Product Owner / Business Analyst with 6+ years of experience delivering digital products across travel, insurance and technology, with additional exposure to healthcare and hospitality. Experienced in product discovery, …
Product Owner / Business Analyst with 6+ years of experience delivering digital products across travel, insurance and technology, with additional exposure to healthcare and hospitality. Experienced in product discovery, backlog prioritisation, requirements, user stories, acceptance criteria, UX collaboration, KPIs and agile delivery. Strong at connecting business needs, customer experience and technology across global teams. Currently working as a Business Analyst on British Airways' payments page and integration, while bringing previous Product Owner experience from global travel and insurance products.
<p>Working as Business Analyst on the build and integration of the British Airways payments page, translating business needs into requirements and supporting delivery across business and technical teams.<br>
Partnering with stakeholders and delivery teams to define requirements, clarify user journeys, manage dependencies and support end-to-end implementation of the payments experience.<br>
Previously owned the Information Guide product, prioritising features and managing the backlog for web, responsive and mobile experiences.<br>
Coordinated a 12-developer Scrum team, worked with UX/UI and content teams, delivered product demos, and contributed to cross-team delivery in a SAFe environment.<br>
Led the Google Analytics implementation strategy adopted across multiple teams and supported content management through Adobe CMS.</p>
<p>Defined and drove the product roadmap for chat, phone, email and profile-locator capabilities within a global travel-agent platform.<br>
Prioritised backlog based on agent experience, business impact and productivity gains, translating global stakeholder needs into actionable product improvements.<br>
Led the launch of a service platform integrating chat, email and telephony into a single solution for two high-value global clients.<br>
Managed requirements, bug tracking and continuous improvement, partnering with stakeholders across the USA, UK, Asia, Australia and Europe.<br>
Acted as the bridge between business and technical teams to keep product priorities and delivery aligned.</p>
<p>Led product priorities for a digital portal serving insurance agents across the Andes region.<br>
Defined user stories and acceptance criteria, prioritised requirements based on customer experience and managed Scrum product artefacts.<br>
Led product increments and stakeholder communications, coordinating UX and agile delivery teams.<br>
Managed product KPIs including NPS, CSAT, conversion and usability, using customer pain points to shape backlog priorities.</p>
<p>Supported customer-centricity initiatives and monitored NPS, CSAT and CES through Qualtrics, SurveyMonkey and other tools.<br>
Achieved an 8% improvement in customers' weighted-average NPS and reported monthly insights to corporate and business-area stakeholders.<br>
Created and maintained customer journey maps and monitored action plans across the organisation.</p>
<p>Managed travel requests and reservations across flights, hotels, car hire, cruises and tourism services.<br>
Achieved 95% of quotes sent before the required deadline, with an average of 111 quotes per month.</p>
<p>Analysed customer-service data and metrics including NPS and contact rate, followed complaints and feedback, and presented improvement plans.</p>
<p>Managed service-quality inspections, customer requests and experience surveys, reporting improvement opportunities to corporate management.</p>
<p>Coordinated deliveries and urgent logistics requests, developed sales-performance dashboards and implemented a backorder-status notification tool and customer survey project, completed 100%.</p>
نظام التوظيف التشغيلي المعتمد على الذكاء الاصطناعي أولاً، الذي يوحّد ويؤتمت دورة التوظيف بالكامل للمؤسسات الحديثة حول العالم.
د.جوب منطقة حرة ذ.م.م. 2026 © جميع الحقوق محفوظة
