Sofia Michili Email & Phone Number

Leading the Voice of Customer Product Line, consisting of 3 product teams for 4 tools/products.-Developed vision and strategy for 2024-2025 based on data, user research and market trends-Led key cross-functional initiatives with high complexity and multiple teams/stakeholders -Introduced the VOC Product to the enterprise market, opening a new revenue stream -Ensured product success by evangelizing the product internally and supporting multiple stakeholders and customers in selling, onboarding and setting up the product -Regularly reviewed and updated priorities and set OKRs to provide strategic context to the teams-Collaborated closely with data to establish a North Star for the line, key metric definitions and financial reporting for our combined offering-Continuously grew our product's revenue by reviewing metrics and steering the teams in the right direction to make an impact and engage & retain users, as well as acquire new ones

Grew the Hotjar Ask product line into a group of 2 teams. During the first months I had a double role (Product Lead for the line and PM for one of the teams).-Brought AI at Hotjar for our Product in a Hackathon way, without any data infrastructure - we were 4th Product of the day in ProductHunt and featured in the top list of UX research tools as a result -Onboarded and coached PMs, adopting a hands-on personalized coaching based on their needs, balancing flying on a higher altitude with diving deep into details -Created and evangelized a business case for a strategic initiative that resulted in 50% increase in group's capacity and increased our time to market by almost 2x -Defined and continuously measured success by defining key metrics (e.g. engagement) and a KPI tree

Remote

Helping customers get fast and actionable qualitative insights from their users with the help of Hotjar Surveys and Feedback.- Worked closely with design and engineering to bring initiatives from discovery to delivery- Led a key strategic cross-functional initiative that contributed to 10 million in revenue- Setup a continuous discovery framework for continuous learning and feedback from users - Mapped the entire problem space into an opportunity/solution tree and kept evolving it - Created a product roadmap and strategy from scratch based on user feedback, data, market insights and business goals- Set and tracked success with OKRs, reporting and analytics to measure product success - Setting and prioritising OKRs to help execute the company's strategy - Led various product initiatives that increased engagement, adoption and retention

Brussels Area, Belgium

Designing internal processes, customer journeys, UX and improving conversion rates for the Proximus webshop and mobile product offerings.-Mapping user journeys with process flows, journey maps and visual mapping of the user experience-User research and data analysis: integrating data, ux research, ux testing, analytics and qualitative customer feedback as in input in the journey design-UX ambassador: coaching teams to UX testing, providing UX best-practices and doing UX expert reviews-Applying Behavior Design and consumer psychology principles in journey designs-Providing UX and process improvement recommendations and following-up on the implementation-Analyzing offline channels and internal processes linked to key customer journeys and making recommendations-Working cross-functionally with multiple departments and agile teams and co-creating solutions

Brussels Area, Belgium

Product Owner and main point of contact for the whole digital portal for enterprise customers, consisting of more than 30 business applications.-Main contact point company-wide for digital features for the enterprise segment -Setup the agile team, interviewed and recruited team members and scaled the team from 3 to 20+ people-Managed the product backlog, features, releases and product roadmap-Revamped the homepage and information architecture of the portal-Setup UX guidelines, created wireframes and provided UX reviews & recommendations for all new business applications-Launched a mobile app for the professional segment-Launched an API-based ticketing portal for internal users-Launched an API-based order tracking system for fiber orders-Launched widgets for easy access to other business applications-Organized usability testing sessions with customers & internal users and wrote test scenarios -Co-created with stakeholders from multiple departments and translated their requirements to features-Ensured the existing environment and legacy applications are operating properly-Business testing, defect tracking and follow-up during launches of new products and projects in the whole enterprise segment-Provided subject matter expert input and training to support and sales teams

Teaching about UX and Product management on Skillshare, an online learning platform with 7.000.000 students and thousands of courses in Technology, Design, Business, etc.

Brussels Area, Belgium

Worked in the redesign of a web application for administrating tendering projects for the Flemish government. • Designed wireframes for the new version of the application with Axure RP as well as for new concepts• Conducted product demos and briefing to stakeholders• Acted as product owner to the development team • Participated in user testing of the application prototype• Analyzed functional requirements and documented functional specifications • Performed functional testing for new features or changes in the application• Introduced automatic process for UI specification generation through Axure RP • Designed process flow diagrams in BPMN and mock-ups for a new Task Management application to be used by multiple departments in the Flemish government

Diegem, Belgium

Worked in a multi-disciplinary product team managing a software for automatic software deployment for international enterprise customers. Performed a mix of product management and project management activities such as:-created product demos and trainings for customers, internal stakeholders and trained over 50 HP colleagues on the product-managed customer requirements for extra features-worked together with the development team as a product owner for new features-documented and tested processes and features-created and followed up on bugs-single point of contact for key customers during infrastructure setup, deployment and migration projects-reported on project progress towards customers and internal stakeholders-provided 3rd level support on IT tickets-designed processes for automatic integration features-created and tested email automation templates in HTML for user notifications-created, customized and managed user profiles to access to the product

Athens, Greece

Internship in the mobile applications department. • Assisted Product Manager of ‘moRE’ CRM and ERP SaaS mobile applications• Created user manuals for mobile apps• Conducted market research and competitive analysis and presented new product development opportunities• Monitored government-sponsored programs to leverage on business development opportunities

Master In Information Management, Information Technology, Cum Laude

Bachelor Of Science - Bs, Management Science And Technology, 7.94/10

Activities and Societies: Board Member in Erasmus Student Network, Radio Producer in a student created web radio (Noodles Radio)

Erasmus Program, Business Administration And Management, General

Assignments conducted during the exchange program: - Strategic Management project : American Airlines, - Marketing Management project.