Killian Fleming

Experience

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  O'Donoghue Ring Hotels

  Jun 2013 - Jun 2014

  Lifeguard

  - Certified lifeguard with Irish Water Safety- Gained valuable experience dealing with individuals with specially tailored needs e.g, special needs guests.- Learned how to correctly coordinate as part of a team in a workplace.- Tasks completed included monitoring the levels of chemicals in the water every hour, various cleaning tasks and watching over guests and leisure club members while in the pool and gym, making sure safety and satisfaction were always achieved.

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  Killarney Plaza Spa and Hotel

  Jun 2014 - Jan 2017

  Restaurant Waiter

  - Performed under pressure in a 4 star hotel in the heart of Killarney serving both food and drinks with the intent of exceeding client expectations. -Acquired good communication and customer service skills as well as dealing with any and all complaints in a courteous, polite manner with the main aim of client satisfaction. - Entrusted to teach new junior waiters how to conduct themselves in the restaurant as well as the vital skills necessary to develop into an efficient waiter; e.g presenting yourself appropriately, communicating effectively with workmates, satisfying guest’s requests. - Acted as head waiter at two weddings, including the hotel owner’s son’s wedding. - Performed as supervisor, taking responsibility for all waiters working below me on a given day and ensuring the most pleasurable experience for all guests. - Acted as a link between waiters and relevant supervisor and management staff relaying any issues being had in the restaurant. Weniger anzeigen

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  Munster Joinery

  Jan 2016 - Aug 2016

  Technical Operator

  See Experience May-Aug 2017

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  Munster Joinery

  Jan 2017 - Aug 2017

  Sales operator

  - Produced elevations and quotations for larger sites improving accuracy and ability from previous summer. - Composed quotation letters and communicated with architects and construction managers to insure the correct manufacturing process was used, as well as supply and fitting processes. - Created order forms for cavity closers to be produced in the factory for upcoming building sites after contracts had been signed. - Learned how to conduct myself correctly in an office setting; Interacting with employees who had been there for years, working with people who are far more qualified, learning everything I could from them while there. - Created quotations for companies given relevant drawings of houses/commercial buildings. Weniger anzeigen

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  United Technologies

  Jan 2018 - Sept 2018

  Design Engineer

  - Performed as a functioning member of a multi-disciplinary engineering team.- Utilised critical thinking to design and implement new fixtures and operating procedures to optimise performance and ensure workplace safety for floor staff. - Led a project with sub-contractors and engineers to re-design a new assembly to reduce repetitive strain injury, potential accidents and decrease cycle time on an industrial welder. - Produced prototypes and fixtures using 3D printing. - Liaised with external contractors and companies for the fabrication of parts for the factory. Weniger anzeigen

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  Self Employed

  Jul 2018 - Jan 2018

  Freelance Videographer

  Started videography business to produce promotional videos for local establishments to share on their social medias to drive impressions and conversions.

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  PolyPico Technologies Ltd

  Sept 2018 - Nov 2018

  Student Designer

  Completed Industrial design project to redesign the current product offered by the company to reflect a modern laboratory aesthetic.• Worked with company partners to identify and realise their required product objectives. • Managed the project with a team of 4 to meet deadlines and ensure the highest standard of work was completed. • Redesigned device aesthetic as well as user interface and physical interaction features.• See portfolio for project details.

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  Dolmen

  Jun 2019 - Nov 2019

  Product Designer

  • Conducted ideation sessions around strategy and new product offerings with large and small scale partners. • Created user centred design concepts from initial product research, through sketching and modelling. • Created graphical presentations for clients displaying potential products using modelling software and adobe creative suite. • Worked as part of a multi-disciplinary design team to exceed client expectations.

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  Accenture

  Nov 2019 - Jan 2022

  Design-Led Strategist for Global Customer Experience Transformation within leading e-commerce marketplace client. • Act as service design lead, offering guidance on the embedding of principles of design-led strategy across the transformation to achieve an E2E experience-led approach• Design & facilitate design thinking workshops with director level stakeholders across various subject areas.• Leverage brand new client offering and act confident in ambiguity ensuring value for the client across 5 key transformation pillars: Value, Governance, Integration, Vision & Talent• Provide guidance to client on creating value-led approach including both financial and experiential metrics to enable data-led decision making during demand management• Outline varying large scale delivery methodology approaches and advise on the best next steps to implement & embed them within a technology-led environment. Weniger anzeigen Product Management/Experience StrategistGlobal new Business API release Developer Experience Strategy • Conducted research across 5 work streams to define the strategy required for ‘CMT client’ to deliver a best-in-class developer support experience across the lifecycle of their new business API.• Expert Interviews – Crafted interview structure and conducted interviews with client and Accenture SMEs. Data used to glean interesting qualitative insights to create benefit hypotheses to be substantiated by quantitative research streams• Assisted in the development of an international developer survey spanning 5 regions and over 1000 responses• Managed offshore team conducting social listening analysis, providing sufficient guide rails to work iteratively and ensure the relevancy of the final deliverable• Created an easy to digest output report encompassing the findings of all 5 work streams for product teams implementation• Provided weekly status updates to senior client stakeholders (Director of Enterprise Support Operations, Director of Developer Marketing) Weniger anzeigen Management Consultant working with Accenture's Customer Strategy & Consulting stream.Large Irish Insurance Broker | Product Designer• Led the end-to-end redesign of legacy digital journeys, managing both design creation and technical delivery to create a robust, accessible insurance offering that enhanced the customer experience, resulting in a 22% reduction in journey abandonments.• Instigated new Agile processes that boosted delivery velocity by 15% over 8 weeks without compromising quality. Weniger anzeigen Major Irish Utilities Client | E2E Experience Delivery Consultant• Supported the implementation of new Agile ways of working, structure and processes across 7 different areas of the business ranging from ‘Customer Solutions’, ‘Employee Experience’ to ‘Network Development’.• Assisted workshop design and facilitation across multiple areas of the business from visionary strategic workshops to technical design.• Completed secondary and primary research on customer/employee challenges while identifying best-in-class solutions from cloud implementation opportunities to new internal application development.• Created a Scaled Agile Delivery model for their digital factory through discussions with senior stakeholders, leveraging our internal ecosystem to develop our approach. Weniger anzeigen Pillar Irish Bank | Business Analyst• Acted as the lead resource identifying, analysing & developing the resolution plan for defects resulting from stages of System Integration Testing (SIT) for a regulatory banking Enterprise Data Warehouse (EDW) delivery.• Orchestrated the creation of a 2-year agile roadmap for a 150-person team on a €50M+/yr engagement covering data creation, analysis, mapping, and integration.• Improved planning process efficiency by 20%, ensuring smoother implementation.• Liaised with senior client stakeholders (MDs), end-users & development resources globally to create resolution plans in a manner that would meet tight regulatory timelines.• Delivered staged updates to senior stakeholders across the bank, updating on key activities and successes to date, blending the technical and business explanations required based on the audience. Weniger anzeigen Pillar Irish Bank | Interlock/Implementation Analyst• Interlock analyst responsible for linking between business owners, functional and technical architects to deliver an EDW that adheres to regulations.• Facilitated design-thinking workshops with business stakeholders and end-user SMEs in which business data requirements are translated into functional and technical requirements to be modelled, built and delivered.• Created a 2-year roadmap for the analysis and delivery of a large-scale banking project including the implementation of new Agile initiatives across the program.• Secured buy-in and support from all business areas through collaboration with key stakeholders. Weniger anzeigen

  • Management Consultant

    Nov 2021 - Jan 2022

  • Management Consultant

    Sept 2021 - Nov 2021

  • Management Consultant

    Jan 2021 - Sept 2021

  • Consulting Development Analyst

    Jan 2021 - Jan 2021

  • Consulting Development Analyst

    Jun 2020 - Jan 2021

  • Consulting Development Analyst

    Nov 2019 - Jun 2020
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  EBay

  Jan 2022 - now

  Senior Manager | GCX Design & Product Management

  Omni-Channel Digital Transformation & Roadmap LeadershipDeveloped and Led a global design and strategy team to align multi-year technical roadmaps with customer-centric business goals, ensuring a seamless user experience across channels, introducing key business processes like a new UAT delivery approach.Established a $30M/yr transformation by facilitating cross-functional workshops (Engineering, Marketing, Ops, Finance) to develop a 3-year strategy that prioritizes customer and user experience.Introduced new design tools such as Service Blueprints to craft more meaningful, holistic journeys and improve roadmaps.Data-Driven Product DiscoveryCreated an insights-to-action funnel leveraging a new call-mining tool and qualitative metrics, increasing data-driven business cases by 20% and driving a 15% shift toward revenue-generating, proactive experience initiatives (FY23).Lead the development of key customer journeys (e.g., registration), boosting registration success by 2.5×, first-time listings by 4×, and first-time sales by 5× while refining overall user experience.Innovation Workshopping & ReportingDeveloped and managed workshops for GCX initiatives (Fashion, Buyer & Seller) to explore new user experience enhancements and report impact during LT Monthly Business Reviews.Technical Program Management & Cost OptimizationDrove the Service design and launch of new automated Service in collaboration with technical teams – resulting in $500K in monthly savings and unlocking $28M in annual revenue – while enhancing the customer experience.Category Expansion & Strategic VisioningDeveloped strategic roadmaps for emerging categories (e.g., streetwear) using design sprints and market research to align product development with evolving user needs and digital trends. Weniger anzeigen