Jennifer Fitzpatrick

Experience

• 

  Esat Telecom

  May 1997 - Sept 1999

  Installations Co-ordinator

  * Scheduling the installation and removal of customer’s equipment. * Calling customers directly and keeping them customer informed of the progress of their order* Working with 12 engineers and 2 external contacting companies* Weekly meetings with contractors to progress the flow of information back to the sales departments

• 

  Esat Telecom

  Nov 1999 - Aug 2000

  Administration Team Leader

  * Responsible for administration across several departments within the Engineering environment.* Responsible for the scheduling and the installation of orders within agreed timelines* Liaised with the Head of Engineering to review progress reports on a regular basis* Liaised with Sales and Account Managers to reduce orders on hold* Managed a team of 6 people

• 

  BT Ireland

  Sept 2000 - Aug 2009

  * Managed a large diverse team within the Customer Service Organisation including Complaints, Customer Relationship Executives, Dedicated Service Manager, 1st and 2nd Level Residential Technical Support and Corporate Technical Support.* Customer Service Lead on the Customer Experience Programme.* Engage and Support all market segments within BT Ireland.* Participate in Key Strategy and operations Meetings with the Director of Consumer and develop professional relationships with key areas of the business.* Ensure the continuous improvement of Customer Experience in key performance metrics and drive toward industry recognised, best in class targets.* Establish and maintain key relationships with suppliers both internally and externally.* Continually improve on KPIs/SLAs and drive improvement initiatives to improve customer experience and Days outstanding.* Manage the performance of the team, provide coaching and leadership to managers. Show less * Managed a large team that ensured the smooth delivery of orders from all business units.* Managed and monitored the "Right First Time" for all order entry tasks.* Managed and analysed KPIs to ensure that orders were delivered within the specified leadtime.* Managed all backlog to zero tolerance levels.* Communicated to all levels of the organisation on progress made on orders through the system and highlighted key orders in jeopardy.* Managed a relationship with the supplier to ensure that SLAs were met consistently.* Designed a reporting tool for sales so they can keep customer informed on the status of their order and avoid unnecessary escalations.* Worked with the IT and Product department to design, deliver and implement new systems, processes and products to increase operational excellence.* Developed each direct report to coach and manage their team to meet all KPIs and smart objectives.* Implement process improvement so that the team operates at minimum cost and maximum benefit.* Responsible for capacity and resource planning across all the teams. Show less

  • Customer Service Manager

    Nov 2005 - Aug 2009

  • Order Operations Manager

    Sept 2000 - Oct 2005
• 

  Vodafone

  Sept 2009 - Apr 2022

  • Achieved the highest app star rating by using insights and listening to customers feedback through the app stores and continuously improving the user experience • Collaborated with marketing teams to increase digital top up channel share through various campaigns and journey improvements.• I merged the app and web teams to ensure that roadmaps were working towards a consistent product vision and introduced new ways of working • I managed a team of 2 Product owners and 2 multi-disciplined teams both on shore and off shore of product designers, analysis, testers and engineers using agile methodologies with regular releases • Liaised with the Base Management team to successfully deliver gamification within app to increase engagement• Developed the Digital Care Strategy to become the primary touchpoint for Vodafone customers and to provide a personalised experience and optimise key customer journeys• Improved journeys on app and web with funnel conversion and channel share targets • Analysed, prepared and presented the digital performance and roadmap to senior leaders every month • I led the team that delivered a brand new app in 2022 using technology which is set up for the future and to save development costs• Collaborated with various teams to solve customer problems, drive digital engagement and achieve shared goals Show less • I reported into the Director of Consumer for 5 months and was responsible for the digital team of 35 people, including digital care, digital sales, design, development and content chapters including digital analytics and business acceptance teams• I liaised with IT and Product owners to launch the new features and journeys on the website and to ensure it was fit for purpose once live on the website• I was part of the Consumer Leadership team and worked cross functionally to develop the digital strategy for the next financial year• I was responsible for the operational cost and capital expenditure for Digital and engaged with the finance teams to ensure projects and resources stayed on forecasted digital budget Show less * Product owner of a cross functional agile squad to drive engagement with the My Vodafone app and improving conversion rates on key journeys* Driving customers from traditional channels to move to digital, therefore driving channel share to bring business benefits* Lead an agile team of designers, developers and testers to build experiences to solve key business needs* Use data insights and customer feedback to build the product roadmap * Responsible for the performance and maintenance of the app* Responsible for the top up journey on the app and website. Working with the vendors and designer to ensure the best user experience online. Liaise with Base Management teams to ensure campaigns in place so customers are rewarded for using digital channel* Digital lead for the business transformation programme and key decision maker in customer migration forums * Digital lead for the Always on Marketing platform roll out in the app bringing personalised experiences to users * Present to stakeholders including CEO, Group CEO and Senior leadership teams the highlights of the roadmap and agile squad delivery* Manage and co-ordinate the digital budget Show less * Ability to design, plan and deliver call and cost reduction targets and Net Promoter Scores goals* Provide customer insights regularly to ensure Vodafone key stakeholders are aware of market wins/challenges in their strategy * Working with outsourced vendors on a daily basis on call reduction and net promoter programmes * Ability with work on behalf of the customer and a key point of contact for Care and Technical on new products and process launches * Strong attention to detail with rigorous follow up in dealing with other department* Ability to follow clear guidelines set with segment managers to ensure service delivery is within budgeted resources and quality targets* Always working to improve customer experience with the ability to exert a strong influence across the business and with third party suppliers to ensure customer experience in improved in line with overall vision and strategy Show less

  • Senior Digital Product Manager - My Vodafone app, web & support

    Apr 2020 - Apr 2022

  • Acting Head of Digital

    Nov 2019 - Mar 2020

  • Digital Product Manager - My Vodafone app

    Jul 2017 - Nov 2019

  • Digital Care Manager

    Jul 2013 - Jun 2017

  • Business Operations Manager

    Jul 2012 - Jun 2013

  • Enterprise Client Service Executive

    Jul 2010 - Jun 2012

  • Customer Options Team Manager

    Sept 2009 - Jun 2010
• 

  Aer Lingus

  Jul 2023 - Sept 2023

  Chatbot Product Manager

  Developing and executing on the short term product roadmapEngaging with the vendor to improve the BOT experience and increase self serviceCollaborating with key stakeholders to improve the social agents experience and performanceLiaising with multiple vendors on building the long term strategy for Conversational AI Platform

• 

  SSE Airtricity

  Oct 2023 - now

  Head of Business Change and Product Management