Louise M C Jones Email and Phone Number

Vice Senior Manager, Cross Service Development Department, System Division, Rakuten Payment Inc- Group Manager for Project and Product Management- Group Manager for Data Services

Project and product management across technology teams in Rakuten Inc and from October 2020, also Rakuten Payment Company.

Assistant manager of two technology-focussed teams covering mobile authentication and system architecture.

Project management of mobile/social and backend software development.

• Established rotations to service support for development teams. Resulted in improved developer job satisfaction and 43% fewer customer tickets due to system issues over the quarter.• Determined service costs; designed financially-accurate service plans, resulting in achievement of target margin for sales of new product modules.• Identified inefficiency and risk in non-EU third-party level 1 support and increased direct report headcount to 5 to bring in-house. Delivered cost-saving and protection from potential GDPR breach.• Navigated incidents, successfully retaining the customer and promoting lessons learned.

• Drove product improvements based on service delivery team’s feedback. E.g. created user stories for improved filtering & downloading for admins. Resulting functionality saved service desk hours monthly.• Overhauled automated test suite, releasing 10% of QA staff time and enabling more rigorous testing.• Lead client meetings with top retailers John Lewis, Tesco, Argos & major healthcare firm NHS SBS.• Scrum master for software engineering & QA teams in multiple countries; creative approaches to retrospectives shared as best practice internally and externally.

• Created consistent repeated repair logic across all 17 European subsidiaries by conducting analysis into repair reason and authenticity. Standardised logic decreased warranty hold rate by 49% and consequently, administrative burden• Developed prototype labelling process for the return of parts after in-warranty repair by collaborating with the European spare parts hub (Breda) and subsidiaries. Initial results showed potential for cost recovery from 3rd parties and paper wastage reduction for partners.

• Implemented improved KPIs, which led to efficiency in the auditing process and highlighted risk of fraudulent activity and poor data management. • Created dashboards to display warranty operational information clearly & reduce reporting burden.

• Assistance with multiple projects e.g. editing guidance documents & working with colleagues across teams to roll-out new functions across multiple languages. • Enhanced internal communications: launched a quarterly publication; ran a pairing scheme, acting as key contact person for Austria; end-to-end project management of a survey of hundreds of colleagues.

Jan 2014 - Feb 2014: Graduate Intern, PoliteiaPoliteia is a London-based think tank.• Supported events with representatives of the House of Commons, embassies, universities and companies. • Edited materials including pamphlets, reports and press releases. • Supervised undergraduate intern, developing management skills.July 2013 - September 2013: Intern, Morgan RossiterMorgan Rossiter is a central London PR firm• Researched client companies and relevant media to assist in devising PR engagement strategies. • Assisted in devising creative initiatives for public engagement which were presented to clients. • Ghost wrote articles for clients, which were published in leading sector press. June 2012 - July 2012: English Teacher, Jinju Health College, South Korea• Taught English during the college’s summer English camp, run by Oxbridge intercultural Programmes and funded by the South Korean government.• I worked as a team of two teaching ten 19-22 year-old students, having designed and carried out the intensive lessons together. Students gave positive feedback & test scores improved.