Jan Roz Derrick Carzo
Manager - Customer Experience Research And Test Lead
Las Piñas
Summary
Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Demonstrated Product, Experience & Brand Management, CX Research and Design, Digital Marketing, IT Solutions and Cloud services expertise, including competitive skills in strategy, risk and market positioning.
Innovative and goal-oriented professional committed to Bridging business and technical solutions management. A dedicated team player skilled at problem solving and talent enablement. Drives company growth through delivering innovative customer experiences and digital adoption maximizing my skills in both backend and frontend of the business.
Overview
11
11
years of professional experience
4
4
Certifications
3
3
Languages
Work History
CX Research and Test Lead
Globe Telecom Inc.
Taguig
08.2022 - Current
- Collaborated with product owners to stay current on intended customer journey and expectations.
- Collaborated with developers and product owners to stay current on product features and intended concept experiences.
- Collaborated with UI/UX Lead and Designers to design and create prototypes for user testing.
- Created accurate and successful research scripts to manage customer interviews and usability testing of certain experiences and features.
- Created research insights for strategic long-term and tactical short-term experience solutions.
Buy Experience Owner
Globe Telecom Inc.
Taguig
02.2022 - 08.2022
- Saved ₱199M manpower costing by implementing cost-saving initiatives that addressed long-standing problems.
- Used critical thinking to break down problems, evaluate solutions and make decisions to come up with priority DS/US to be developed by multiple scrum teams.
- Increased customer satisfaction by resolving issues, implementing process efficiencies and platform integrations.
- Participated in continuous improvement by generating suggestions, engaging in collaborative problem-solving activities to support teamwork during Agile ceremonies such as Sprint Retrospective and Process transformation as product owner.
Marketing Innovations Manager
Globe Telecom Inc.
Taguig
05.2021 - 01.2022
- Created project plans, managed vendor requirements, and communicated deadlines to complete projects on time.
- Developed and maintained courteous and effective working relationships with vendor developers, operations managers and product owners.
- Conducted research & conceptualization of new and innovative features & tech
- Generated proposed experience, alternative channels, and marketing comms for testing
- Created & collaborated with core marketing to conduct user channel growth campaigns
Marketing Solutions Experience Lead
Globe Telecom Inc.
Taguig
08.2019 - 12.2020
- Led automation, simplification & third-party integration projects and analyzed data to identify new opportunities for improvement of end-to-end customer (internal & external) experience improvement.
- Participated in continuous improvement by generating digital marketing suggestions, engaging in internal campaigns with other department groups and participating in problem-solving activities to support teamwork.
- Prepared variety of different marketing communications, reports and documents to justify success and help needed with external stakeholders to increase eMAU, Acquisition and Customer Retention for Globe At Home subscribers
Technology Product Owner
Globe Telecom Inc.
Taguig
05.2018 - 08.2019
- Loaned by Information Solution Group to the Commercial Business and Portfolio to lead together with other project managers and solutions architect in building a flagship App for Broadband users through practicing Scaled Agile Methodology
- Maintained energy and enthusiasm in fast-paced digital transformation environment.
- Learned Scaled Agile Methodology and applied to daily tasks to introduce new ways of working and improve efficiency and productivity of project delivery.
- Led multiple scrum teams as Product Owner for front-end mobile app development and RPA for back-end automation development
- Identified issues, analyzed information and provided technical solutions to problems as Solutions Designer coaching and leading solutions analysts while at the same time maintaining the role of product owner for the Agile Release TRAIN
Solutions Designer
Globe Telecom Inc.
Taguig
05.2016 - 05.2018
- Absorbed by client and promoted to Solutions Designer being recognized for technical problem solving, improved overall process operations and provided exceptional service to the department
- Developed and implemented performance improvement tactics and plans to promote continuous improvement and adoption to cloud services solutions.
- Collaborated with external groups such as Information Security, IT Infrastructure, business development managers, project managers and partner vendor website and app developers to lead and deliver multiple successful projects that led to Globe becoming market leader in Telecommunications.
- Used coordination and planning skills to achieve results according and earlier than target schedule for commercial releases.
Systems Analyst
Globe Telecom Inc.
Taguig
11.2014 - 05.2016
- Worked as contractual employee for Globe and conducted system analysis and implementation to maintain and improve customer web channels.
- Performed system analysis, documentation, testing, implementation and user support for platform transitions and new customer websites to manage mobile and broadband experience.
- Helped and assisted Lead Solutions Designer to plan and generate solution systems using information engineering, structured analysis and development skills
- Provided technical support on systems development, operation and troubleshooting post commercial release
Senior Software Engineer
Accenture Inc.
Mandaluyong
08.2013 - 09.2014
- Promoted to SSE and worked with project managers, developers, quality assurance and operations support to resolve technical issues.
- Trained and mentored junior developers and engineers, teaching skills in Application Management of Retail Space Planning, Merchandise Planning and Oracle Retail Predictive Application Server platforms. Developed control and risk management processes to ensure stability and efficient working structure to improve overall team performance for client.
- Core member of enterprise disaster recovery and business continuity management. Assigned as Project Asset Custodian overseeing and management of supplies in the project. Project coordinator on team metrics and creation of KPIs
- Demonstrated experience and good hands-on programming UNIX, Oracle SQL Database, JAVA, and C++
Software Engineer
Accenture Inc.
Mandaluyong
09.2012 - 08.2013
- Promoted to SE and worked with senior software engineers and support managers to design and develop efficiency solutions to meet client requirements for stable functionality, scalability and performance.
- Developed reusable tools and processes to lessen or eliminate operational burdens for teammates, expediting initial development and software patch iterations.
- Mentored and collaborated with junior developers and testers to successfully patch software and installed new versions to eliminate security problems and protect data.
- Took ownership of about 500 service level agreement user accounts, safeguarding contractual compliance and maintaining uninterrupted retail operations services.
Associated Software Engineer
Accenture Inc.
Mandaluyong
06.2011 - 08.2012
- Created plans and communicated deadlines to complete projects on time.
- Developed reusable tools in UNIX Platform for general use in future code programming
- Developed automated reports for business clients greatly reducing time and efforts of manual work.
- Contributed programming skills in both Application Management Support and Development Work.
- Assumed the role of Office Floor Marshall in Disaster Recovery and Business Continuity Management for the Project
Education
Bachelor of Science - Business Admin. Major in Computer Applications
De La Salle - College of Saint Benilde
Manila, Philippines 02.2011 - 02.2011
Skills
Data research and analysis
Strategic planning
Cloud services
Agile frameworks
Software Analysis
Product Management
Budget management
Strategic management processes
Database Management
Robotic Process Automation
Figma UI Design
Certification
Scaled Agile Framework - Certified Product Owner
Timeline
CX Research and Test Lead
Globe Telecom Inc.
08.2022 - Current
Buy Experience Owner
Globe Telecom Inc.
02.2022 - 08.2022
Six Sigma - Yellow Belt
10-2021
Design for Sustainability
09-2021
Enhancing Team Innovation
08-2021
Marketing Innovations Manager
Globe Telecom Inc.
05.2021 - 01.2022
Marketing Solutions Experience Lead
Globe Telecom Inc.
08.2019 - 12.2020
Scaled Agile Framework - Certified Product Owner
02-2019
Technology Product Owner
Globe Telecom Inc.
05.2018 - 08.2019
Solutions Designer
Globe Telecom Inc.
05.2016 - 05.2018
Systems Analyst
Globe Telecom Inc.
11.2014 - 05.2016
Senior Software Engineer
Accenture Inc.
08.2013 - 09.2014
Software Engineer
Accenture Inc.
09.2012 - 08.2013
Associated Software Engineer
Accenture Inc.
06.2011 - 08.2012
Bachelor of Science - Business Admin. Major in Computer Applications
De La Salle - College of Saint Benilde
02.2011 - 02.2011