Libby Elliott
Verified Expert in Product Management
Product Manager
Christchurch, Canterbury, New Zealand
Toptal member since November 11, 2021
Libby has spent the last nine years working in financial services in London. Her greatest accomplishment was leading the delivery on Onfido Studio, taking the product from zero to £35 million in revenue passing through the platform. Libby is a problem solver and loves delivering positive outcomes for all stakeholders. Libby has experience working in complex regulator environments and uses quantitative and qualitative techniques to make data-driven decisions.
Project Highlights
Expertise
- Agile Product Delivery
- Agile Product Management
- Confluence
- Jira
- Journey Mapping
- Lucidchart
- Scrum
- User Stories
Work Experience
Senior Product Manager
Onfido
- Conducted extensive user research to inform a well-defined product vision and product delivery strategy. Successfully delivered that vision within six months and had our first customers signed within 10 months.
- Continuous iteration of the vision and delivery placed the Onfido Studio Platform at the heart of the Onfido business, attracting all types of customers in different geo's and verticals.
- Demonstrated Onfido Studio capabilities in board meetings, press briefings, and key client account reviews, which led to enterprise customer adoption.
- Built the documentation repository to increase customers' autonomy when integrating and improve time to revenue realized.
Product Manager
WorldRemit
- Worked with product design, research, and data teams to redesign the company's onboarding experience across multiple justifications. Completely redesigned the front-end customer experience as well as the back-end agent business processes.
- Achieved straight-through processing for customers onboarding to the product. Attained a 20% reduction in average handling times of customers onboarding on the platform.
- Devised and led the country’s roll-out plan ensuring revenue and feature delivery. It supported the most optimal countries with the largest impact.
- Delivered a mobile one-time password feature that helped eliminate fraudulent customers onboarding.
- Established a unique customer strategy to ensure WorldRemit was compliant with how customers were assessed for anti-money laundering laws.
- Managed the risks and issues across five development teams to ensure all dependencies were identified and mitigated to enable on-time delivery.
Product Manager
Class35
- Redesigned a business and technology landscape from the ground up based on customer needs. This was for the largest residential property management company in the UK.
- Ran workshops with end-users and subject matter experts to identify core systems, processes, and existing pain points that informed the product design, strategy, and procedures.
- Worked with strategists, product designers, and end-users to design industry-leading customer experience for residence allowing them to track payment, collect packages, and monitor building maintenance.
- Prototyped an interactive application for the residential property managers to use onsite based on business needs to track revenue, compliant building codes, and time management.
- Designed over 70 end-to-end business processes across multiple platforms, including customer service tooling and telephone, Salesforce, and a building standard code system.
Senior Business Analyst
Euromoney Institutional Investor
- Translated new business processes into technical specifications and user stories for nearshore development teams.
- Managed the product backlog and planned sprints to ensure key API integrations were delivered in time.
- Completed an audit of business processes in the sales, marketing, and events teams against the new GDPR. Designed and implemented new compliant processes in order of importance.
- Trained over 300 members of the division on new GDPRs in London, New York, Sofia, and Hong Kong.
- Managed the end-to-end implementation of Pardot on two key publications, which enabled complete automation of marketing emails and push notifications.
Internal Product Manager and Business Analyst
London Stock Exchange
- Managed the delivery of new environments against the solution architecture, complete with security, load balancing, single sign-on, and correctly migrated data.
- Managed requirements definition and delivery of system integration between Oracle FSS and CA project and portfolio management (CA PPM).
- Facilitated end-user training of application changes and successfully transitioned new business processes over to BAU teams.
- Gathered functional and non-functional requirements from specific business' stakeholders to design a KPI Matrix to track the performance of critical projects.
- Built a KPI Matrix with vertical and horizontal measures to track compliance with new business processes used by the operational risk committee.
Business Transformation Consultant
IBM
- Created and managed an internal governance group to bring together key stakeholders bringing transparency to siloed delivery teams, reducing broader program risks.
- Gathered and documented business' policies and rules from legacy systems and policy analysts and transformed them into 180 legacy use cases, which were implemented into IBM's Cúram Social Enterprise tool.
- Delivered an enterprise architecture presentation model to support new documentation.
- Supported the project management office by documenting and managing project risks and issues.
Project History
Customer Onboarding
Led the complete redesign and delivery of the front and back-end experience to move the customer friction forward, creating a faster payment journey.
Worked with the product designers and researchers to build an industry-leading customer onboarding experience.
Designed and delivered the supporting back end, including core infrastructure, new system integrations, and a leading case management system.
The overall goal was to create a positive customer experience and increase customer retention by introducing positive friction during onboarding and removing all friction during transactions.
The workflow and case management tool achieved complete automation of onboarding and reduced average handling time for agents from around 30 minutes to about five.
Education
Bachelor's Degree in eCommerce, Marketing and Information Systems
Victoria University of Wellington - Wellington, New Zealand
Certifications
Product Strategy
Reforge
Service Design
University of the Arts London
Scrum Product Owner Certified (SPOC™)
Scrum Alliance
Leader In the Team Environment
IBM
Skills
Tools
Jira, Confluence, Zoom, Slack, Figma, Pardot, Google Analytics
Paradigms
Agile Product Management, Scrum, Agile, Business Process Modeling Notation (BPMN), Agile Workflow
Other
User Stories, Jobs to be Done (JTBD), Lucidchart, Journey Mapping, Agile Product Delivery, Business Process Analysis, Business Process Flow Diagrams, Business Process Automation, Workshops, Ideation Workshops, Product Discovery, User Personas, Process Flows, User Journey Maps, Consulting, Anti-money Laundering (AML), Process Automation, Business Cases, Business Analysis, IT Business Analysis, Use Cases, Use Case Analysis, Risk Management, Product Vision, Business Transformation, Business Process Modeling, Business Process Flow (BPF), Salesforce, API Integration, Identity, Biometrics, Workflow, Story Mapping, Miro, Roadmaps, Feature Planning, Feature Backlog Prioritization, Feature Prioritization, Prototyping, Service Design, Workshop Facilitation, Discovery Workshops, Personas, Leadership, Business Processes, Process Design, Customer Journey, User Journeys, Startup Consulting, Process Mapping, Build Processes, Website CMS, Budgeting, Projects, Agile Delivery, Project Delivery, Oracle, Clarity PPM, Project Planning, Design Workshops, Process Flow Design, Integration, Data Migration, Training, Training Content, Compliance, Risk Analysis, Authentication, System Dynamics, Single Sign-on (SSO), Policy Development, Automation, Product Journeys, Marketing, Information Systems, eCommerce, IT Projects, IT Consulting, Validated User Research, Product Strategy, Growth Strategy
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