Product Manager shipping AI-Native transformation, sprint by sprint.
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Operational savings delivered via AI product launches, 2024–2026 at Blackhawk Network USA and Europe.
Driving Digital Transformation through Design Thinking, Data Analytics, Product Management, Lean Six Sigma & Scrum
Stevie Awards — Bronze win, plus 2025 CX Transformation Leader nomine
Timeline
Professional experience
// 6 releases · 2012 – 2026 · sorted: newest first
01
Digital CX/UX Transformation Manager (Product Owner)
Latest
2025 – March 2026
Blackhawk Network Europe
- Owned the AI and CX product vision and roadmap for global customer experience initiatives, partnering with engineering, data, and operations teams.
- Defined and prioritized the product backlog, translating business and customer needs into clear user stories with measurable acceptance criteria.
- Facilitated Agile ceremonies (backlog refinement, sprint planning, review, retrospectives) and defined MVP scope and incremental release plans balancing value, feasibility, and time-to-market.
- Led product discovery — stakeholder interviews and customer journey analysis — and managed cross-team dependencies, risks, and blockers.
- Established KPIs and dashboards measuring product adoption, customer impact, and ROI; aligned EMEA, APAC, and U.S. business units on shared priorities and release sequencing.
02
Digital Transformation Manager (Product Owner)
2022 – 2025
Blackhawk Network
- Delivered $1M in operational savings (2024–2025) by leading the design, prioritization, and rollout of AI-powered chatbot products (ADA, ServiceNow, Sharpen) — owning the full product lifecycle from discovery to launch.
- Managed a cross-functional product backlog spanning automation, system implementations, and CX redesigns; translated stakeholder needs into user stories, acceptance criteria, and release plans for Agile delivery teams.
- Ran sprint reviews, demos, and stakeholder workshops; defined release readiness criteria, owned go/no-go decisions, and led post-launch hyper-care.
- Tracked delivery health using burndown, velocity, and outcome metrics, surfacing risks early and adjusting scope or priorities as needed.
- Led customer journey redesigns informed by VoC, CSAT, and complaint trends — increasing self-service adoption and reducing repeat contacts.
- Built business cases for leadership; mentored team members on product thinking and data-driven decision-making.
- Recognized at 2024 Stevie Awards (Bronze Winner — Training Program of the Year) and nominated as Digital Transformation Leader in Customer Service (2025).
03
Senior Business Process Engineer (Product/Process Owner)
2020 – 2022
Blackhawk Network
- Acted as product and process owner for customer service improvement initiatives, defining requirements (BRDs, process maps, acceptance criteria) and coordinating delivery with platform and product teams.
- Led Customer Journey studies, business reviews, and IVR product enhancements — improving customer experience and reducing contact volume.
- Owned Voice of Customer analysis (CSAT, complaints, repeat-call data) and conducted user research interviews to validate problem statements and prioritize backlog items.
- Applied Lean Six Sigma (DMAIC, root-cause analysis) to scope and measure process improvements; designed and led the iGrow Learning & Development program across multiple sites.
04
Business Intelligence Analyst
2019 – 2020
Blackhawk Network
- Built dynamic dashboards and reporting products in ServiceNow and Qualtrics, translating CSAT, repeat-call, and complaint data into actionable stakeholder insights.
- Gathered and prioritized stakeholder reporting requirements; defined KPIs and acceptance criteria for new analytics features in partnership with operations and product teams.
- Conducted usability reviews and feedback sessions with end users to iterate on dashboards and improve adoption.
05
Learning Service Specialist
2016 – 2017
TELUS International
- Designed and delivered instructional content for B2B and B2C customer service teams, treating training programs as products with measurable adoption goals.
- Acted as voice of the internal customer, surfacing recurring pain points to operations and product stakeholders; led process improvement initiatives.
06
Technical Support Specialist
2012 – 2016
TELUS International
- Delivered exceptional technical assistance to customers, ensuring prompt and effective solutions.
- Managed client requests with precision, prioritizing to minimize operational disruptions.
- Maintained comprehensive documentation of customer interactions, enhancing service quality.
- Provided tech support and troubleshooting via phone, email, and chat.
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