Heather Matta

Contractor App | 2024 - Present

• Product Owner and Customer Experience Lead for a contractor-facing application supporting 15,000–25,000 jobs per week.
• Manage a squad of 15 members to deliver business value, coordinating work both within and outside the agile squad. Lead stakeholder and partner engagement to ensure alignment with business objectives and seamless delivery.
• Delivered secure functionality enabling scalable contractor engagement while maintaining access control and data integrity. Reduced operational and unit costs by approximately £1.5 million per week. Worked closely with architecture, delivery, and assurance teams to ensure secure access, system resilience, and compliance.

AI Agent Prototype | 2025 - Present

• Designed and built an AI agent prototype to demonstrate AI use cases within partner-facing applications, using Eleven Labs, n8n workflow automation, and vector databases for contextual responses.
• Delivered a working proof of concept to support informed decision-making and explore the potential business value of AI adoption.

Equinox 2 - Openreach Discount Billing 2023 - 2024

• Led the Discount Squad for one year, gathering requirements for the Equinox 2 deal.
• Delivered improvements to the existing Equinox user interface to enhance usability and efficiency for the financial team.

Contact Centre Cloud Migration – Openreach | 2021-2023

• Migrated an end-of-life on-premises contact centre to a cloud-based solution, successfully moving 5,000 agents with zero operational disruption.
• Produced the high-level design for the migration, including technical and security considerations, ensuring compliance and operational continuity.
• Managed programme delivery risk and coordinated with multiple teams to maintain schedules and performance.
• Delivered a solution with an £18.8 million investment, generating £39.7 million in benefits (£21.5 million net benefit over five years) with a payback period of 21 months.

Customer Self-Service Chatbot – Openreach | 2020-2021

• Delivered a self-service chatbot solution for customers, reducing service desk contact by 15 percent and improving operational efficiency.
• Integrated the chatbot securely with backend systems, ensuring seamless customer interaction and reliable service delivery.

• Built strong relationships with regular customers for repeat business.
• Managed till operations smoothly, reducing waiting time for customers.
• Learnt about new products quickly, providing comprehensive guidance to customers.