SearchFlowHead of Product & Operations
Jun. 2015 - Mar. 2018West Malling, Kent, United Kingdom• Directed research, development, full cycle product management and product strategy (proof of concepts, prototyping, pilots and launches)
• Successes include the conception, UX design and product management of SearchFlow's new UI retail platform, with features including Omnibox, digital mapping, quote-to-completion conveyancing workflow, API integrations, title insurance marketplace and legal quotation tools
• Owned Product P&L as portfolio surpassed £80M gross revenue in FY17/18
• Strategic innovation and redevelopment of legacy product lines, including the underlying data collection tech and legal report design of the 25+ year old personal search range
• Stakeholder engagement, industry events, guest speaking slots, client 1:1s, hosting round tables and 'Property Forum' events
• Worked closely with Head of Development and Architecture during transformation of delivery teams from waterfall to agile and roll out of initial Product Ownership framework. • Continuing to own Product, additionally took ownership of Operations and Customer Service
• Delivered two wins at the UK Customer Experience Awards #CXA2018 - Gold ‘Best Contact Centre Small – Customer Satisfaction’ and Silver ‘Transforming the Customer Experience’ following major organisational change and service process improvements
• Delivered third win at #CXA2019 - Silver ‘Professional Services’
• Restructured Customer Service and Order Fulfilment teams over 9 month period
• Optimised operating processes, reduce manual tasks and improve customer response times
• Aligned service delivery model with product roadmap as new digital channels were introduced
• Integrated datasets with Power BI to introduce real-time KPI tracking, order analytics, customer insight and resource planning dashboards
• Annualised cost reduction ~£300k, with benefit of more scalable business units, improved customer experience, improved supplier relationship management and increased employee satisfaction.