Dubai, United Arab Emirates
A data-driven Product Manager with extensive experience leading cross-functional Agile teams, designing and delivering innovative solutions, and managing the product lifecycle. Proven ability to deliver customer centric B2C, B2B and internal products across a diverse set of sectors and countries. Committed to delivering best-in-class products through data-driven insights that deliver real customer value and drive revenue.
Own multiple products supporting corporate travel booking and contact centre operations, with a focus on AI-driven efficiency, scalability, and platform transformation. • Led development of an AI-powered quoting tool that reduced quote creation time from ~10 minutes to under 1 minute, enabling support for 1,000+ daily requests • Took the AI product from concept to production, defining the problem, validating with users, designing the solution, and driving delivery end-to-end • Iterated on AI outputs and workflows based on real user feedback to improve accuracy, usability, and adoption • Co-leading an internal AI working group, shaping AI strategy, identifying high-impact use cases, and educating stakeholders across the business • Leading product delivery for the rollout of a next-generation online booking tool and agent front-office platform across 6 countries, as part of a strategic vendor investment • Working closely with engineering, vendors, and business stakeholders to balance standard platform capabilities with operational needs while minimising customisation • Prioritised and shipped features across multiple products, balancing user impact, technical constraints, and delivery speed • Partnered closely with stakeholders and users to continuously refine product direction based on feedback and usage data
Delivered customer-facing and operational products as part of a large transformation programme, with a strong focus on performance, user experience, and applied AI. • Led redesign and performance optimisation of core portal and APIs, reducing user wait times by 3x and significantly improving scalability • Introduced personalised sales journeys to guide customers to the most relevant propositions, improving customer satisfaction and conversion • Delivered an AI-assisted agent experience, consolidating fragmented workflows into a single guided journey across multiple systems • Implemented AI-driven transcript summarisation to improve agent efficiency and supervisor oversight Built a medical assessment tool that reduced handling time and improved underwriting compliance • Improved identity and verification processes across telephony and digital channels, reducing errors and average handling time • Owned backlog and roadmap across multiple teams, aligning delivery with business goals and user needs • Used data, reporting, and user insights to continuously refine product decisions and prioritisation • Mentored junior team members and contributed to improving delivery processes
Owned CRM and fan engagement products, focusing on revenue growth and user engagement. • Delivered a first-of-its-kind loyalty and pre-paid rewards platform to 100,000+ members, incentivising engagement and positive fan behaviours — such as attending early or less-popular matches — while self-funding the programme through affiliate partner revenue. • Owned the end-to-end product roadmap, prioritisation, and release planning for the club’s best-in-class CRM platform, balancing commercial value, technical feasibility, and delivery capacity. • Built a self-service renewal platform, reducing operational workload and improving user experience • Defined and prioritised roadmap based on user insights, commercial goals, and technical feasibility • Managed and developed a Business Analyst, improving delivery quality
• Conducted requirements gathering, business process documentation, functional design and training for multiple high importance projects. ↳ Reengineered the premium sales team's workflow, from lead generation to closing. ↳ Implemented season ticket deposits sales for the premium tiered seating and dining. ↳ Revamped the partnership development team’s sponsor acquisition process. • Served as the go-to expert for training, troubleshooting, and change management. • Designed usage reports and dashboards, guiding data-driven decision-making and user engagement strategies.
• The sole Business Analyst on a project to design, build and implement a customer facing portal for a health and safety contractor assessment business. • Responsible for documenting the current business process, gathering requirements and producing to be processes for all major user journeys. • Collaborated with UX teams in client workshops, translating creative concepts into actionable features.
• Contributed to the international rollout of a standardised ERP and CRM solution across 20 locations. • Tailored the CRM sales platform designs to meet unique site requirements, liaising with developers for solution execution.
• Completed six-month placements within various areas of the business: CRM & ERP Project Associate, Project Manager, Business Change Project Associate, Market Analyst, Electronic Design Engineer