Susan Stavitzski

Customer-Driven Product Person

Product Leader with experience working in the software industry for start-ups, smb and enterprise companies. Passionate about e-commerce, subscription, marketplace and retention focused products. 

I have a passion for taking manual, bulky processes and turning them into powerful, automated, scalable solutions to empower teams 💪

Message me to talk about a tough customer problem, hosting a customer discovery workshop or to brainstorm a wacky product idea 💡 

Skilled in Product Management, Product Design, User Interviews & Testing, Prototyping, Data Analytics, Product Marketing,  Ecommerce, Self Service, Advertising, Sales, Event Management, Market Research, and Account Management.

Follow me on Medium - https://medium.com/@susan_ski

Senior Product Manager

CarMax is the way car buying should be. Whether in-person or online, creating the best omni channel experience for our customers.

As a Senior Product Manager, I focus on creating the best in-person car selling experience for customers and associates through expanding self-service platforms and improving communication with tailored notifications.

• Launched Kuwait’s first real one stop platform for real estate, generating $14M USD from under 3K users by streamlining rent collection, appraisals, and property management services.
• Collaborated with top consultancy firms (BCG, McKinsey) and vendors (Mobiquity, Capgemini) and with regulatory authority with the Central Bank of Kuwait (CBK) to ensure integration and compliance.
• Utilized Jira, Confluence, and Miro for streamlined product management and worked closely with the development team to build platforms on Flutter and NodeJS technology stack.
• Delivered Shariah-compliant features, aligning with cultural and market requirements.
• Conducted thorough market analysis to prioritize high-impact and revenue generating features, enhancing user satisfaction and strategic business objectives

Senior Product Manager, Digital Innovation

National Bank of Kuwait

Responsible for accounts, specifically savings to increase deposits and overall revenue

Product Owner, Digital Factory

Scotiabank

Lead for deposits on-boarding (chequing and savings) banking products responsible for increasing primary customer growth and driving revenue:
• Contribute to the strategic vision and roadmap for building best-in-class on-boarding experiences for one of Canada’s largest banks  
• Fulfill tactical and strategic business goals through management of user story prioritization, collaboration with digital factory internal teams and deep on-going learning of financial products, services and their surrounding regulations
• Engaged with the day-to-day with the scrum teams and cross functional scrum teams as required, clarify business requirements and changes in priorities
• Partner closely with digital marketing and analytics and teams on alignment of product goals within the digital factory for continued monitoring of product feature implementation and success
• Work autonomously in problem-solving gatherings as required in close collaboration with user design/ testing, development and delivery teams on implementation challenges
• Build hypothesis, A/B test and learn to formulate an iterative product development approach
• Research industry trends and innovative technology trends

Product Owner (e-Commerce), Digital Factory

Great-West Life

Disrupting a 125-year insurance organization through offering customer first accessibility compliant digital solutions to help Canadians improve their health and financial well being:
• Manage the Digital product life cycle for innovative D2C insurance products from strategic planning to tactical activities alongside UX, content, multiple technology teams, analysis and analytics teams
• Contribute to strategic business outcomes and roadmap definition by fulfilling core business goals through management of user story prioritization and deep on-going learning of life and health + wealth industry trends
• Work alongside senior level business stakeholders across multiple LOBs including legal & compliance, pricing, marketing, strategy, customer experience and advisor distribution networks to communicate sprint delivery plans and continuously influence business on prioritization decisions
• Identified core data required for reporting KPIs and ensured user stories for metrics were included in product backlog 
• Continually negotiate product backlog with stakeholders to ensure timely delivery by actively participating in grooming sessions and expediting scope decisions through participation in problem solving sessions with UX/Design and development teams
• Utilize data and feedback loops such as usability and desirability testing with consumers prior to feature development
• Lead product demos on a bi-weekly basis for transparency with business stakeholders and use real-time feedback to build product backlog
• Collaborate with Digital Marketing team for search engine opportunities to further D2C strategy through SEO/SEM, E-Mail Marketing and assess and report conversion funnel analysis for further product enhancements to accelerate sales and feature utilization

Product Owner, Digital Hub

• Collaborated with product owners and business stakeholders to define and optimize digital customer journeys for Group members using Salesforce Experience Cloud, ensuring seamless interactions and alignment with organizational objectives.
• Defined and implemented customer experience strategies for financial advisors using Salesforce Financial Services Cloud, focusing on delivering efficient, user-friendly digital solutions.
• Groom product backlog to ensure requirements are accurately prioritized to support the Digital Service Technology/delivery teams and vendor teams through active participation in grooming and planning sessions
• Facilitate regular grooming sessions, working closely with UX and development team on implementation challenges with complex requirements and worked to vertically slice user stories for MVP delivery in 2-week sprint cycle
• Review QA test plans to align with user story acceptance criteria and conduct product owner testing before final delivery into UAT/PROD
• Manage stakeholder expectations by developing and sustaining strong collaborative relationships with the business, innovation team, application program managers, project management office, various technology teams, and external vendors

Sr. Product Analyst, Digital Hub

• Lead process analyst on enterprise customer relationship management (using Salesforce- SaaS) project responsible for:
- Documentation of all current state business processes
- Documentation of all future state digital initiatives used for stakeholder awareness, approval and training
- Gap Analysis of impacts on operational groups due to digital initiatives which were provided back to training teams
• Worked closely with multiple business units to bridge all identified operational gaps through deep understanding of current state call center handling procedures and created support documentation for all project changes

Sr. Process and Implementation Analyst, Digital Hub

Capital One

• Lead Intent owner for modernization of IVR and call routing for conversion project resulting in zero defects and increased mitigation rates resulting in 200K of operational savings year over year
• Manage BAU telephony intake and prioritization process for all Canadian lines of business Portfolios across the Enterprise: Branded business, Partnerships: Costco & Hudson’s Bay
• Autonomously work with multiple LOB stakeholders to create technical requirements for IT team development 
• Develop, execute and monitor processes to support operations through product lifecycle across the Canadian enterprise by working closely alongside US partner telephony stakeholders
• Present enterprise plans to Canadian senior leadership for project sponsorship in order to pro-actively contribute to improve IVR and call routing strategies

Product Owner, Telephony (IVR and Call Routing)

• Created Gemba board for the Underwriting department implementing sigma lean practices in order to minimize inefficiencies within department, and keep up service levels 
• Analytically determined credit increase applications resulting in maximized customer credit transactions 
• Strategically determined limit increase applications through Interpretation of financial ratios, using computer programs, to evaluate customers' financial status to maximize profit and enhance customer relationships and retention
• Built strong customer relationships via telephone and sent out follow-up documentation for audit/compliance
• Analyzed credit data and financial statements to assess the degree of risk involved in extending credit 
• Ensured compliance with applicable policies, procedures, federal laws and regulations 
• Updated daily metrics on regular cadence to keep site director, managers as well as team members up to date on current department statistics for visibility of team progress

Underwriter

• Built relationships with new customers through excellent communication skills and passion for world class customer service and closed out 90% of escalated complaints
• Assisted customers with escalated account inquiries, billing, payment and transactional information 
• First associate within team to achieve highest quality score of 94.64% 
• Identified servicing gap and created job aids for IVR and Loyalty Management System (Reward points) which were then included in agent onboarding training

Sr. Customer Service Specialist

CBV Collection Services Ltd.

•	Achieved professional collection of over 200% of target on overdue and delinquent accounts on initial month through means of excellent negotiation skills 
•	Passed compliance evaluations and ensured privacy and confidentiality of sensitive client information were protected as per Financial Consumer Agency of Canada (FCAC) 
•	Consistently surpassed collection targets at a level of 130% performance and ensure timely payment on accounts through excellent communication, listening and probing skills 
•	Utilized AS400 software systems and online databases together to inform clients of account delinquencies and advised of payment methods on account to obtain full payments or negotiate settlements on behalf of Capital One to have client’s credit bureau report updated

Capital One Credit Cards Accounts Receivable

Greenwich Associates

•	Awarded as a Tier 1, Interviewer of the month in November 2012 for ~240 customer feedback surveys completed / shift
•	Interviewed clients of TD Bank to collect valuable feedback (NPS) used by TD’s research department to continuously improve client experiences

TD Bank Market Research Interviewer

As a Senior Product Owner at KIB, I lead digital innovation and drive impactful product solutions that shape the future of real estate services in Kuwait. My team and I successfully launched Kuwait's first comprehensive real estate platform, a milestone in digital transformation that showcases our commitment to innovation and digital transformation.

By leveraging Agile methodologies and data-driven decisions, I optimize customer journeys, enhance user experiences, and uncover new revenue opportunities. My focus on collaboration and problem-solving ensures that every product we deliver aligns with strategic goals, providing measurable value for users and the organization alike.

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Susan Stavitzski

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