Jiten Kapadia Email & Phone Number

Hørsholm, DK

Hørsholm, DK

Copenhagen, Capital Region, Denmark

• Define vision and roadmap for Help Universe on TDC.dk and Chat as a channel
• Set & drive quarterly goals / targets in line with roadmap
• 𝗥𝗲𝗱𝘂𝗰𝗲𝗱 𝗰𝗼𝘀𝘁 𝘁𝗼 𝘀𝗲𝗿𝘃𝗲 𝗯𝘆 𝟱%
• 𝗜𝗺𝗽𝗿𝗼𝘃𝗲𝗱 𝗧𝗵𝘂𝗺𝗯 𝗿𝗮𝘁𝗶𝗻𝗴𝘀 𝗳𝗼𝗿 𝗛𝗲𝗹𝗽 𝗨𝗻𝗶𝘃𝗲𝗿𝘀𝗲 𝗳𝗿𝗼𝗺 𝟯𝟬% 𝘁𝗼 𝟱𝟬%
• Stakeholder management including customer service agents, products, UX, CX and IT
• Fail fast mindset (cost conscious culture, run cheap experiments before investing in building expensive features), analytics (prioritization, data driven decisions), ongoing customer feedback reviews and action

Copenhagen, Capital Region, Denmark

• As part of a team, empowered to establish a customer centric culture and ecosystem, I collaborate with other teams to:
• Prioritize experiences, based on data, to achieve impactful outcomes
• Design and conduct experiments
• 𝗗𝗲𝗹𝗶𝘃𝗲𝗿 𝗰𝗼𝗺𝗽𝗹𝗲𝘅 𝗱𝗶𝗴𝗶𝘁𝗮𝗹 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲𝘀 stretched across several departments / units e.g. digital operational status for all products

Copenhagen, Capital Region, Denmark

• Coached teams to break silo-thinking, focus on delivering customer value through mini experiments
• Mentored product owners, chapter leads and tribe lead in Agile mindset and ways of working
• Trained product owners and Nuuday Leadership team in the right usage of OKR framework
• Facilitated several workshops remotely, including quarterly prioritizations for the tribe
• 𝐀𝐰𝐚𝐫𝐝𝐞𝐝 𝐟𝐨𝐫 𝐢𝐧𝐬𝐩𝐢𝐫𝐢𝐧𝐠 𝐚𝐧𝐝 𝐠𝐮𝐢𝐝𝐢𝐧𝐠 𝐭𝐫𝐢𝐛𝐞 𝐭𝐨𝐰𝐚𝐫𝐝𝐬 𝐚𝐧 𝐨𝐮𝐭𝐜𝐨𝐦𝐞 𝐝𝐫𝐢𝐯𝐞𝐧 𝐜𝐮𝐥𝐭𝐮𝐫𝐞
• Established an Agile Coach collaboration to train and improve the Quarterly Prioritization process across brands

Copenhagen Area, Denmark

• Scrum Master for TDC.dk
• Conducted Agile ceremonies and removed impediments to enable delivering incremental value
• Coached Product Owner and team members to focus on product vision, thus producing highest value for the user
• 𝐄𝐬𝐭𝐚𝐛𝐥𝐢𝐬𝐡𝐞𝐝 𝐚 𝐃𝐚𝐭𝐚 & 𝐀𝐧𝐚𝐥𝐲𝐭𝐢𝐜𝐬 𝐜𝐮𝐥𝐭𝐮𝐫𝐞 𝐰𝐢𝐭𝐡𝐢𝐧 𝐭𝐡𝐞 𝐭𝐞𝐚𝐦
• Built Dashboards, that could be used in near real time to track usage and behaviour

• As a consultant from Capgemini at TDC, I was responsible for the following:𝐓𝐃𝐂, 𝐒𝐜𝐫𝐮𝐦 𝐌𝐚𝐬𝐭𝐞𝐫 (8 months)
• Scrum Master for eWeb, TDC's web shop for home and business users
• Established processes, way of working and tools as the team size increased for 3 to 10 members in a short span of time𝐓𝐃𝐂, 𝐒𝐫. 𝐏𝐫𝐨𝐣𝐞𝐜𝐭 𝐌𝐚𝐧𝐚𝐠𝐞𝐫 (8 months)
• Delivering Location Intelligence services to TDC's customers
• End to end delivery across 6 departments within TDC, from network data collection, anonymization, aggregation, personalization, and visualization

Denmark / Sweden

• 𝐆𝐥𝐨𝐛𝐚𝐥 𝐆𝐚𝐬 𝐏𝐫𝐨𝐯𝐢𝐝𝐞𝐫, 𝐒𝐫. 𝐃𝐞𝐥𝐢𝐯𝐞𝐫𝐲 𝐌𝐚𝐧𝐚𝐠𝐞𝐫 (9 months)
• Accountable for delivering a B2B website, mobile app, minor Salesforce CRM improvements along with Organization Change Management and PMO services out of Denmark, France and India with 30+ FTEs
• Commercial responsible from Capgemini for the engagement𝐅𝐚𝐥𝐜𝐤, 𝐍𝐞𝐰 𝐍𝐨𝐫𝐝𝐢𝐜 𝐖𝐞𝐛 𝐏𝐥𝐚𝐭𝐟𝐨𝐫𝐦 (9 months)
• Responsible for delivering the B2C website - Falck.dk, including an eCommerce setup
• Turned around the project by taking over responsibility mid-way to motivate the team, establish confidence of key Falck stakeholders, ensuring predictability in our plans, while changing the delivery and commercial.
• Responsible for delivering Development and Maintenance services to the Sales application area, in a 24*7 setup delivered out of Sweden and India with 120+ FTEs

• 𝐈𝐊𝐄𝐀
• Responsible for setting up reporting, service level management, contract calendar and administration routines during the transition period with a team of 10 spread across Sweden and India

• Build transition / transformation plans for various large and complex bids
• Mentor Projects with good practices in Distributed Global Delivery, Transition strategies, KPI's, etc.

• Application Manager for the inter operator billing system at TDC
• Previously, as Transition Manager, accountable for transferring 150+ FTE work from Denmark to India

• Lead small teams of 10-15 FTEs to deliver application support
• Developed and supported applications in 24/7 setup

• Provide training on COM / DCOM, VC++, Unix, Java
• Responsible for System Administration of the Terminal Servers at the Training Centre
• 𝐑𝐚𝐧𝐤𝐞𝐝 𝟏𝐬𝐭 𝐚𝐜𝐫𝐨𝐬𝐬 (𝟐𝟎𝟎𝟎+) 𝐬𝐭𝐚𝐟𝐟 𝐟𝐫𝐨𝐦 𝐖𝐞𝐬𝐭𝐞𝐫𝐧 𝐫𝐞𝐠𝐢𝐨𝐧 𝐨𝐟 𝐈𝐧𝐝𝐢𝐚 𝐢𝐧 𝐉𝐚𝐯𝐚

Requirements Gathering, Development & Unit Testing.