AMOS OLORUNETO

• Gathered customer feedback and operational insights to identify friction points in onboarding journeys, translating findings into product requirements and UX improvements that enhanced activation and customer satisfaction.
• Identified friction points in digital onboarding journeys through customer feedback and support data, translating insights into UX improvements that increased user activation by 15%.
• Investigated customer service issues, identified root causes, and collaborated with Product, Technology, and Operations teams to implement fixes that reduced repeat enquiries by 10% and improved resolution time by 20%.
• Documented as-is customer servicing processes, identifying opportunities to streamline workflows and improve service efficiency.

Impact: Launched a B2B payment switch platform generating 40% revenue growth and reducing customer churn by 50% through improved payment routing and user journey optimisation.

• Led the design and launch of a B2B payment switch platform, introducing improved transaction routing and processing capabilities that increased platform adoption and drove a 40% revenue increase in the first year.
• Conducted market research, user interviews, and competitive analysis to shape product strategy and prioritise roadmap initiatives.
• Authored product requirements, user stories, and acceptance criteria, enabling effective collaboration between engineering, design, and business teams.
• Led Agile delivery processes including sprint planning, backlog prioritisation, and retrospectives to improve team productivity by 20% and accelerate product feature delivery.
• Optimised customer payment flows and UX interactions in collaboration with design and engineering teams, reducing customer attrition by 50% and improving product adoption.
• Managed feature roadmaps, release schedules, and delivery milestones, reducing time-to-market for new capabilities by 5%.
• Built strong relationships with stakeholders across product, engineering, compliance, and business teams to ensure alignment throughout the product lifecycle.
• Prioritised product backlog based on customer feedback, operational insights, and business value to guide product delivery.

• Coordinated the technical integration of an International Money Transfer platform with major banking partners.
• Managed cross-functional delivery for a web and mobile payments application, overseeing sprint coordination, QA processes, and release readiness.
• Facilitated collaboration between engineering teams and external banking partners to ensure successful platform deployment and regulatory compliance.