Mark Verdegaal, Product Manager in San Roque, Spain
Mark Verdegaal

Product Manager in San Roque, Spain

Member since May 18, 2019
Mark is a seasoned digital product manager, technologist, leader, and strategist with over a decade of experience. He has a knack for building high performing Agile teams, quickly assimilating the ins and outs of new products, and creating a simple and straightforward marketing strategy. Mark has broad international experience and speaks three languages fluently, likes to understand and shape the big picture, and wants execution lightning fast.
Mark is now available for hire

Project Highlights

  • Tripled mobile payments and introduced new customer focussed and iterative (Agile/Scrum) methodologies.
  • Led 60+ people through a digital transformation towards agile practices and data-driven decision making
  • Reduced calls to the call center and increased customer satisfaction by reducing resolution time in a channel of choice

Expertise

  • Agile
  • Architecture
  • Certified Scrum Product Owner
  • Digital Transformation
  • Financial Services
  • Mobile
  • Scrum
  • Telecommunications

Education

Select Certifications

Employment

  • Head of Mobile Product Management

    2014 - 2019
    Lloyds Banking Group
    • Led more than 60 people through a digital transformation towards Agile practices and data-driven decision making.
    • Launched a brand new intelligent chat tool able to deal with a significant percentage of common queries to offload our call center and reduce cost.
    • Digitized our communication channels to save cost on paper mail and SMS in favor of email and push notifications.
    • Achieved 4.5-to-5 app ratings as well as world-class NPS scores (70+).
    • Tripled mobile payments.
  • Principle Product Manager

    2011 - 2014
    Vodafone Spain
    • Created and delivered a turnaround TV strategy for Vodafone Spain to compete against the over the top content providers as well as the cable providers using the Vodafone fiber network.
    • Achieved the greatest Vodafone app penetration (cloud services, backup and protect) of any Vodafone country by bundling premium services together with voice and data tariffs.
    • Successfully set up deals with Waze and Napster with the aim to increase data usage, Vodafone branding in third-party domains and customer NPS.
  • Product Manager (Mobile)

    2008 - 2011
    Vodafone Netherlands
    • Implemented a new mobile advertising platform (MADS) and initiated an ad-sales partnership to drive revenue from the Vodafone mobile internet portal.
    • Set up a developer marketing program to generate content (games & apps) for the Vodafone store.
    • Launched Vodafone Music to drive customer loyalty.
  • Management Trainee (Strategy and Digital)

    2006 - 2008
    Vodafone Netherlands
    • Recommended and kickstarted a strategy for identifying and acting on opportunities outside the direct focus area of Vodafone.
    • Provided hands-on product and specialist experience with e-CRM, online analytics, online services, and mobile advertising.
    • Completed a young high potential and business management program.

Project History

  • Mobile Payment Hub
    Tripled mobile payments and introduced new customer focussed and iterative (Agile/Scrum) methodologies.

    Following customer feedback—identified through testing—that customers did not understand the difference between different payment options and lagging use (compared to desktop) of international payments and standing orders (the most profitable payment types), we embarked on a journey to revamp the payments customer experience.

    This process was done step by step while also using new methodologies such as OKRs and Agile/Scrum to set ourselves up to reach outcomes rather than deliver a predetermined (and potentially useless) project.

  • Digital Transformation
    Led 60+ people through a digital transformation towards agile practices and data-driven decision making

    I led a working and people transformation aimed at modern, Agile, and data-driven decision making.

    I successfully adapted and implemented practices from a lean startup, Agile, Scrum Kanban, OKRs, and more to ensure faster delivery of value to customers while increasing employee engagement and satisfaction at the same time.

  • Smart Mobile Chatbot
    Reduced calls to the call center and increased customer satisfaction by reducing resolution time in a channel of choice

    This was the most challenging product I've launched and it centered around inserting a smart chatbot into a bank's app. It was the first customer-facing AI and cloud integration for the company and it required company-wide planning and collaboration to launch and a combination of vendors.

Education

  • Master of Science (MSc) degree in Industrial Engineering and Management Science
    2001 - 2007
    Eindhoven University of Technology - Eindhoven, the Netherlands

Certifications

  • AI in Finance Certification
    JANUARY 2019 - PRESENT
    CFTE

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