Senior Product Owner

Owned the product roadmap and backlog for a B2B CRM platform supporting corporate banking operations. * Prioritized initiatives based on business impact, user needs, technical dependencies, and team capacity. * Conducted product discovery, gathered user feedback, defined business requirements and acceptance criteria. * Coordinated business stakeholders, analysts, backend/frontend developers, QA engineers, and architects. * Managed delivery, UAT, releases, and post-launch improvements. * Monitored product adoption, application volumes, and user experience metrics. Key projects and outcomes: * Developed CRM workflows for corporate credit applications (Credit Pipeline). * Worked on digital ruble application and ticket management processes. * Improved automation of client applications and relationship manager assignments. * Developed CRM functionality for non-resident clients, KPI dashboards, and loyalty programs.

Owned end-to-end product development of a corporate B2B CRM platform, from discovery and requirements definition to delivery, UAT, and release. * Managed the product roadmap and backlog, prioritizing initiatives based on business value, user needs, and technical feasibility. * Conducted user research, analyzed feedback, identified pain points, and formulated product hypotheses. * Coordinated a cross-functional team of up to 9 specialists, including business analysts, developers, and QA engineers. * Defined requirements, managed stakeholder expectations, and oversaw integrations with internal systems and APIs. * Led user acceptance testing, feature releases, and post-launch adoption analysis. Key achievements: * Increased internal NPS by 20% through improvements to CRM usability and employee workflows. * Introduced bulk operations that reduced manual work for corporate relationship managers. * Redesigned application approval workflows to simplify internal processes. * Supported the launch and growth of an international client service channel, reaching 120–300 requests per day during its active growth phase.

Supported the implementation and continuous improvement of corporate CRM systems, working closely with business users, product teams, and IT specialists. * Collected and analyzed user feedback to identify recurring issues, process inefficiencies, and opportunities for improvement. * Investigated complex user scenarios and translated business needs into functional requirements. * Participated in user acceptance testing (UAT), validated new functionality, and coordinated issue resolution with development teams. * Analyzed CRM usage and supported the adoption of new features and processes. * Provided guidance and training to business users during system updates and functionality rollouts. Key contributions: * Identified and proposed CRM improvements based on recurring user problems. * Helped improve internal workflows and usability through business requirements and acceptance testing. * Built practical expertise in enterprise CRM processes, which became the foundation for my transition into product management.

Worked on enterprise CRM systems for corporate banking clients, progressing from CRM Support Specialist to L1.5 Support and Deputy Team Lead. * Provided functional support for corporate CRM systems, investigating user issues, incidents, and system errors. * Analyzed recurring problems, identified root causes, and coordinated their resolution with development teams. * Participated in testing new functionality, system updates, and releases. * Improved support workflows, internal procedures, and knowledge-sharing processes. * Trained and supported team members, monitored service quality, and ensured compliance with SLA requirements. * Collaborated with business users and IT teams to improve system stability and operational efficiency. Key contributions: * Progressed into a Deputy Team Lead role with responsibility for team coordination and service quality. * Improved CRM support processes and helped reduce recurring operational issues. * Developed extensive expertise in enterprise CRM systems, business processes, and cross-functional collaboration.