Abhinav Sharma

Key Achievements:

• Stepped into a Product Management role to deliver key digital transformation outcomes, demonstrating strong commercial acumen and a structured approach to defining and achieving project milestones. Actively communicated the value of features, ensuring alignment with both customer needs and business goals.
• MyTelstra App and Web Platform: Led the prioritization of customer experience improvements and new product propositions, driving measurable enhancements in digital engagement and customer retention. Utilized Adobe Experience Manager and Salesforce Lightning Web Components to streamline web experiences and reduce order funnel fallout. Supporting a customer base of ~4M.
• eSIM Activation Strategy: Delivered end-to-end eSIM activation with Google and Apple, increasing digital activation rates by 30% and contributing to a 13% uplift in customer satisfaction.
• Network Data SaaS Product Launch: Led the development and launch of a network optimization product, improving speed and latency for gaming customers, resulting in an increase in NPS (Net Promoter Score) and a 25% boost in usage among target customers. Managed relationships with key external vendors in the U.S.
• Value-Added Products Upgrade: Relaunched postpaid customer engagement products, achieving significant churn reduction through partnerships with Assurant and Kingfisher.
• System of Work Uplift: Directed the redesign of the system of work, improving collaboration between business and engineering teams, resulting in a 35% improvement in delivery speed and enhanced alignment with business objectives.
• Product Capability Leadership: Directed product design teams to deliver practical solutions to commercial problems, helping to reduce risk. Aligned to Go-To-Market timelines and technical constraints.

Core Competencies and Achievements

• Led the transformation of PMO and Agile processes, increasing efficiency and enhancing delivery through improved Systems of Work. Resulting in faster time-to-market and better alignment with strategic objectives across cross-functional teams, including Digital Channels, Marketing, Legal, GTM, and Engineering.
• Drove strategic decision-making and roadmap planning, managing risks, and resolving experience roadblocks. Balance customer experience with commercial goals by continuously aligning business initiatives with product objectives, leading to improved customer satisfaction and business outcomes.
• Guided cross-functional, agile delivery teams in app and web development, facilitating collaboration among senior leadership, technical product owners, and DevOps leads. Delivered rapid ideation and iteration to enhance platform experience across multiple squads.
• Collaborated with onshore and offshore squads to refine product roadmaps and prioritize features, ensuring that digital experiences were optimized and aligned with commercial goals.
• Ensured end-to-end delivery of customer-centric projects, consistently advocating for the 'Voice of the Customer.' Managed complex cross-domain dependencies while balancing customer needs with business objectives.
• Leveraged a data-driven mindset, utilizing both qualitative and quantitative insights to create actionable data. Championed data-driven decision-making, using tools like New Relic, Adobe Analytics, and Google Analytics to improve product outcomes and drive digital engagement.
• Advocated for early development of critical foundational experience features, removing strategic blockers, and reprioritizing work to ensure on-time project completion. Demonstrated the ability to balance technical and architectural considerations with commercial outcomes.
• Worked closely with external vendors to deliver security, network, and product enhancements, ensuring seamless integration with internal systems, and contributing to key product uplifts.
• Managed agile delivery teams of 24 members across mobile app and design systems, providing guidance to developers and negotiating delivery timelines, while also building trusted relationships with senior leadership and C-Level stakeholders. Effectively managing expectations and delivering customer-centric outcomes.
• Developed success metrics for digital engagement, showcasing both strategic and commercial acumen. Enhanced user-centric product outcomes through data-driven decision-making, utilizing tools to analyze user behavior and improve digital experiences.
• Led cross-disciplinary teams of up to 16 members, including business, engineering, and design experts, to implement significant product platform changes. Delivered successful Go-To-Market strategies that drove business results within the Sales and Postpaid business streams.

Key Achievements:

• Business Analyst in a startup environment, delivering B2B SaaS solutions to NSW Port operators. Took on extended responsibilities beyond business analysis, actively contributing to product development with clients.

Core Competencies:

• Led requirement gathering and scoped the Port Logistics and Data Analytics SaaS product, driving alignment with business objectives.
• Collaborated closely with DevOps engineers, translating user requirements into scalable APIs to ensure product scalability and innovation.
• Conducted process, data, and business requirements modeling to support organizational goals, adapting to changing project scopes, and defining acceptance criteria for successful delivery.
• Fostered a culture of innovation, collaboration, and transparency, strengthening both internal and external stakeholder relationships.

• Cultivated and maintained positive relationships both internally and externally, fostering a culture of proactivity, innovation, transparency, collaboration, and flexibility in support of business objectives.
• Led requirement gathering and project scope definition for the Security Applications Upgrade project.
• Conducted asset management and client audits to ensure compliance.
• Conducted process, data, and business requirements modeling to align with organizational goals.
• Contributed to asset management activities, offering strategic recommendations on business activities for input into the senior project manager.

Key Achievements:

• My Optus App: Delivered new digital customer experience enhancements as a Business Analyst in a customer engagement team.
• Took on more responsibility to assist product owners in delivering digitally engaging experiences.

Core competencies:

• Led digital platform upgrades for the My Optus App, directly improving customer satisfaction and increasing user engagement, while aligning enhancements with business objectives.
• Collaborated across digital, technology, and business teams to define product functionality and deliver solutions that optimized CMS, data mining, API, and mobile/web experiences, contributing to an improvement in feature adoption.
• Developed a clear prioritization framework, managing scope changes, backlog refinements, and acceptance criteria to ensure timely delivery of key milestones while balancing customer value and business needs.
• Applied a data-driven approach, conducted comprehensive requirement analysis, and utilized data modeling to inform strategic decisions.
• Drove PMO and Agile process transformations, achieving a improvement in project delivery speed and efficiency by championing changes in the System of Work, contributing to enhanced stakeholder satisfaction.
• Supported engineering teams in technical discussions, ensuring alignment between commercial objectives and architectural considerations during the platform transformation, resulting in scalable solutions that addressed current and future business needs.
• Maintained a holistic view of project deliverables, ensuring cross-domain dependencies were managed effectively and delivering projects that met both customer expectations and business goals.
• Built strong stakeholder relationships, collaborating with senior leadership, product managers, and technical teams across squads to guide successful project outcomes and foster a culture of innovation and proactive problem-solving.
• Ensured E2E delivery of strategic initiatives, including system design implementation and Go-To-Market strategies, leading to the successful launch of features that enhanced the overall customer journey.
• Demonstrated commercial acumen by quantifying and communicating the impact of new features, driving both customer value and business performance, and cultivating a culture of transparency and collaboration across the organization.

Key Achievements:

• Z-Track Platform: delivering a digital claims management platform redesign.
• Took on PM responsibilities, on top of general business analyst duties, to ensure timelines for the project were aligned to GTM requirements.

Core Competencies:

• Product and Commercial Acumen: Spearheaded a digital transformation project for an online claims system, defining and prioritizing key business processes. Engaged senior stakeholders and aligned feature prioritization with both customer value and business outcomes, resulting in a streamlined claims process.
• Stakeholder Management: Successfully negotiated timelines and requirements with stakeholders, ensuring clear communication of the benefits of new features. Built strong partnerships across business and IT teams, enabling efficient decision-making and delivery.
• Data Mindset: Led data migration efforts and utilized data-driven insights for UAT testing, ensuring the platform's digital transformation aligned with strategic goals. Collaborated on data modeling to inform critical decisions on both commercial and architectural outcomes.
• Technical Acumen: Worked closely with development teams to bridge the gap between business needs and technical solutions. Played a key role in project management, ensuring that technical discussions considered scalability and future-proofing for long-term business success.
• Curiosity and Problem Solving: Conducted E2E analysis from requirements scoping to product delivery, ensuring that solutions addressed the right problems. Regularly engaged in asking the right questions during business process workshops to ensure scalable, future-ready systems.
• Leadership & Mentoring: Provided guidance to a new business analyst, sharing best practices in workshop facilitation, stakeholder engagement, and documentation, leading to improved team productivity.

Key Achievements: Delivered a Data Migration and Reporting project, in collaboration with offshore data analytics teams, as the sole point of contact for delivery.

Core competencies:

• Product & Stakeholder Management: Acted as the key liaison between business units and offshore development teams for Lender's Mortgage Insurance, managing stakeholder expectations, negotiating project timelines, and ensuring alignment on priorities and requirements for feature delivery that met both business and customer needs.
• Project & Commercial Delivery: Spearheaded the end-to-end delivery of data migration projects, balancing commercial objectives with technical architecture considerations. Managed the full lifecycle from pre-production to production deployments, ensuring successful implementation and compliance within an agile framework.
• Agile & Change Management: Facilitated Agile methodologies such as scrums and retrospectives across business and development teams. Delivered on project milestones while managing risks and assessing change impacts to ensure seamless transition and integration within a fast-paced environment.
• Data-Driven Decision Making: Supported data remediation efforts in migrating from Oracle Reporting Service to SQL Server Reporting Services (SSRS). Developed a clear data strategy that involved mapping AS-IS business processes using BPMN, providing stakeholders with the necessary data insights to make informed decisions.
• Technical Collaboration: Collaborated closely with engineering teams, applying a product-driven approach to solving complex technical issues during server and data migrations. Leveraged technical acumen to contribute to discussions on system scalability and aligning technical solutions with business strategy.
• Documentation & Communication: Produced detailed service request documentation for steering committee approval, along with process maps and BPMN artifacts. Enabled both technical and non-technical stakeholders to understand project progress, milestones, and the value delivered through each phase.