maximise ROI. Delivering against the product vision and strategy creating an outcome focused roadmap to resolve users problems.Setup and management of backlog. Breaking initiatives down into smaller and iterative deliverables, giving value to users quickly and gaining valuable insight. User story mapping to deliver minimal cohesive journeys and user stories that can be refined and developed by Scrum team.Market fit understanding through scoping and implementation of a process for competitor analysis and comparison, allowing for deeper understanding of market and the opportunities for the product. Supporting with GTM activity including pricing, product marketing and sales processes.Effective stakeholder management through mapping and interviews, putting into place a strategy for effective communication and engagement.Scrum Master responsibilities including ceremony facilitation, embedding Agile and collaborative ways of working.

Creating strong investment proposal to facilitate creation of 2 fully autonomous Agile development teams to lead digital transformation and rebuild of global self serve channelDefine product vision and strategy with a customer outcome based 5 year transformation roadmapBreaking down complex transformation into achievable initiatives, delivering value and CX improvements in stagesPrioritisation of initiatives based on ROI including business risks, revenue protection, incremental revenue opportunities, dependencies and development effort/timeLeading 2 remote and dispersed development teams to transform online experience including infrastructure, data processing/storage and online customer journeysEffectively managing dependencies through transformation to avoid delay in customer facing changesCreating working parties to identify and implement appropriate solutions to customer problems including UX, User Research, SMEs, Engineering, Architecture and Business Process OwnersUtilising all data available including contact reasons, customers digital interactions and customer feedback, verbatim, research or insight to make informed and data driven decisionsDriving customer retention and repeat purchases/interactions by offering world class post sale experience to build customer loyalty, implementing personalised recommendations at appropriate touch points

Strategy creation and implementation for Global RS online My Account product, transforming to a stand alone cloud based application.Iteratively building upon existing capabilities, while identifying new functionality to drive increased revenue, improved customer experience and deliver self serve tools.

Overseeing the development of the My EE Web Product for Pay Monthly and Small BusinessEffective backlog management to maximise ROI from all involved in Digital Self ServeReviewing and monitoring of KPIs and other reports to identify on-going improvement opportunities to create effective optimisation roadmapIdentifying and scoping new functionality or capability and working to implement those into My EE Web, reducing requirement for customer contacts and improving overall Digital experienceCreating business cases, reviewing and realising the benefits of improvement activities. Clearly articulating current performance against overall strategy and targetsProduct and eService Lead for many projects including BT Sports and Apple Music launchesShaping the strategy for the future of the product having a holistic view of items on all roadmaps to order items effectively, reduce regrettable activity and maximise efficiencyDriving key adoption and 30/90 day active users initiatives to support with delivery of 100% Digital Adoption

Customer Service point of contract for Digital area assisting with all matters including Propensity To Call, NPS and Complaint reductionBringing to life the key Customer Service call drivers and pain points for customers, allowing for opportunities to be prioritised to deliver maximum benefits and ROIActively identifying new opportunities to deliver improved experience for customers, increasing engagement and reducing PTC across several channels including IVR, SMS and DigitalRepresentation of Customer Service for cross-functional projects to ensure operational readiness, awareness and knowledge that will deliver the best customer and agent experienceIssue resolution requiring engagement with key stakeholders to achieve a resolution, informing customers effectively and supporting advisors to resolve queries

Identification, design and implementation of end-to-end procedures to deliver improvement in efficiencies, compliance, experiences and additional revenue through incremental salesWorking on early Omni-channel experiences, including Chat system Now Interact into Telesales estate trial delivering all process and policies Effective action log, risk and issue management as part of project delivery activity of both internal self driven/identified change and external business driven change to required timescalesDesign, support and lead within a virtual team for the successful launch and implementation of external changes into CS environment including Price Plans, Policies and PropositionsManagement of all KPI performance On and Offshore for multiple lines of business, across different Sites and Partners and a variety of geographies equating to approximately 700 FTEContinuous improvement of advisor ability to resolve customers queries as effectively as possible with changes to knowledge base, communications to the operation and training

Leading a Team of 16, delivering exceptional results in customer experience and salesAwarded highest sales team within Operations, Site and DepartmentCoaching and developing staff enhancing sales and experience, supporting personal growth

Delivering against sales targets while maintaining a high level of customer experienceRewarded as a Top 30 Sales Agent within Europe 2 years running

Chemistry

Education record

Chemistry Mathematics Physics