Gisela Andrade
Verified Expert in Project Management
Project Manager
Zürich, Switzerland
Toptal member since November 22, 2024
Gisela is the voice of the customer (VoC) product manager with 10+ years of experience driving digital transformations. She thrives in complex, high-performing international settings and specializes in innovative, scalable digital products and strategies to enhance customer experience and foster consumer adoption in B2C and B2B markets. An expert in customer-facing ecosystems, Gisela delivers high-value solutions by driving technological maturity on behalf of customers and leveraging AI.
Project Highlights
Expertise
- AI Product Management
- Agile
- Business Innovation
- Customer Experience
- Innovation
- Product Management
- User Journey Maps
- Voice of the Customer (VoC)
Work Experience
Guest Lecturer
University of Applied Sciences and Arts Northwestern Switzerland
- Served as a guest lecturer and taught innovation methodologies and design thinking to 40 students.
- Guided 40 students through the customer experience journey and user research process.
- Conducted lectures on design thinking and supervised six end-of-module business innovation projects and user research.
- Organized my lectures around the importance of the human-centric design approach, empathy mapping, assumption and hypothesis validating, prototyping, user testing, and the VoC strategy.
Senior Innovation Expert (Freelance)
Basel
- Provided consulting services to 35 startups on business and innovation strategies.
- Guided 35 startups on the VoC initiatives, user research, design, and new feature development for digital products, services, and solutions, including AI-related projects.
- Provided consultations to 35 startups on product-market fit and a business model strategy. Advised them on minimum viable product (MVP) development and MVP testing.
Service and Solution Designer
Junoverse
- Conceptualized, developed, and implemented the digital user journey with a cross-functional team of five. Designed the full service and solution offering for Junoverse, including B2C and B2B platform roadmaps.
- Designed and implemented VoC initiatives and conjoint analysis for new feature development.
- Headed and executed user research projects from scoping to delivery, advocating for the user through the design and development process and translating research insights into actionable features.
Product Manager, Customer Journey
zur Rose Group
- Defined user journey and UX design for both asynchronous and online user journeys with a cross-functional team of three. Supported software development teams by creating dashboards to track defects and pre-launch tasks.
- Defined the product and service vision, enhancing service management and milestones and aligning marketing strategies.
- Established goals and reports to review key metrics and program increments (PIs) to identify opportunities.
Digital Engagement Manager
Microsoft
- Managed, implemented, and coordinated customer success activities and VoC for B2B and B2C.
- Headed the partner skills strategy while managing and aligning business enablement strategies across stakeholders. Addressed capacity gaps.
- Developed customer and enterprise onboarding experience.
Head of Product Marketing and Digital Communication Transformations
WeWent
- Developed and implemented a content and digital media strategy driving traffic, adoption, and engagement. Defined the B2C and B2B platform roadmap and its execution and drove product long-term vision.
- Improved customer touch points and influenced seamless customer experience and satisfaction. Advised on UI/UX design and introduction of new features to the online platform while conducting UX research.
- Established strategic partnerships, managed stakeholders, and acted as service design lead, focusing on customer experience improvement.
Google Street View Operations and Training Lead, EMEA
- Managed Google Street View projects for the EMEA region and piloted new UI/UX design features for the online platform. Supported development teams by creating dashboards to track defects and pre-launch tasks for AR-related projects.
- Oversaw special collection projects across eight countries.
- Managed Google Arts imagery collection projects for eight countries.
Product and Solutions Manager
Roche
- Supported development teams and identified risks to milestones and launch schedule. Created user requirements and advised on UI/UX design (VoC) and UX research. Gamified the onboarding procedure, including developing the game concept for Bio Week.
- Managed internal communications, including content strategy and online community engagement. Created user guides and FAQs for online activities supporting the creation of a mature digital culture and mindset.
- Ran ideation, co-creation, and product design workshops.
Project History
Doc Morris | Obesity Care
https://www.docmorris.de/ratgeber/adipositasLaunched the online and offline obesity healthcare user journey.
myPhonak Web Application
https://www.phonak.com/en-int/hearing-devices/apps/myphonakLaunched and managed several releases of the myPhonak web app for Sonova.
Google Arts Project
https://artsandculture.google.com/Spearheaded a team of 40 technicians, handled partnership and stakeholder engagement, and launched the project in eight countries.
Education
Master's Degree in Psychology
University of Maia - Maia, Portugal
Certifications
Scrum Product Owner Certified (SPOC)
Scrum Alliance
Skills
Tools
Jira, Figma, Slack, Zoom, Asana
Paradigms
Agile, Lean, Kanban, B2B, Agile UX, Gamification
Platforms
Businessmap (formerly Kanbanize)
Other
Innovation, Voice of the Customer (VoC), Product Management, Solution Design, Business Innovation, User Journey Maps, Customer Experience, New Product Development, Patient Engagement, Product Owner, AI Product Management, Service Design, Value Innovation, User Flows, User Needs, User Journeys, Customer Experience Strategy, Customer Experience Management, User Research, Product Development Manager, New Product Business Cases, Digital Product Management, Digital Product Design, Scrum Product Owner, Value Proposition, Value Creation, Digital Product Development, Product Design, Business Cases, Customer Experience Design, Business to Business (B2B), Customer Journeys, Experience Design, User Experience (UX), User Empathy, User Engagement, Customer Success, Training & Training Content Development, Program Management, Consumer-facing Product Design, Innovative UX, Product Development, Business & Digital Transformation, HR Transformation, SaaS Product Marketing, Product Marketing, Marketing, B2B Marketing, New Products, Contract Review, Vendor Management, Employee Experience, Employee Engagement
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