Sandra Rozario
Verified Expert in Product Management
Product Manager
Dubai, United Arab Emirates
Toptal member since April 7, 2021
Sandra has more than eight years of experience in product management. She has been working for Emirates, one of the largest global airlines, and has experience in fintech. She has worked with leading companies, including the Central Bank and Western Union, and has played a vital role in boosting revenue, digital transformation, and large-scale technical migrations. Sandra has ideated and launched multiple B2C/B2B mobile and web applications.
Project Highlights
Expertise
Work Experience
Agile Product Manager
Emirates Group
- Strategized, planned, and implemented new features and enhancements on Emirates' eCommerce channels, mobile and web.
- Launched a first-of-its-kind payment solution in the industry, allowing users to convert their bookings into vouchers. This converted an otherwise revenue loss of 600,000 bookings with the approximate value of 500$ each into active revenue.
- Led the product discovery, user research, and iteration roadmap for Emirates B2B global configuration portal and released the MVP ahead of schedule, shaving the development cost by 28%.
- Increased app revenue up to 15% by identifying customer needs through rigorous usability testing, A/B testing, and frequent product iterations.
- Revamped the Emirates legacy payment page built on outdated technology stack and moved to a more robust, scalable platform that can sustain a 300% increase in traffic.
Product Manager
Al Ansari Exchange
- Led the Western Union integration in the app, created a go-to-market strategy, managed marketing campaigns, and launched the product ahead of competitors, which contributed to a 5% increase in the total app revenue.
- Ideated the design and product development of a self-service kiosk which increased branch productivity and throughput by reducing queues and waiting time and was rated high on customer satisfaction metrics.
- Implemented multiple payment options, including paying with credit or debit card via Network International, direct debit with UAE Central Bank, net banking, and cash payouts.
- Developed a product strategy for digital customer onboarding.
- Improved the mobile app's rating from 2.5 to 4.7 by enhancing customer experience over the course of eight months.
- Revamped the remittance website by incorporating UI/UX improvements and simplifying user flows.
Product Owner
Emirates Airlines
- Revolutionized manual flight upgrades by introducing an automated back-end system for loyalty users, resulting in 5,000 increased upgrades every month.
- Implemented enhanced eCommerce analytics into Emirates web and mobile applications, providing better insight into customer engagements and user and company data.
- Introduced the most asked feature, which enabled users to purchase extra baggage online after or during the flight booking flow.
Business Analyst
Emirates Group
- Facilitated the integration of AIG insurance, Accuweather, Booking.com, Trenitalia, and Get your Guide with emirates.com website to enhance customer experience and generate new sources of revenue.
- Increased customer funnel conversion via UI/UX improvements, website revamp, and implementation of feedback from Apple and Google.
- Created a B2B application that allows business users across 50+ countries to create, manage, and roll out offer codes for the Emirates website for corporates.
Software Engineer
NIIT
- Created a native iOS eCommerce application to purchase online tours to promote Dubai tourism.
- Created several small games on iOS and hybrid platforms.
- Conducted POC for process automation on NIIT's internal user portal.
Project History
Digital Payment Vouchers During COVID-19 Pandemic
Ideated and validated a solution from concept to MVP launch in three months to cater to one of the most challenging customers and business needs during COVID-19 via issuance of digital receipts to the users in the form of payment vouchers.
More than 650,000 users per month demanded refunds for canceled flights during the COVID pandemic. It led to huge disruption at call centers, which led to increased waiting time and customer dissatisfaction.
BUSINESS PROBLEM
Emirates was in a state of $3.4 billion loss with a revenue drop of 75%.
SOLUTION
The vouchers issued could be redeemed by users while booking their flights on the Emirates app or website or even gift to family and friends.
• Led product from concept to MVP launch in three months.
• Planned four iterations for this feature based on company data, market research, and user impact.
• Adopted the Lean product development strategy and challenged every step in the customer journey. Emirates made headlines as the first in the market to launch such a digital solution.
• More than 3% of transactions every month are made using vouchers.
Launch of Native iOS and Android Remittance and Payment App
https://alansariexchange.com/Crafted a product roadmap keeping in mind the product KPIs. Planned the iterations and releases with a go-to-market and feature launch strategy. The app has constantly overachieved the product KPIs in terms of monetization and customer acquisition.
ACHIEVEMENTS
• Achieved transaction goals of taking 5,000 transactions per month business and turning it into 80,000 transactions/month, thereby ramping up revenue.
• Customer base increased by approximately 20% every month.
• App store rating increased from 2.3 to 4.7.
FEATURES
• Launched WU as a form of payment to enhance app branding and expand the customer base.
• Integrated with Central Bank for direct debit payments.
• Facilitated payment via credit and debit cards using Network International.
• Designed a solution for referral programs and monthly draws to onboard new users and enhance user retention rate.
• Incorporated one of the most challenging customer needs, digital customer onboarding in the app without the need for the users to visit the branch.
• Market integrations with countries in Europe and Asia using various cash payout methods like Ria money transfer to offer more payment options for users.
• Pay credit card bills through the app.
Revamping Emirates Legacy eCommerce Payment Page to a Responsive Page
https://payment.emirates.com/payment/The unified responsive payment page sustains a 300% more increase in traffic and caters to the payments on multiple channels like Dubai Experience, Emirates official store, Marhaba, Emirates Group Security, Emirates Aviation University, and SkyCargo.
Emirates strongly emphasizes branding and company image with the motive to provide exceptional customer service. Hence, continuous user research and design workshops were undertaken to validate the product flow by the end users.
PRODUCT BENEFITS
• Cost saving in development and reducing testing efforts by 25% by avoiding current duplication of efforts across all Emirates payment channels.
• Migrated to a common service layer for multichannel consumption (consumer, B2B, and affiliates).
• Reduced the time to market significantly for payment products.
• Introduced open banking payment methods (PSD2) and increased the number of payment options.
Process Digitization of Cabin Class Upgrades for Emirates Airlines
Implemented automatic upgrades that contributed to 25% of total revenue generated and are one of the most used features on the Emirates mobile website.
• This feature solved a major problem for the users trying to upgrade their cabin class but unable to find seats in the upsell cabin when they tried to upgrade.
• Conceptualized a back-end system to retrieve seat availability from multiple sources in a scheduled manner and auto-upgraded the user without any user action needed.
Education
Bachelor of Technology Degree in Computer Science
Sharda University - India
Certifications
Certified Scrum Product Owner (CSPO)
Scrum Alliance
Certified SAFe 4 Product Owner/Product Manager
Scaled Agile
Project Management Professional (PMP)
Project Management Institute (PMI)
Google Analytics Certification
Skills
Tools
Google Analytics, Slack, Confluence, Tableau, Jira
Paradigms
Key Performance Metrics, B2C, Agile Product Management, Agile, Scrum, Design Thinking
Other
MVP Product Management, Objectives & Key Results (OKRs), Product Discovery, Product Roadmaps, Go-to-market Plans, Feature Backlog Prioritization, User Stories, Product Strategy, Stakeholder Management, Product Development, Mobile Apps, B2B, Digital Product Design, Product Design, Key Performance Indicators (KPIs), Product Launch, Revenue Optimization, New Product Development, eCommerce, Product Management, Digital Product Management, Product Owner, Mobile, User Experience (UX), Prototyping, Web Applications, Pitch Decks, User Interviews, Ideation Workshops, User Research, Product Analytics, UI Prototyping, SaaS, Digital Transformation, Java, Databases, Project Management, Certified Scrum Product Owner (CSPO), Fintech, Payment Processing, Design Strategy, Workshops, Discovery, Technical Product Management, Teams, Gliffy, Miro, SQL, Oracle, Coding, Software Development, Story Mapping, Risk Analysis, PI Planning, iOS, Android, Hybrid Apps, Competitor Analysis & Profiling, Feasibility Studies, Software Technical SWOT Analysis, Product Demonstrations, User Personas, Business Process Automation, Website Redesign, Mobile Web, Business Optimization, Root Cause Analysis, Websites, Market Strategy and Research Product Manager, React, Objective-C, HTML5, Web Services, Online Payments
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