Roadmap Heroes empower tech teams to plan strategy, track execution, and clearly communicate using roadmapping tools such as Aha!, ProdPad, Dragonboat, JIRA and more.Our consulting and training services are based on over 20 years experience in software/product roles and hundreds of successful roadmap implementations.

Co-creator and co-host of the Talking Roadmaps 🎥 YouTube Channel - where we will be talking all things roadmapping with experts, practitioners and thought-leaders.

Achievements• First Customer Success Manager outside of USA to support customers and growth in Europe, Middle East and Africa• Coach and mentor new Customer Success Managers as the team rapidly scaled• Perform internal analysis projects to identify opportunities for operational efficiencies in support• Defined process and technologies for handling customer calls in EMEAKey Responsibilities• Providing full customer lifecycle activities from pre-sales and product demos to procurement, negotiation, legal, security, adoption, training and support• Sharing Aha! and product management best practice with a global customer base of >250K users and some of the largest organisations in the world• Creating, delivering and training bespoke customer implementation programmes to ensure successful adoption and usage of Aha! (part of the concierge service)• Hosting product demonstration and training sessions with single and multi-company audiences of up to 100 people• Providing Aha! application, process and troubleshooting support via email, phone and video conferencing with a <2 hours average initial response rate

Managing a team of 9 we:• Instigated, prototyped, tracked and delivered a new online self-service platform for Vodafone UK. Reduced online escalation by 15% (base of 700K/month), delivered a responsive experience to include mobile web customers (a first for Vodafone UK) whilst realising OpEx savings of £700K over 2 years• Increased customer NPS in contact centres by 11% through continuous improvement initiatives to ensure support materials used by the customer service agents is contemporary and accurate• Raised my people management index scores by 10% over department average• Delivered a >20 point NPS improvement by auditing the self-serve content in addition to improving FAQ efficacy and reducing contact escalations• Delivered an intelligent online contact capability improving self service by 300%, reducing escalations into the contact centre by an estimated £2M per annum whilst standardising and simplifying contact options for customers on fixed web and mobile. Saw an immediate drop in webchat by 25% and 90,000 calls in the first month of launchLeading a team of 4 product managers and 5 process administrators responsible for:• Product management of Vodafone UK's digital support portfolio including social media, self-service, web chat and agent knowledge base capabilities across mobile and desktop platforms• Knowledge management of over 700 working instructions and diagnostics flows used by a population of c.6500 agents in contact centres and retail that support our customers• Responsible for end to end product and process management, stakeholder management, strategic direction, product and portfolio roadmap and dependencies, business case definition, resource allocation, requirements elicitation and backlog prioritisation, project management, testing and delivery, business adoption and exploitation, objectives and personal development• Accountable for £1M+ OpEx budget, business cases and quarterly spend profiles

Working as a senior consultant as part of IBM’s Global Business Services working with the UKBA on the eBorders advanced passenger information programme. Performing requirements elicitation, technical documentation, leading tripartite workshops, management of full requirement catalogue, maintaining project level risks and issues log, produce detailed test plan with execution timelines and test data, produce requirements traceability matrix and other agreed project deliverables.

Requirements SME responsible for management of all requirements considered onto the IT roadmap, through-life requirements documentation and management, ensuring requirements are valid, traceable and conform to corporate standards, identification and mitigation of assumptions and risks, active member of corporate requirements council.

Achievements• Successfully delivered a sensitive tax and legal project worth £10M to Dell in February 2008 to the business heads of the tax and legal departments. Received award for outstanding effort and delivery benefiting both Dell and the customer experience• Owned, tracked and implemented a mandatory project to support the Switch / Maestro payment transition in August 2007. 11% of annual revenue in the UK ($7.15M) was retained through this payment type coupled with avoidance of legal implications and vendor fines• Respected subject matter expert for applications within my own remit as well as specialising in other applications to better support business needs. Built strong relationships within Dell as single point of contact for business partners, IT and application support assisting with incident resolution where neededKey Responsibilities• Functional owner of transactional e-commerce capability for Dell (consumer and commercial) in EMEA• Responsible for development and interpretation of business needs in alignment with global roadmaps / strategic initiatives and their translation into IT projects• Lead, track and deliver the business components associated with IT projects• Create and maintain business requirements and functional specifications for product enhancements from the earliest stages of the project / product life cycle, through to adoption and user level documentation

Second line support for all Dell EMEA eComm, online applications and order management systems c.300 servers located in Ireland, 24/7 oncall support and deployment activities, own and drive root cause fixes with other IT partners and investigate preventative measures where appropriate, monitoring and legacy application subject matter expert.