Samantha Snider Email & Phone Number

Bothell, WA, US

Bothell, Washington, United States

• Optimized the effectiveness of multiple customer care and sales platforms including Social & Messaging/Chat, Interactive Voice Experience, and Care Frontline Experience through leveraging system and design-thinking.
• Product Strategy & Roadmap: Achieved double-digit improvements in the Care agent desktop experience System Usability Score (SUS) through designing a comprehensive product vision and leading teams of Product.
• System Design & Development: Defined the vision, strategy, and roadmap for an asynchronous messaging solution enabling communication between customers and customer care agents through SMS short codes; led iterative.
• Product Vision & Innovation: Defined a multi-year sales chat strategy, leveraging LivePerson's Conversational Cloud solution to provide a seamless customer experience across online chat and Apple Business Chat channels
• Transformational Team Leadership: Honored by peers with selection for the company's prestigious 2022 Winner's Circle award - granted to 3 individuals yearly throughout a 500+ member organization - for transforming team.

• Held two separate consulting roles at T-Mobile USA, initially managing UX strategy for 14+ million users of T-Mobile's self-service online experience portal — followed by a second assignment aimed at new product.
• Doubled transaction success rates for the portal's "Change Plans and Services" module by implementing a series of key UI improvements identified through customer feedback and site metrics analysis
• Resolved numerous long-standing process and user flow issues, reducing system error rates, in addition to leading the design/deployment of new functionality to support additional transaction types
• Utilized Agile methodology in all delivery, leading teams of up to 8 designers, developers, testers, and business analysts in the development of new product offerings—and providing the critical product vision and.

Bellevue, WA

• Recruited by this global e-commerce pioneer to lead requirements gathering efforts essential to the expansion of a case management system used by customer operations worldwide
• Facilitated multiple global intake sessions, resolved challenging operational and policy variances across regions, and documented all relevant business needs for distribution to appropriate Engineering teams
• Managed the design, development, and testing of the new products across multiple systems in a SOA environment—performing change management to ensure alignment with targeted release schedules
• Took on additional Product Manager role supporting the success of a brand new product line enabling the implementation of direct debit as a supplier payment option; as part of effort, researched global direct debit.

• Implemented a new PostPay Service product offering targeting the subprime market with zero defects.
• Gathered product and business requirements.
• Managed the change control process and facilitated requirement trade-off discussions.
• Reviewed and validated solution design.
• Developed business transition and readiness plans.
• Established project risk mitigation strategies.

• Staffed, trained, and managed a team of Business Systems Analysts focusing on mid-tier application development, report development, and requirements consultation for enterprise projects.
• Managed project intake, prioritization, scoping, and resource allocation processes for a portfolio of projects delivering improved process accuracy, reduced processing time, and risk reduction.

• Developed project scope and process and technical solution alternatives through interviewing business partners regarding various business problems.
• Led collaborative working session with various Finance stakeholders to identify business and functional requirements aligning with new sales processes and vendor contracts.
• Developed and maintained project plans and presented project status, including issues with recommendations, to Executive Management.

• Gained an extensive foundation of strengths in project management and system implementation working within the ranks of this "Big 4" management consulting firm
• Supported top accounts incl. Hewlett Packard, Kaiser Permanente, and The Regence Group—managing relationships with internal stakeholders and delivering executive-level project updates and status reports
• Drove complex projects to successful completion under aggressive timelines—expertly juggling project risks, schedules, and applying creative problem-solving skills to ensure on-time, on-budget delivery
• Analyzed existing client business/technology processes, identified inefficiencies, recommended solutions to management, and implemented new systems–along with related training elements and documentation