Patrick Baldwin Email & Phone Number

United Kingdom

Valley Forge, Pa, Us

Product Owner engaged in the development and delivery of B2C financial services products for a leading asset management and financial services brand.

Dubai, Ae

Key member of a distributed Agile team responsible for delivering new B2C and B2B initiatives for Emirates Holidays, a premium holiday brand which operates in 40 markets. 1. New Market Rollouts Successfully launched Emirates Holidays brand in several new markets including Sweden, Denmark and GermanyImplemented fully transactional and localised B2C (emiratesholidays.com) and B2B booking solutions Transformed several EMEA booking sites from static to semi or fully transactional e-commerce sites Configured and set up flight & hotel inventory, ancillaries, payment gateway, customer documentation, CMS, web tracking and local language content for each market 2. Payments & PSD2 - Delivered 3DS1 and 3DS2 solutions for emiratesholidays.com within a short timeframe to ensure compliance with PSD2 - Enabled 3DS1 for Emirates Holidays India market to comply with local regulations 3. Agent Desktop - Enabled real time cancellation information foragents - Integrated Meet and Greet services for new markets - Travel insurance for the UAE market - Performed demonstrations of new version of Agent Desktop and established feedback loop

Uxbridge, Greater London, Gb

Product owner for an award winning MVNO:• Defining & delivering product roadmap for improved early life member retention: > Optimising giffgaff.com customer journeys for login, registration, bundle & top-up purchase and upsell, account management and access to help.> Product backlog management; user story creation, refinement, estimation & prioritisation. > Business value estimation and measurement. > Experimentation and A/B testing. • Re-design of giffgaff.com 'Ask an Agent' case management tool. Scope included migrating the front end to Oracle RightNow, new UX/UI, new help categories & deflection. • General Data Protection Regulation (GDPR); conducting information audit, gap analysis and requirements analysis to ensure full compliance. Rolled out privacy by design and new marketing consent processes.

London, England, Gb

• Assessed vendors for a common e-commerce platform for all Lufthansa Group airlines. • Product Owner collaborating with a shortlisted vendor to produce comprehensive solution designs for shopping cart, trip management and reporting functionality. • Oversaw a team of 10 people responsible for defining configuration and business rules for the main tenant airlines of the new e-commerce platform.

Middlesex, Gb

Operated as a Lead Business Analyst and later as both BA and Scrum Master in an Agile team delivering vertical solutions for ba.com desktop and mobile.Organized and facilitated iteration planning, stand up, user story grooming & estimation, show & tell and retrospective sessions. Advised Product Owner on the optimum mix of stories for each sprint.Elaborated user stories and defined acceptance criteria as part of a Behaviour Driven Development (BDD) approach to software delivery.Responsible for configuring and maintaining Rally and JIRA Agile collaboration tools.Collaborated with creative designers to identify and deliver UX/UI requirements using Protoshare & Axure. Supported customer testing using a combination of approaches including studio testing and A/B testing.Oversaw UAT activities. Collaborated with web analytics team to deliver Insight/Omniture reporting requirements.Projects:• Re-launched short haul ‘fare families’ with changed benefits proposition and new brand names. • Increased ancillary revenue through development of new online ‘hold booking for a fee’ product. • Delivered new pricing model for paid seating encompassing re-design of seat map UX/UI.• Successfully launched chargeable seat selection for online check-in. • Expedited personalisation initiatives for the storing of payment cards, travel companions, flight searches for registered customers.

Dubai, Ae

Directed e-commerce solutions for Emirates Airline and other hosted airlines, entailing the formulation of project briefs, business cases, RFP responses, solution evaluation, user requirements specifications and system test plans. • Executed implementation of Datalex and Mercator e-commerce platforms to provide an end to end booking and payment solution for multiple airlines including Emirates and Sri Lankan Airlines. • Provided new flight shopping and pricing tools to offer greater flexibility, more choice and upsell protential. • Enabled cross-selling by providing booking solutions for ancillary products and services, such as cars, hotels, insurance, seats, meals, upgrades, insurance and visas for emirates.com and other airlines.• Structured the incorporation of Skywards and other airline loyalty schemes to support reward bookings and upgrades for multiple airlines. • Successfully integrated Payment Gateway and Fraud Management solutions from Worldpay, Global Collect, Ogone and Datacash for multiple airlines.• Integrated Travelport ‘Rapid Re-price’ to enable voluntary ticket changes on emirates.com.• Developed solution for tactical closed user group offers accessed through promotional codes & private fares. • Implemented B2B ‘Business Rewards’ corporate/SME booking solution.• Rolled out ‘Keynote’ performance and availability monitoring of emirates.com customer journey.

London, London, Gb

Directed change management process for e-commerce projects for a major player in the UK financial services industry. Controlled shut down and recovery of all e-commerce systems for a major data centre upgrade.

London, Gb

Delivered a browser based ground product booking application for over 150 STA Travel branches worldwide.Administered, supported and enhanced ‘Columbus’ air product contracts database and ‘IBS’ ground product booking system. Became highly proficient in RDBMS (Oracle, Sybase) and SQL.

Master Of Philosophy (Mphil), Political Science And Government

Bachelor Of Arts (Ba), Political Science And Government