Senior Product Manager
CurrentProduct Manager for a portfolio of broadband products for ~3m customers (10% UK market share), growing Fibre Broadband base from 300k to over 2.2m customers. Product manager for customer trials and launch of TalkTalk’s first UK wide Ultrafast product (G.fast). Within 2 years established a 22% market share (twice that of all other company products) and TalkTalk’s lowest churn product. Delivered successfully against internal KPIs, including churn targets, PTC reduction, NPS and CSAT improvement.Introduced a proactive issue resolution programme to deliver product performance and customer satisfaction improvements as well as churn reduction, that achieved 7x speed increases and 3x churn reduction for impacted customers.Successfully migrated over 1m customers between different products to help meet supplier contractual targets that are worth over £30m per annum to the business.Launched TalkTalk’s rapid response initiative for NHS clinicians during the first 6 months of the Covid-19 crisis.Launched new product variants and a number of product enhancements to meet market and competitor demands and to adapt to regulatory and compliance changes in the marketplace.Product troubleshooting identifying numerous issues that impacted ability to sell the product, product performance and customer experience.
