Martin Broz

Experience

• 

  IBM

  Apr 2011 - Jul 2016

  My last job at IBM was working as an expert on software operation for a number of Supply Chain teams. I dealt with friction in processes and communication and tried to help the teams to implement new ideas into their workflows. In the span of three years, I led two bigger teams in the Supply Chain organisation. We specialised in order delivery and billing. I learned how to make quick decisions in high-stakes situations and what a strong teamwork looks like. I supported customers and sellers from France and the CEEMEA region. This was my first job that helped me understand how key communication is to build strong relationships and collaborate efficiently.

  • Subject Matter Expert

    Jul 2015 - Jul 2016

  • Team Lead (zSeries & Passport Advantage)

    Dec 2012 - Jun 2015

  • Customer Support Specialist

    Apr 2011 - Nov 2012
• 

  Slido

  Aug 2016 - now

  • Launched Slido for PowerPoint, a PowerPoint add-in for presenters using Slido• Optimised UX and performance of our Google Slides add-on and increased NPS by ~13%• Launched Slido for Webex in June 2021 as our flagship integration • UX & UI research interviews• Usability testing• Internal product communication• Customer Experience As a team, we built a tracking system to capture insights and key feedback across different communication channels. We can now report them back to the business and as a result, CX influences the roadmap and helps the product teams commit to what is important for our customers. I helped build a team of support champions to provide an unbeatable experience when interacting with our users or customers on chat and email. Our CSAT was 98% and an average response time was 30 minutes.

  • Head of Product

    Aug 2024 - now

  • Senior Product Manager

    Apr 2020 - Nov 2024

  • Product Researcher

    Jan 2019 - Apr 2020

  • Head of Customer Experience

    Jul 2017 - Dec 2019

  • Head of Customer Care

    Aug 2016 - Jul 2017