Technical Faults

Following reorganization, Technical Faults team had lost connection to product vision. We were asked to restore team’s ability to deliver measurable business benefits against a clear roadmap.

• Led the Digital Change team with focus on products and services related to technical fault estate for broadband, TV, and landline

• Led Agile Product management, Data Science and Ops team to build the base for Digital Twin and industry-leading digital self-serve products

• Reprioritized upcoming initiatives to focus on quick win benefits from fixing and optimizing existing technical fault journeys before starting work on new initiatives.

• Sought out additional tools to evaluate customer experience and mined them for highest priority customer facing issues (e.g,. Content Square, Qualtrics, Community Voice)

• Demonstrated agile discipline and best practices (e.g., all stories refined before planning, clearly prioritized backlog, no requirement changes mid-sprint, Product owner review of all “done” items)

• Defined simple “good enough” approaches to resolve team’s biggest technical challenges (e.g., production testing with simulated data, digital operations reporting, email support approach)

• Reduced team’s front end error rate from 40% of sessions to 5% in 3 months