Jayne Timmins
Digital Product Manager @BT Group
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WORK HISTORY
Digital Product Manager @BT Group
I managed a customer order fulfilment program aimed at enhancing the overall customer experience and minimizing calls directed to sales managers and the service desk during the transition from a legacy system to a new front end with vastly improved usability. Goal was to boost digital adoption and increase the Net Promoter Score (NPS).\\\\n\\\\nI established partnerships with key stakeholders to gain direct insights from customers. Thorough research allowed us to understand their specific needs and preferences throughout the fulfilment journey.\\\\n\\\\nDeveloped customer workflow journeys with a strong focus on logical usability.\\\\nLed the design of a new order tracker for customers, utilizing REACT design/technology.\\\\nFacilitated continuous playback sessions with stakeholders for ongoing improvement and alignment.\\\\nCollaborated with peers, scrum teams, and stakeholders to maximize value.\\\\nProactively identified opportunities for process enhancements and innovative solutions throughout journey.\\\\nInspired, and guided the squad to ensure successful outcomes supporting customers and the business.\\\\n\\\\nAdditionally, I managed the fulfilment of The Hub, a wholesale Complete Switch order journey for all products. I took the lead in developing a strategic solution for Keeping Customer Informed (KCI) communications, vital for resellers within the Wholesale channel.\\\\n\\\\nUnderstood business requirements and broke them down into agile deliverables for the Modify, Amend, Cancel, and Cease journeys.\\\\nDefined sprint scope and development, keeping all key stakeholders informed and involved.\\\\nAdapted proactively to changing business needs, delivering solutions aligned with objectives.\\\\nIn summary, my experience has enabled me to develop customer-centric solutions and deliver exceptional results. I am committed to leveraging agile methodologies and strong collaborative skills to drive success for both the team and the organization, aiming to make a positive impact in future endeavours.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n
EDUCATION
University of Exeter
Bachelor's degree, Psychology
SKILLS
ABOUT JAYNE TIMMINS
With over 10 years of experience in managing and delivering complex digital products and…
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