Bilal Siddiqui

Increased customer satisfaction and reduced costs with a self-service chatbot:

• Led the development of a multilingual self-service chatbot for Western Union, initially launched in the US and later expanded to 41 countries.
• The chatbot achieved a 23% reduction in customer support tickets.
• This resulted in an estimated quarterly cost saving of $550,000 for Western Union
• Additionally, the chatbot reduced customer wait times and improved overall satisfaction by providing immediate access to information and self-service options.
• Integrated an RPA bot within Salesforce to automate tasks previously handled by CSRs, maximizing efficiency and cost savings.

Capitalized on the subscription boom by recognizing the growing trend in subscription eCommerce and creating Subcom Enabler to bridge the gap. This user-friendly tool utilizes APIs for seamless integration with major platforms like HCL Commerce and Salesforce Commerce Cloud. Businesses can leverage Subcom Enabler to offer subscription functionalities (delivery scheduling, cancellations, multi-product subscriptions) in just two weeks, potentially increasing customer retention by 20% and boosting recurring revenue by 15% within the first year.

A complete website revamps with different integrations and redefining the Bank’s digital existence. Delivered a career module to apply online using the website and integration with the client’s internal system. Introduced additional self-service options for online banking customers.

Engro Corporation is a conglomerate headquartered in Karachi. Founded as a fertilizer business in 1965, it is one of the largest companies in the country that employs over 2,600 individuals across the group and has operations in a diverse range of businesses. With a core purpose of solving the pressing issues in Pakistan, Engro operates through four verticals, including food and agriculture, energy and related infrastructure, petrochemicals, and telecommunication infrastructure.

Engro agriculture reached out to Tracking World, a previous employer of mine, which requested to design a unique fleet tracking solution that would enable them to calculate the area their rental farming machinery harvested. Based on that, the company charged the farmers.

We quickly grasped the opportunity, initiated MVP development after a few stakeholder meetings, and conducted a pilot run on an actual field. This was a huge success, and we won the contract for 300 farming vehicles. On top of it, I managed to sell an additional fuel monitoring solution that brought additional value to the client.

Dubai Customs is one of the leading government departments taking part in enhancing sustainable development and promoting Dubai’s image worldwide.
I was involved in the project from the initial discovery stage until its successful delivery. I conducted stakeholder meetings to gather requirements, created personas, user story maps, and business requirements documents, and got the sign-off from the client. In addition, I created epics and user stories for the developers to work on and then tested the built pages.

I led the entire website revamp project for ADSG’s new website. I did the discovery, requirements gathering, user personas, and user story maps. I also coordinated with Coursera for the integration of courses for user profiles.

Ezmakaan is an eCommerce website for home appliances, home improvement, and electronics. We started this project from the idea to delivery. We designed the entire website using Google’s UI/UX design principle, created designs on Figma, got approvals, and then worked on building the website.

• Owned product strategy and execution: Defined the product vision, roadmap, and features. Conducted market research to understand user needs and led the development of user personas and user stories.
• Built and managed a high-performing team: Assembled and managed a tech team from scratch, fostering collaboration through daily standups and agile methodologies.
• Secured funding and investor interest: Supported financial forecasting and prepared compelling investor demos to secure seed funding.
• Developed cutting-edge AI models: Led the development of three core AI functionalities: object detection (classification), price reduction prediction, and overall price prediction models (without revealing specifics).

Hayya GMS is a VIP and VVIP guest management system used to manage the guest experience from invitation to seat allocation, including facilities such as flights, accommodations, airport arrival and departure, transport, and event tickets with seat allocation. It is currently being used and was previously used for the AFC 2023 tournament and the AFC U23 tournament. Moving forward, it will be used for any state-level event happening in Qatar.

My contribution to this product was from ideation to delivery. I managed the entire product along with the development, managing the stakeholder requirements, seeking UAT sign-offs, training, and reporting. As a senior product manager, I oversaw the entire product and managed multiple cross-functional teams.

The Hayya VVIP guest management system was developed for events in Qatar. The system includes several features, such as travel, accommodation, and transportation. It has multiple integrations and features.