Melissa Harle
Stoke Newington,London, England
Summary
A results driven digital product owner, with over 3 years of experience in digital product ownership and sales.
I have a passion for creating exceptional digital customer experiences, I thrive on impactful outcomes that drive business success.
I am seeking a to be a part of your team at OSB Group as Savings Product Owner to have meaningful impact on how customers engage with your product and deliver on value to meet business objectives.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Product Owner, Digital Channels – Website, Nab.com.au
National Australia Bank
04.2023 - Current
- Transformed the Content Management Solution in the NAB mobile app, reducing lead times from 40 days just to 1, resulting in substantial cost saving (an update in mobile previously would cost between $10-$80k) and improved agility in delivery updates. This involved driving overall product vision and roadmap, ensuring alignment with company objectives and customer needs, and focusing on shifting away from project-oriented work towards product-oriented work.
- Successfully integrated Brightcove video into NAB AEM technology through collaboration with a third-party vendor and internal stakeholders enhancing NAB platform media and marketing capabilities. This included strong cross functional collaboration with development teams, RTEs, scrum masters and stakeholders, including design, risk and legal to define project goals, oversee project implementation and optimize user experience
- Enabled customer feedback channels onto nab.com.au across 45% pages driving customer engagement and digital sales through strong cross functional collaboration and needs analysis of business users. Clear communication of business requirements was crucial in defining, and prioritize product features, through to successful grooming of epics, features and user stories to ensure alignment with user needs.
- Enhanced search capability on nab.com.au, leading to 120% uplift in accuracy of search results, through clear communication of business requirements enhancing user satisfaction and website navigation efficiency. This involved defining and tracking key performance indicators to evaluate the success of digital initiatives in order to continuously optimize and improve our strategy.
- Spearheaded GenAI POC for content delivery onto website, scaling content relevance on the website, and fastening the pace of content strategists by 10% driving innovation and continuous improvement. This included identifying opportunity for scalability and functionality to stay ahead of market trends.
- Successfully upgraded repayment calculators replacing Angular JS framework with modern technologies to address security and risk breaches, laying foundations for future enhancements and scalability which was a key company metric.
Product Owner – Business Digital Sales & Personalization
National Australia Bank
03.2021 - 04.2023
- Delivered over 250+ digital updates across nab.com.au implementing AB testing methodologies using Adobe Target & Adobe Campaign Manager in secured and unsecured sites to optimize performance and ensure continuous improvement of user experience. Successfully managing business priorities through agile ceremonies including sprint goals, planning, showcases and retrospectives to process improvement and resource management.
- Achieved +60% year on year (YoY) growth in FY22 and +62% YTD in FY23 demonstrating innovation to consistently progress performance and results. This involved setting ambitious goals to drive innovation in order to achieve digital sales and revenue sales targets through accurate forecasting and continuous measurement against daily, weekly, monthly and annual benchmarks.
- Achieved 130% uplift in digital application starts for business lending across FY22 driving increased customer engagement and conversion rates contributing to company strategy
- Successfully delivered the Business Lending Product Selector Tool, launched NAB Green equipment finance product, IVR messaging; and Internet Banking business sales product pages which contributed to enhanced customer experience and business success. Proficiently utilizing data and analytics to extract valuable insights, identify business opportunities and build business cases for business leadership buy in.
- Strong understanding of SEO and SEM, leveraging internal and external data for growth opportunities and enhanced digital performance including SEO articles, schema implementation and meta data uplift.
Servicing Associate - Business Insights and Growth
National Australia Bank
12.2019 - 03.2021
- 300 referrals to our business partners totaling over $10.1 million in converted new business lending, and over $5 million in retained business customers.
- An experienced customer service provider with a demonstrated ability to identify valuable opportunities for business lending, cash flow assistance and product support for NAB customers and refer to our partners for business growth.
- People leadership for onboarding and managing new Group 1 and 2 bankers through the proficiency hub within their first 8 weeks on inbound calls.
- Answered customer inquiries regarding loan status, payments, escrow accounts, insurance requirements.
Education
Bachelor of Business - Marketing and Management
Monash University
12.2018
Skills
- Product Vision And Strategy
- Stakeholder and relationship management
- Data and analtics
- Rally and Confluence
- Agile/ scrum methodology using Kanban
- Leadership and influence
- Strategic & creative thinking
- Learning orientation and self-awareness
- Resilience and flexibility
- Customer centric
- AEM capabilities including Adobe Analytics & Target
Awards
- 2021/ 2022, Received Outstanding end of year score (4/5)
- 2018, Certificate of recognition from the Monash Department of Marketing. Rewarded for my perfect score on the final exam in Monash Capstone Unit MKF3121
Certification
- 2023, SAFe Certified Product Owner/ Manager
References
References available upon request.
Timeline
Product Owner, Digital Channels – Website, Nab.com.au
National Australia Bank
04.2023 - Current
Product Owner – Business Digital Sales & Personalization
National Australia Bank
03.2021 - 04.2023
Servicing Associate - Business Insights and Growth
National Australia Bank
12.2019 - 03.2021
Bachelor of Business - Marketing and Management
Monash University
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