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Senior
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0
jobs
Strong customer experience profile specialising in digital strategy, to improve online engagement and conversion
Kike Helen Adesina
,
London, United Kingdom
Experience
Other titles
Skills
I'm offering
I’m enthusiastic about problem solving, strategic planning, championing the customer and enhancing business growth...
Additionally a digital thinker who is highly motivated with a passion for keeping abreast of new trends, technologies and techniques. I pride myself on working hard to hone my skills within the digital industry, as well as using qualitative and quantitative data as a source of insight which supports the optimization of online customer experience. I possess a flexible approach to working, with the willingness to respond to challenging situations, and being able to adapt well in new environments.
Optimization uses a three stage cycle of: Measure, Understand and Improve. One of the main driving tools within this model is experimentation; such as A|B and MVT testing which has shown that data-informed decisions shift business conversations from "we think" to "we know” at a faster pace. While balancing the risk v reward and learning more about the consumers being served.
I enjoy using various data sources to help connect the dots between user behaviour and business KPIs. Which then helps to provide an understanding for the specific journeys, that can be improved to uplift conversion and provide a better online experience.
Additionally a digital thinker who is highly motivated with a passion for keeping abreast of new trends, technologies and techniques. I pride myself on working hard to hone my skills within the digital industry, as well as using qualitative and quantitative data as a source of insight which supports the optimization of online customer experience. I possess a flexible approach to working, with the willingness to respond to challenging situations, and being able to adapt well in new environments.
Optimization uses a three stage cycle of: Measure, Understand and Improve. One of the main driving tools within this model is experimentation; such as A|B and MVT testing which has shown that data-informed decisions shift business conversations from "we think" to "we know” at a faster pace. While balancing the risk v reward and learning more about the consumers being served.
I enjoy using various data sources to help connect the dots between user behaviour and business KPIs. Which then helps to provide an understanding for the specific journeys, that can be improved to uplift conversion and provide a better online experience.
Markets
United Kingdom
France
(Remote
only)
Germany
(Remote
only)
Denmark
(Remote
only)
Norway
(Remote
only)
Sweden
(Remote
only)
Finland
(Remote
only)
Links for more
Once you have created a company account and a job, you can access the profiles links.
Language
English
Fluently
Ready for
Ongoing relation / part-time
Available
My experience
2019 - ?
job
Optimisation Executive
IG Index.
Leading the development and implementation of optimisation strategies, which adds demonstrable value to the business. This is achieved by delivering data driven insight, across all IG's web properties and being able to create a plan of action to improve KPIs.
Key responsibilities
• Using qualitative and quantitive methods such as analytics, heatmaps, session replays, surveys and usability testing to provide a better understanding of users needs, behaviour and performance
• Engaging with stakeholders across the business, to maintain and grow the testing culture by sharing success and failure stories. By doing this we continuously learn about our consumers and how well our online platforms serve them
• Working alongside UX, designers, developers and quality assurance, to propose solutions which address problems and pain points found within research
• Recognising experimenting opportunities, scoping out requirements and understanding the technical specifications to create accurate A|B or multivariate test plans
• Acting as a lead consultant for specific markets; by making relevant recommendations to achieve conversion goals and improve user experience based on business priortites
• Regularly creating and sharing progress reports and managing the expectation of stakeholder across the business
• Effectively managing a number of mobile, desktop and multi-channel developments across digital touch points
Key responsibilities
• Using qualitative and quantitive methods such as analytics, heatmaps, session replays, surveys and usability testing to provide a better understanding of users needs, behaviour and performance
• Engaging with stakeholders across the business, to maintain and grow the testing culture by sharing success and failure stories. By doing this we continuously learn about our consumers and how well our online platforms serve them
• Working alongside UX, designers, developers and quality assurance, to propose solutions which address problems and pain points found within research
• Recognising experimenting opportunities, scoping out requirements and understanding the technical specifications to create accurate A|B or multivariate test plans
• Acting as a lead consultant for specific markets; by making relevant recommendations to achieve conversion goals and improve user experience based on business priortites
• Regularly creating and sharing progress reports and managing the expectation of stakeholder across the business
• Effectively managing a number of mobile, desktop and multi-channel developments across digital touch points
User Experience, UX, Research, Usability, Optimization, Test, Analytics, Implementation, Surveys, Quality assurance, Usability & UX, Testing, Development, Web, Online
2017 - 2019
job
Digital Customer Experience Coordinator
Debenhams.
I worked closely with the Digital Operations Manager to support the on-going improvements with the end-to-end digital journey, by managing the daily operations of the ecommerce website across all channels. This involved product development, campaign support and user testing. The main priority was to ensure we were providing customers with the best experience, while safeguarding the delivery of onsite projects and making sure any issues were proactively resolved.
Key responsibilities
• Using agile methodologies to work with web developers, focusing on product development
• Being the voice and eyes of the customer by performing, user acceptance testing on all new releases
• Supporting the build of conversion optimisation strategies with Digital Product Managers
• Handling any onsite issues across digital channels and ensuring, they're quickly resolved to manage
customer expectation
• Recognising customer pain points and discovering resolutions to improve customer experience
• Using Adobe Analytics to proficiently monitor online performance and measure outputs
Key project
• I supported the release of the Progressive Web App built by Mobify, this platform helped to create a smooth and streamlined app-like shopping experience on the web across mobile. Due to the consistent success, which was shown through uplift in conversion and user engagement, the platform was also rolled out across Desktop and Tablet devices.
Key responsibilities
• Using agile methodologies to work with web developers, focusing on product development
• Being the voice and eyes of the customer by performing, user acceptance testing on all new releases
• Supporting the build of conversion optimisation strategies with Digital Product Managers
• Handling any onsite issues across digital channels and ensuring, they're quickly resolved to manage
customer expectation
• Recognising customer pain points and discovering resolutions to improve customer experience
• Using Adobe Analytics to proficiently monitor online performance and measure outputs
Key project
• I supported the release of the Progressive Web App built by Mobify, this platform helped to create a smooth and streamlined app-like shopping experience on the web across mobile. Due to the consistent success, which was shown through uplift in conversion and user engagement, the platform was also rolled out across Desktop and Tablet devices.
Support, Manager, Performing, Online, Campaign, Adobe analytics, App, Web, Coordinator, Development, Testing, Adobe, Ecommerce, Website, Analytics, Operations manager, Optimization, Agile methodologies, Agile, User testing, Customer experience, Operations, Product development
2015 - 2017
job
Ecommerce Customer Senior
MATCHESFASHION.COM.
Accountable for making sure all the communication and action taken within the team, supported the E-Shop initiative to improve, maintain and deliver exceptional customer service. While also supervising team members by helping with system training, email templates, escalated queries and complaints.
Key responsibilities
• Liaising with the CRM and Marketing team to ensure, new Omni-channel strategies were functioning effectively and producing measurable results
• Working alongside the Customer Experience Training Manager to create essential training materials, while ensuring they were adaptable to different learning styles
• Training members of the team to use CRM marketing tools such as Salesforce and Live Chat
• Creating bespoke email templates for members of the team, which represented the brands tone of voice
Key achievement
• Making recommendations to improve the departments structure, by identifying areas which could be improved to provide a better customer service output
Key responsibilities
• Liaising with the CRM and Marketing team to ensure, new Omni-channel strategies were functioning effectively and producing measurable results
• Working alongside the Customer Experience Training Manager to create essential training materials, while ensuring they were adaptable to different learning styles
• Training members of the team to use CRM marketing tools such as Salesforce and Live Chat
• Creating bespoke email templates for members of the team, which represented the brands tone of voice
Key achievement
• Making recommendations to improve the departments structure, by identifying areas which could be improved to provide a better customer service output
Marketing, Ecommerce, CRM, Training, Customer experience, Salesforce, Customer service, Service, Email templates, Manager
My education
2011
-
2014
Brunel University
Bachelors, Sociology and Media studies
Bachelors, Sociology and Media studies
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