Killian Fleming Email & Phone Number

United Kingdom

Ireland

Designed and Established 20-Person Global Design Team: focus on improving end-to-end customerand service agent journeys.• Global Team Leadership: Manage and mentor a remote team across regions, fostering collaboration and promoting a culture of continuous learning and innovation.• Design Leadership: Embedded human-centred design and design thinking approaches in the overall project approach across the organisation• End-to-End Design Ownership & Delivery: Managed the entire service design lifecycle, from research & concept development to delivery, ensuring business alignment and an optimised customer experience through a strong partnership with technical teams.• Data-Driven Decision Making: Led the establishment of an insights-to-action pipeline &Incubator, turning customer data into impactful product and service improvements. • Stakeholder Management: Effectively communicated product progress, insights andrecommendations to leadership and cross-functional teams. • Led the design and delivery of a new B2C Seller Initiation Journey within the UK based oncustomer & market research focused on increased retention, registration success (2.5xIncrease) and first-time listing completion (4x increase), first time sale (5x increase)..• Innovation-Led Roadmap Development & Visioning: Designed and facilitated workshops thatbrought cross-functional teams together to craft product visions, business cases, and roadmaps using rapid design and development tools.• *Authenticity Guarantee: Developed eBay's Sneakers AG Vision & Strategy, driving loyaltyand trust in the platform. This initiative led to the creation of revenue-generating features likeAutomated PSNAD.• Streetwear: Defined the strategic vision for a new eBay category in collaboration withstakeholders. Leveraged market research, customer insights, and design thinking to build athree-year roadmap, driving significant market expansion through a design sprint approach.

Design-Led Strategist for Global Customer Experience Transformation within leading e-commerce marketplace client. • Act as service design lead, offering guidance on the embedding of principles of design-led strategy across the transformation to achieve an E2E experience-led approach• Design & facilitate design thinking workshops with director level stakeholders across various subject areas.• Leverage brand new client offering and act confident in ambiguity ensuring value for the client across 5 key transformation pillars: Value, Governance, Integration, Vision & Talent• Provide guidance to client on creating value-led approach including both financial and experiential metrics to enable data-led decision making during demand management• Outline varying large scale delivery methodology approaches and advise on the best next steps to implement & embed them within a technology-led environment.

Product Management/Experience StrategistGlobal new Business API release Developer Experience Strategy • Conducted research across 5 work streams to define the strategy required for ‘CMT client’ to deliver a best-in-class developer support experience across the lifecycle of their new business API.• Expert Interviews – Crafted interview structure and conducted interviews with client and Accenture SMEs. Data used to glean interesting qualitative insights to create benefit hypotheses to be substantiated by quantitative research streams• Assisted in the development of an international developer survey spanning 5 regions and over 1000 responses• Managed offshore team conducting social listening analysis, providing sufficient guide rails to work iteratively and ensure the relevancy of the final deliverable• Created an easy to digest output report encompassing the findings of all 5 work streams for product teams implementation• Provided weekly status updates to senior client stakeholders (Director of Enterprise Support Operations, Director of Developer Marketing)

Management Consultant working with Accenture's Customer Strategy & Consulting stream.Large Irish Insurance Broker | Product Designer• Created & tested the User Experience for updated product journeys from legacy systems offering improved functionality, information delivery, and accessibility features to customers.• Lead the design & delivery of a bespoke insurance offering across various target audiences offering improved accessibility and functional freedom for the user.• Provided oversight to sprint planning to accentuate the quantity and quality of work. Ensuring capacity and complexity are tracked to drive further continuous improvements across a multi-disciplinary team.

Dublin, County Dublin, Ireland

Major Irish Utilities Client | E2E Experience Delivery Consultant• Supported the implementation of new Agile ways of working, structure and processes across 7 different areas of the business ranging from ‘Customer Solutions’, ‘Employee Experience’ to ‘Network Development’.• Assisted workshop design and facilitation across multiple areas of the business from visionary strategic workshops to technical design.• Completed secondary and primary research on customer/employee challenges while identifying best-in-class solutions from cloud implementation opportunities to new internal application development.• Created a Scaled Agile Delivery model for their digital factory through discussions with senior stakeholders, leveraging our internal ecosystem to develop our approach.

Dublin, County Dublin, Ireland

Pillar Irish Bank | Business Analyst• Acted as the lead resource identifying, analysing & developing the resolution plan for defects resulting from stages of System Integration Testing (SIT) for a regulatory banking Enterprise Data Warehouse (EDW) delivery.• Liaised with senior client stakeholders (MDs), end-users & development resources globally to create resolution plans in a manner that would meet tight regulatory timelines.• Delivered staged updates to senior stakeholders across the bank, updating on key activities and successes to date, blending the technical and business explanations required based on the audience. • Worked to connect the dots between the Enterprise Data Warehouse and the client stakeholders using the knowledge gained during my time as a technical interlock working within the EDW.

Dublin, Leinster, Ireland

Pillar Irish Bank | Interlock/Implementation Analyst• Interlock analyst responsible for linking between business owners, functional and technical architects to deliver an EDW that adheres to regulations.• Facilitated design-thinking workshops with business stakeholders and end-user SMEs in which business data requirements are translated into functional and technical requirements to be modelled, built and delivered.• Created a 2-year roadmap for the analysis and delivery of a large-scale banking project including the implementation of new Agile initiatives across the program.• Secured buy-in and support from all business areas through collaboration with key stakeholders.

• Conducted ideation sessions around strategy and new product offerings with large and small scale partners. • Created user centred design concepts from initial product research, through sketching and modelling. • Created graphical presentations for clients displaying potential products using modelling software and adobe creative suite. • Worked as part of a multi-disciplinary design team to exceed client expectations.

County Limerick, Ireland

Completed Industrial design project to redesign the current product offered by the company to reflect a modern laboratory aesthetic.• Worked with company partners to identify and realise their required product objectives. • Managed the project with a team of 4 to meet deadlines and ensure the highest standard of work was completed. • Redesigned device aesthetic as well as user interface and physical interaction features.• See portfolio for project details.

County Limerick, Ireland

Started videography business to produce promotional videos for local establishments to share on their social medias to drive impressions and conversions.

Shannon, Co. Clare

- Performed as a functioning member of a multi-disciplinary engineering team.- Utilised critical thinking to design and implement new fixtures and operating procedures to optimise performance and ensure workplace safety for floor staff. - Led a project with sub-contractors and engineers to re-design a new assembly to reduce repetitive strain injury, potential accidents and decrease cycle time on an industrial welder. - Produced prototypes and fixtures using 3D printing. - Liaised with external contractors and companies for the fabrication of parts for the factory.

County Cork, Ireland

- Produced elevations and quotations for larger sites improving accuracy and ability from previous summer. - Composed quotation letters and communicated with architects and construction managers to insure the correct manufacturing process was used, as well as supply and fitting processes. - Created order forms for cavity closers to be produced in the factory for upcoming building sites after contracts had been signed. - Learned how to conduct myself correctly in an office setting; Interacting with employees who had been there for years, working with people who are far more qualified, learning everything I could from them while there. - Created quotations for companies given relevant drawings of houses/commercial buildings.

County Kerry, Ireland

- Performed under pressure in a 4 star hotel in the heart of Killarney serving both food and drinks with the intent of exceeding client expectations. -Acquired good communication and customer service skills as well as dealing with any and all complaints in a courteous, polite manner with the main aim of client satisfaction. - Entrusted to teach new junior waiters how to conduct themselves in the restaurant as well as the vital skills necessary to develop into an efficient waiter; e.g presenting yourself appropriately, communicating effectively with workmates, satisfying guest’s requests. - Acted as head waiter at two weddings, including the hotel owner’s son’s wedding. - Performed as supervisor, taking responsibility for all waiters working below me on a given day and ensuring the most pleasurable experience for all guests. - Acted as a link between waiters and relevant supervisor and management staff relaying any issues being had in the restaurant.

County Cork, Ireland

See Experience May-Aug 2017

County Kerry, Ireland

- Certified lifeguard with Irish Water Safety- Gained valuable experience dealing with individuals with specially tailored needs e.g, special needs guests.- Learned how to correctly coordinate as part of a team in a workplace.- Tasks completed included monitoring the levels of chemicals in the water every hour, various cleaning tasks and watching over guests and leisure club members while in the pool and gym, making sure safety and satisfaction were always achieved.

Bachelor Of Science - Bs, Product Design And Technology, 3.61/4.00 (1.1)

Activities and Societies: Member of the UL soccer club

Postgraduate Degree, Sustainability Leadership For Business

Leaving Certificate