ADEJOKE CATHERINE IDOWU

Product Manager

LinkedIn | Email | Phone

[email protected]

+234 8067099389

Lagos, NG

About

Data-driven Product Manager with experience in digital product development across multiple African markets. Skilled in leveraging data analysis to inform decision-making processes and enhance product performance. Customer experience enthusiast, with a passion for leveraging technology to enhance user satisfaction and drive business growth.

Work Experience

Product Manager (USSD & SMS Banking)

United Bank for Africa

Jan 2023 - May 2024

Lagos, Lagos State, NG

Led digital banking product development, strategy, and market expansion for USSD and SMS channels across 19 African countries, significantly increasing market share and profitability.

  • Drove significant market share growth for UBA's USSD products from 5% (5th place) to 20% (2nd place) in the industry by end of 2023, demonstrating effective strategic planning and execution across 19 African countries.
  • Spearheaded cost-saving initiatives that boosted USSD and SMS banking profitability by 52% and 137% respectively in UBA Nigeria and its subsidiaries.
  • Optimized the *919# user flow in collaboration with UI/UX teams, successfully reducing transaction drop-offs by 20%.
  • Led end-to-end product vision, strategy, and roadmap development, utilizing agile methodologies and data analytics to deliver high-quality solutions and enhance UBA's Magic Banking features.
  • Managed key stakeholder relationships and communicated product updates to executive leadership, ensuring alignment and support for product initiatives across the entire lifecycle.

Team Lead, Zenith Direct

Zenith Bank Plc

May 2020 - Dec 2022

Lagos, Lagos State, NG

Supervised and coordinated a 20+ member customer service team, leveraging data analysis and training to improve service delivery and contribute to digital product enhancement.

  • Managed and coordinated a team of 20+ customer service executives, ensuring effective banking support across multiple communication channels.
  • Analyzed customer insights and service metrics to provide data-backed recommendations, directly contributing to product improvement for e-channels like ZIVA WhatsApp chatbot and Zenith Mobile App.
  • Trained teams on CRM tools and developed performance plans, enhancing response time and overall operational efficiency.
  • Prepared comprehensive daily, weekly, and monthly reports on customer complaints, system performance, and team productivity for management review.

Customer Service Executive

Zenith Bank Plc

Apr 2017 - Apr 2020

Lagos, Lagos State, NG

Provided multi-channel banking support, consistently achieving high customer satisfaction and driving significant revenue through targeted campaigns.

  • Delivered efficient multi-channel banking support to customers, consistently achieving a 95% customer satisfaction rating.
  • Spearheaded an outbound dormant account reactivation campaign, generating N1.9 billion in DDA in 2018.
  • Utilized CRM systems for efficient complaint tracking and documentation, while actively cross-selling bank products to meet customer needs.
  • Recognized for exceptional customer service and leadership attributes, earning a supervisory role promotion within 2 years of employment.

Education

Economics

University of Lagos

Jan 2018 - Dec 2019

Lagos, Lagos State, NG

Economics

Ekiti State University

Jan 2008 - Dec 2013

Ado-Ekiti, Ekiti State, NG

Certificates

Data Analytics Fellowship

Quantum Analytics

Dec 2022

Data Analytics Virtual Experience

EntryLevel.net

Dec 2021

Operational Risk, Sustainability, Environmental & Social Risk Management Training

Control Edge Consulting Limited

Dec 2019

The Effective Communication, Business Writing and Presentation Course

Greenfield Consult

Dec 2018

Customized Contact Centre and Quality Assurance Skills Training

Uconnect

Dec 2018

Entrepreneurship Development Training

CBN Entrepreneurship Development Centre

Dec 2016

Skills

Product Management

  • Product Strategy
  • Roadmap Development
  • Product Development
  • Agile Methodologies
  • Product Lifecycle Management
  • Market Analysis
  • User Needs Analysis
  • Feature Enhancements

Data & Analytics

  • Data Analytics
  • Data Visualization
  • SQL
  • Power BI
  • Tableau
  • Customer Insights
  • Business Intelligence
  • Market Research
  • Performance Measurement

Operations & Efficiency

  • Process Automation
  • Operational Efficiency
  • Stakeholder Management
  • Vendor Management
  • UI/UX Optimization
  • CRM Tools
  • Project Management
  • Problem-Solving

Leadership & Communication

  • Team Leadership
  • Cross-functional Collaboration
  • Stakeholder Communication
  • Executive Reporting
  • Product Training
  • Client Management

Digital Banking Products

  • USSD Product Development
  • SMS Product Development
  • Mobile Banking
  • E-channels
  • ZIVA WhatsApp Chatbot
  • Magic Banking (*919#)