Jonathan Williams Email & Phone Number

Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

As a Senior Product Analyst at Manulife, I've been at the forefront of digital transformation, driving impactful enhancements to our offerings. My expertise lies in crafting clear user stories and strategically prioritizing features based on Product Increment (PI) planning, aligning them with customer objectives, feedback, and market trends.My role extends beyond analysis; I serve as a key resource for predictive modeling and quantitative concepts, translating them into actionable… Show more As a Senior Product Analyst at Manulife, I've been at the forefront of digital transformation, driving impactful enhancements to our offerings. My expertise lies in crafting clear user stories and strategically prioritizing features based on Product Increment (PI) planning, aligning them with customer objectives, feedback, and market trends.My role extends beyond analysis; I serve as a key resource for predictive modeling and quantitative concepts, translating them into actionable insights for various user groups. I've skillfully managed the complex Customer Experience (CX) platform, leveraging agile Scrum methodologies to gather data rapidly and make informed decisions throughout the product lifecycle.My commitment to proactive ideation and fostering cross-departmental collaboration has consistently delivered innovative solutions. I'm dedicated to delivering results, aligning objectives with value streams, and driving excellence in product management. Let's connect to discuss how we can collaborate on transformative initiatives. Show less

Greater Toronto Area, Canada

As a Business Analyst at TELUS, I've been a driving force behind business improvements and customer experience enhancements. My responsibilities included defining UX strategy, designing vision, and translating customer pain points into actionable user stories, resulting in increased satisfaction.I've successfully implemented chatbot solutions, significantly improving business value and customer interactions. My expertise in analyzing customer satisfaction metrics has driven insights for… Show more As a Business Analyst at TELUS, I've been a driving force behind business improvements and customer experience enhancements. My responsibilities included defining UX strategy, designing vision, and translating customer pain points into actionable user stories, resulting in increased satisfaction.I've successfully implemented chatbot solutions, significantly improving business value and customer interactions. My expertise in analyzing customer satisfaction metrics has driven insights for enhancing the overall customer experience. I've also managed relationships with external vendors and led projects that improved customer intent resolution.My role extended into data governance, where I operated as a liaison for the Data Trust office, leading data governance initiatives and enabling data-powered products. My ability to proactively identify and mitigate roadblocks and my dedication to process improvement consistently delivered results.I am passionate about driving performance improvements, enhancing customer experiences, and collaborating to meet strategic goals. Let's connect to explore opportunities for transformative initiatives. Show less

Greater Toronto Area, Canada

• Was responsible for creating, managing and editing the foundation for all content within the TELUS Virtual Assistant chat bots for the purpose of answering and guiding customer inquiries• Generated regular and ad-hoc reports using to ensure compliance with TELUS Digital branding requirements.• Documented, evaluated and tracked testing results to ensure successful customer intent resolution• Assisted in process mapping and analyst in attempts in reducing customer effort.

• Resolved problems in a manner that regularly transcended customers’ expectations in effort to avert escalations to the Commission for complaints for Telecom (CRTC/CCTS)• Maintained a 93% satisfaction rating over a 24-month period• Acted as a liaison with other departments as issues arose that required the expertise of other • Monitored weekly and monthly productivity metrics in efforts to constantly improve statistics