CX & Product Shift

Led change management efforts to support the rollout of new CX and Product Model in conjunction with larger SAP implementation efforts. Created key processes, governance models, and new organizational structure for 42 Product Teams. Shifted teams from Waterfall to Agile methodology and aligned product efforts with enterprise project management initiatives. Designed and delivered training, performance management tools and new competency models.

Results

• Product development and delivery speed increased by 29%
• Customer satisfaction improved 18%
• Revenue up 20M in first year
• Full adoption of methodology increasing employee engagement by 4 points