Digital Services Manager
UI DevelopmentGuided a team to deliver innovative responsive designs, standards, and style guides for authenticated portals from the ground up, while working with product management, developers, testers, and stakeholders for feedback and input within an agile team environmentWorked closely with developers to ensure a high-quality implementation and user experience from concept to delivery, including- Created customer personas and needs to provide the highest value to internal and external customers- Provided feedback and led peer reviews of storyboards, mockups and prototypes (e.g., paper, clickable) for end-user feedback sessions and testingTestingManaged product development through HP Application Lifecycle Management (ALM):- Developed, tested, and deployed enhancements that were documented and tracked- Led quality assurance across desktop and mobile platforms, as well as device and browser types- Participated in regression testing after each deployment- Documented identified defects, recorded the issue thoroughly and worked with developers on the resolutionEnsured and coordinated continuous communication and feedback with users related to their experiences with the systems with a daily standup triage meeting, pre- and post- go-liveInvolved in multiple Mock exercises for cutting over business operations from legacy systems to the One CIS solution to ensure seamless customer migrationTrainingDeveloped and provided heavy user multiday training to external customer facing departments. In addition, conducted half day presentations to other impacted departmentsAssisted in the design and creation of a robust online Knowledge Management (KM) tool which ensures getting the right knowledge to the right person at the right timeProvided warranty support which included being on site in the Contact Center as a Subject Matter Expert (SME) the two weeks following go-live
