
Brad Fenstermacher
Verified Expert in Product Management
Product Manager
Bellevue, WA, United States
Toptal member since March 30, 2020
A champion of design thinking and customer experience, Brad has played critical roles with large corporations and startups alike. He has broad industry experience, including wireless, banking, edtech, and health care. Past projects have been with T-Mobile, PeaceHealth, and Avant Assessment, just to name a few. Brad's strengths lie in showing the brightest in the market strategy, design, and product development stages.
Expertise
- Customer Experience
- Design Thinking
- Interaction Design (IxD)
- Journey Mapping
- Personas
- Service Design
- User Stories
- User-centered Design (UCD)
Work Experience
Service Design Consultant
Freelance
- Served as a direct link between product owners, data scientists, and the development team.
- Built journey maps and wrote user stories for multiple personas at early stages of development.
- Focused on breaking down the long-term vision into actionable plans for new service offerings.
- Rapidly ramped-up on-site, sector, and cell signal data and implications for network performance.
Service Design Consultant
Freelance
- Planned and facilitated the migration of more than 75,000 users to the Microsoft Cloud.
- Oversaw the successful transition for all users, including retail and call centers.
- Ensured compliance with HR, legal, security, and contract requirements.
- Developed visual and written communications for program stakeholders.
Director, Business Development
LiveStories
- Worked with the founder to build the product roadmap, providing the majority of VOC input gathered through first-hand interviews and industry research.
- Worked with the founder, UX designer, and web developer to develop the MVP and subsequent iterations and releases.
- Teamed with customers to develop new online donor engagement strategies.
Senior Manager, Customer Experience
West Monroe Partners
- Led digital strategy projects, customer experience (CX), and user experience (UX) initiatives.
- Facilitated client sessions to develop personas, use cases, and journey maps.
- Teamed up with design agencies to apply new branding to digital properties.
- Cataloged existing content and coordinated new content development.
- Coordinated the integration and rebranding of linked secure sites.
- Led full QA cycles across the matrix of OS/browser/device combinations.
- Primarily worked on the following project: a bank rebrand and digital channel overhaul.
Chief Technology Officer
Avant Assessment
- Led team that developed and supported Avant's SaaS language assessment platforms.
- Oversaw all technical aspects of assessment delivery to thousands of language learners worldwide.
- Implemented processes, systems, and controls to streamline production and improve quality.
- Grew the team from a handful of junior developers to a robust team of 12 and retaining key talent.
- Traveled to evaluate market and partner opportunities with Tsinghua University (China).
- Contributed marketing, tech, financial, and operations expertise to the executive team.
Project History
STAMP Pro Online Assessment
Teamed up with language and assessment SMEs to develop and grow what is now known as STAMP Pro for Avant Assessment.
Crowdfunding Platform
Voiced customer efforts and worked with founder through design, MVP development, initial launch, and beyond.
Interactive Web Surveys
Led the design, development, and deployment for a CRM-integrated customer survey tool that required no IT assistance for marketing department users to deploy.
Online Banking Experience
Led development and launch of new online banking experience for serving individual and business banking customers across more than 170 branches and four states.
Education
Master of Business Administration (MBA) Degree in Business—Sports Business and Marketing
University of Oregon - Eugene, OR, USA
Bachelor's Degree in Business: Information Systems and Marketing
University of Washington - Seattle, WA, USA
Certifications
Human-Computer Interaction — HCI
Interaction Design Foundation
Usability Testing
The Interaction Design Foundation
Mobile UX Design
The Interaction Design Foundation
Emotional Design
The Interaction Design Foundation
UX Management
The Interaction Design Foundation
Skills
Tools
Figma, Visio, Trello, Confluence, Asana, Jira, Microsoft Project, Zeplin
Paradigms
Design Thinking, Human-computer Interaction (HCI), B2C, Agile Product Management, Scalable Application, Agile, Kanban, Agile Software Development
Industry Expertise
Sports, High-tech Startups, Education Technology (Edtech), Banking & Finance, Healthcare
Other
Use Cases, User Journey Maps, User Journeys, Customer Experience, Interaction Design (IxD), Journey Mapping, Storyboarding, User Stories, Story Mapping, Personas, Service Design, Business, Business Processes, Business Process Analysis, Business Process Flow Diagrams, Business Process Modeling, Ideation, Ideation Workshops, Web Platforms, Feature Backlog Prioritization, Roadmaps, Microsoft Excel, Product Management, Data Queries, Product Design, Use Case Analysis, User Experience (UX), Marketing Strategy, Strategic Planning, Startups, Digital Marketing, Wireframing, Product Development, SQL, Wireless, User-centered Design (UCD), Competitive Strategy, User Research, Competitor Analysis & Profiling, Marketing, Technology, Digital Product Design, Digital Product Management, Marketing Communications (MarCom), Product Marketing, Edtech Design, Business to Business (B2B), Business to Consumer (B2C), UX Testing, Validation, Smaply, Adobe Experience Design (XD), Retail & Wholesale, Surveys, Primary Research, B2B, JavaScript, HTML
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