Jennifer Fitzpatrick Email & Phone Number

Dublin, County Dublin, Ireland

Dublin, County Dublin, Ireland

Developing and executing on the short term product roadmapEngaging with the vendor to improve the BOT experience and increase self serviceCollaborating with key stakeholders to improve the social agents experience and performanceLiaising with multiple vendors on building the long term strategy for Conversational AI Platform

Dublin, County Dublin, Ireland

• Achieved the highest app star rating by using insights and listening to customers feedback through the app stores and continuously improving the user experience
• Collaborated with marketing teams to increase digital top up channel share through various campaigns and journey improvements.
• I merged the app and web teams to ensure that roadmaps were working towards a consistent product vision and introduced new ways of working
• I managed a team of 2 Product owners and 2 multi-disciplined teams both on shore and off shore of product designers, analysis, testers and engineers using agile methodologies with regular releases
• Liaised with the Base Management team to successfully deliver gamification within app to increase engagement
• Developed the Digital Care Strategy to become the primary touchpoint for Vodafone customers and to provide a personalised experience and optimise key customer journeys

Dublin, County Dublin, Ireland

• I reported into the Director of Consumer for 5 months and was responsible for the digital team of 35 people, including digital care, digital sales, design, development and content chapters including digital analytics.
• I liaised with IT and Product owners to launch the new features and journeys on the website and to ensure it was fit for purpose once live on the website
• I was part of the Consumer Leadership team and worked cross functionally to develop the digital strategy for the next financial year
• I was responsible for the operational cost and capital expenditure for Digital and engaged with the finance teams to ensure projects and resources stayed on forecasted digital budget

Dublin

* Product owner of a cross functional agile squad to drive engagement with the My Vodafone app and improving conversion rates on key journeys* Driving customers from traditional channels to move to digital, therefore driving channel share to bring business benefits* Lead an agile team of designers, developers and testers to build experiences to solve key.

County Dublin, Ireland

* Product owner for My Vodafone app and website* Responsible for driving self service and reducing calls to the helpdesk* Responsible for Digital Net promotor on the website and app. Understanding the customers issues and needs and putting actions in place* Digital lead on the business transformation progamme

Dublin

Pro-actively identified business and segment requirements which will effect the customer experience and call volumes. A key contributor to new product development business cases, ensuring excellent customer experience for product introduction, fulfilment and maintenance. Working with cross functional team to agree and manage the Net Promoter improvement.

Dublin

* Ability to design, plan and deliver call and cost reduction targets and Net Promoter Scores goals* Provide customer insights regularly to ensure Vodafone key stakeholders are aware of market wins/challenges in their strategy * Working with outsourced vendors on a daily basis on call reduction and net promoter programmes * Ability with work on behalf of.

Dublin

* Manage a team of agents who are responsible for the retention of Vodafone Home Phone customers. * Liaised with internal departments to design better cross functional workings, improve processes and customer experience which reduced escalations and leadtimes. * Managed the performance of the team ensure we meet the KPIs.* People manager role to a team of.

Dublin

* Managed a large diverse team within the Customer Service Organisation including Complaints, Customer Relationship Executives, Dedicated Service Manager, 1st and 2nd Level Residential Technical Support and Corporate Technical Support.* Customer Service Lead on the Customer Experience Programme.* Engage and Support all market segments within BT Ireland.*.

Dublin

* Managed a large team that ensured the smooth delivery of orders from all business units.* Managed and monitored the "Right First Time" for all order entry tasks.* Managed and analysed KPIs to ensure that orders were delivered within the specified leadtime.* Managed all backlog to zero tolerance levels.* Communicated to all levels of the organisation on.

Dublin

* Responsible for administration across several departments within the Engineering environment.* Responsible for the scheduling and the installation of orders within agreed timelines* Liaised with the Head of Engineering to review progress reports on a regular basis* Liaised with Sales and Account Managers to reduce orders on hold* Managed a team of 6 people

* Scheduling the installation and removal of customer’s equipment. * Calling customers directly and keeping them customer informed of the progress of their order* Working with 12 engineers and 2 external contacting companies* Weekly meetings with contractors to progress the flow of information back to the sales departments