Results

Product: I led an entire iteration of user research with our designer, to understand how N26 customers resolve questions or problems with the app. From drafting hypotheses to overseeing prototype design, running interviews, summarizing and sharing results. This led to additions such as the "report problem" button on transactions. I also oversaw a migration to salesforce lightning to increase productivity, which gave me exposure to the project management side of product.

Operations: I prioritized and created business cases for our top 30 customer issues based on business impact. I created processes to add them to product teams' roadmaps, easing arbitration between new features and bug fixing, and dashboards to follow resolution progress, which helped share visibility between product, customer support, and management. Lastly I proposed solutions, aligning with product to ensure feasibility. For example, I mapped the entire process for disputing card transactions, the most complex support operation, identifying where optimizations were possible.