Canada

Customer Experience (CX)

Generalist Product Management

Growth Product Management

Growth Hacking

UX Research

Data Analysis

Business Transformation

INSEAD Online Programmes

Chiwueze Ihebuzor

Service Designer | CX Transformation | Human-Centered Design | UX Research & Strategy

Relationship management

Product strategy

Communication

Collaboration

Problem-solving

Critical-thinking

Empathy

Presentation skills

Leadership

Conversion optimisation

User research

Salesforce

ChatGPT

Google Data Studio

Miro

Google Analytics

PowerBI

Mural

Introduce yourself, define mentoring expectations and goals. Learn and grow together.

General mentorship

Understanding factors that lead to a motivated team - recognition, communication and more.

Keeping team members motivated

Understand the process of training, motivating and directing your team members.

Managing people

How to create a positive workplace culture that drives collaboration and productivity?

Fostering a good team culture

Steps to building and maintaining a strong, cohesive and effective team.

Building an effective team

Tips for transitioning into a new role or company.

Changing roles

How to successfully prepare and position yourself for a job promotion?

How to get promoted

How to ask for a promotion and negotiate for salary raise?

Negotiating a job offer

Get actionable feedback on your resume or portfolio.

Resume and portfolio review

Practice HR, technical and behavioural interviews with mentors.

Practice mock interviews

How to set up the team for success by defining and measuring team's performance.

Choosing metrics and team goals

How to define and execute a successful launch and managing stakeholders expectations. (eg. MVP)

Launching new products or features

Manage team expectations and get the most out of your meetings.

Running effective meetings

Identify and define potential product problems and generating possible solutions.

Identifying problems vs solutions

Navigating the working relationship with PM's and engineers as a designer.

Working with product and engineering

What is a successful user onboarding flow and how to achieve it?

Onboarding new users

I partnered with clients to anticipate disruption, harness emerging technologies, and drive digital transformation. By integrating automation, machine learning, IoT, and data analytics, I helped businesses enhance growth, operational efficiency, and innovation.

Key Achievements:

	Drove $600M Profit Growth – Designed and facilitated strategic workshops, shaping a transformational strategy ("where to play" & "how to win") for a leading retail bank, resulting in a $600M PBT increase and a 30% reduction in the cost-to-income ratio.
	Led High-Impact Strategy Engagements – Managed teams of 3–7, assessing emerging technologies for 7+ clients with a $34B combined portfolio.
	Accelerated Insurance Onboarding & Claims – Led a disruption workshop for an insurance C-suite, identifying opportunities to improve onboarding speed by 80% and claims efficiency by 66%.
	Designed Innovation & Entrepreneurship Strategy – Developed a corporate plan, TVET strategy, and innovation framework for a state Ministry of Innovation, targeting a 20% reduction in unemployment through entrepreneurship initiatives.
	Drove Industry-Wide Innovation – Led co-creation strategy sessions across Financial Services, Telecoms, Media & Tech, helping internal business units define new market strategies.
	Upskilled PwC Teams in Game Thinking & Design Thinking – Trained 30+ PwC Experience Centre members, strengthening user research & prototyping capabilities.
	Enhanced Thought Leadership – Developed thought leadership content and hosted PwC podcast episodes, increasing industry visibility and brand positioning.

Key responsibilities

	West Market Area BXT Champion – Led cross-functional collaboration across Business, Experience, and Technology (BXT) to drive innovation.
	Strategy Facilitation – Designed and facilitated internal and external strategy sessions, helping clients align on transformation roadmaps.
	Digital Transformation & Prototyping – Supported large-scale transformation projects by creating prototypes, mock-ups, and simulations, working with leading organizations in Telecoms, Banking, and Insurance.
	Mentorship & Capability Building – Helped develop disruption team members' digital and technical acumen, fostering expertise in emerging technologies and innovation frameworks.
	PwC Experience Centre Visibility & Business Development – Drove awareness and market positioning through thought leadership, workshops, and strategic engagements.
	Technology & Market Disruption Advisory – Enabled clients to identify and navigate disruptive technologies and trends, ensuring business model resilience and competitive advantage.
	Future-Proofing Organizations – Assisted clients in prioritizing disruptions and implementing actionable responses to maintain long-term relevance and resilience

I was responsible for the delivery of innovative digital solutions for SME clients, driving customer acquisition, transaction growth, and revenue expansion for the Business Banking Group. My role focused on leveraging digital platforms to enhance liability products, risk asset generation, and transaction-based revenue streams.

Key Achievements:
	Launched the First Bank-Agnostic SME Platform – Designed and delivered an industry-first digital platform providing SMEs with access to markets, online resources, training content, and operational tools to scale their businesses.
	Achieved 10K+ Registered Users – Grew the platform’s user base to 10,000+ SMEs with zero marketing budget, demonstrating strong product-market fit and organic adoption.
	Empowered 3K+ SMEs – Provided business training and digital enablement to over 3,000 SMEs, equipping them with the skills and tools to optimize operations and drive growth.
	Established Strategic Partnerships – Partnered with startups, tech companies and academia to deliver webinars and upskilling opportunities virtually for SME owners

I led the development, growth, and adoption of digital financial solutions, driving customer acquisition, retention, and inflows across digital channels. My role spanned product development, strategic partnerships, and innovation leadership, ensuring the seamless execution of high-impact digital initiatives.

Key Achievements:

	Launched & Scaled Retail Mobile App – Led the development, operations, and growth of the firm’s first retail mobile app, generating NGN 350M in inflows and NGN 150M in Funds Under Management (FUM).
	Transformed the Mobile App into a Standalone FinTech – Successfully decoupled the app from ARM Group’s IT infrastructure, positioning it as an independent FinTech solution.
	Drove AI & Automation in Wealth Management – Provided strategic oversight for the development and implementation of a Robo Advisor, enhancing digital wealth management capabilities.
	Built Strategic Digital Partnerships – Established key alliances with FinTechs and payment companies (e.g., IFIS, PiggyVest, Trove) to drive financial inclusion, customer acquisition, and inflows.
	Launched ARM’s First FinTech Accelerator – Collaborated with the Managing Director to develop ‘Labs by ARM v1’, the first FinTech accelerator program for the group, fostering innovation and external partnerships.

I led the strategic growth of Wakanow’s Loyalty Program, driving customer acquisition, retention, and engagement through technology-driven reward offerings. My role focused on scaling loyalty initiatives, optimizing communication strategies, and leveraging data insights to enhance customer loyalty and increase sales.

Key Responsibilities & Achievements:

	Built & Scaled Loyalty Program – Designed and implemented a customer loyalty strategy that increased customer retention and repeat bookings through compelling rewards and personalized offers.
	Data-Driven Customer Engagement – Partnered with marketing analysts to measure return on investment (ROI), customer segmentation, and program profitability, ensuring data-backed optimizations.
	Optimized Customer Communications – Developed and executed a communications strategy to enhance customer awareness and comprehension of the loyalty program, increasing customer participation and engagement.
	 Drove Revenue Growth via Loyalty Initiatives – Integrated targeted promotions, member benefits, and automated fulfillment processes, contributing to increased customer lifetime value and repeat sales.
	Cross-Functional Collaboration – Worked with product, analytics, technology, and marketing teams to streamline and automate enrollment, benefits fulfillment, and program reporting.
	Vendor & Partner Management – Established and managed relationships with vendors, partner merchants, and internal stakeholders, ensuring seamless delivery of effective promotional campaigns aligned with Wakanow’s brand strategy.
	Budget & Performance Optimization – Managed program budgets, ensuring profitability and efficiency in loyalty program execution, campaign rollouts, and fulfillment processes.

I leveraged data analytics, customer segmentation, and marketing performance tracking to drive business growth, campaign effectiveness, and operational improvements. My role focused on transforming transactional data into actionable insights, optimizing marketing ROI, and enhancing customer experience through data-driven decision-making.

Key Responsibilities & Achievements:

	Customer Segmentation & Loyalty Clustering – Analyzed transactional data to develop customer loyalty clusters, enabling targeted marketing and retention strategies.
	Marketing ROI Analysis – Evaluated campaign effectiveness and sales activities, providing data-driven insights to optimize spending and profitability.
	Data-Driven Business Forecasting – Created budget models and revenue forecasts to support strategic decision-making and business growth.
	Marketing & Financial Impact Analysis – Assessed cause-effect relationships between marketing actions and financial outcomes, improving profitability through targeted optimizations.
	Customer Behavior & Product Development Integration – Identified customer behavior patterns and collaborated with product teams to align offerings with customer needs.
	Process Flow Optimization – Mapped business processes, identifying areas for operational improvement to enhance efficiency and effectiveness.
	Website & Offline Channel Performance Monitoring – Provided weekly performance reports, leveraging Google Analytics to track site performance, traffic trends, and conversion metrics.
	Customer-Centered Research & Insights – Designed customer surveys to gather feedback, refine experiences, and drive continuous improvement.
	Project Lead for Data Analytics Initiatives – Led data-driven projects, integrating analytics into business strategy to improve decision-making and performance.

I utilized data-driven insights, market research, and competitive analysis to optimize marketing strategies, improve ROI, and enhance customer engagement. My role focused on measuring campaign effectiveness, identifying growth opportunities, and integrating research insights into business strategy.

Key Responsibilities & Achievements:

	Marketing ROI Analysis – Evaluated the performance of marketing campaigns and sales activities, providing actionable insights to maximize profitability.
	Marketing Metrics & Performance Optimization – Analyzed key cause-effect relationships between marketing actions and financial outcomes, driving data-backed decision-making.
	Marketing Dashboard Development – Designed and implemented a visual dashboard to track KPIs, campaign performance, and customer engagement metrics.
	Market Research & Competitive Analysis – Conducted in-depth research to analyze competitor strategies, brand perception, market penetration, and customer needs.
	Customer Insights & Feedback Loops – Developed focus groups and customer surveys, compiling insights to improve customer satisfaction and brand positioning.
	Market Segmentation & Positioning – Led segmentation, targeting, and positioning exercises to refine audience engagement strategies.
	CRM Integration & Lead Generation – Integrated marketing research data into the CRM system, identifying new leads and opportunities for business growth.
	Competitor Monitoring & Trend Analysis – Tracked advertising, PR, and website messaging trends, ensuring a competitive market presence.
	Strategic Marketing Support – Assisted the Strategic Marketing Manager and VP, Marketing, contributing to the development of high-impact marketing strategies.

I successfully managed the delivery of IT and digital transformation projects across various government and private sector organizations, ensuring on-time execution, cost efficiency, and high-quality outcomes. Additionally, I led product management and client engagement for a bulk SMS platform, driving user adoption and operational excellence.

Key Projects Managed:
	Nigerian Airspace Management Authority (NAMA) – Hotspot Integration Project
	National Oil Spill Detection & Response Agency (NOSDRA) – Website Development
	Nigerian Reinsurance – Website Development
	Lagos State University Teaching Hospital (LASUTH) – Website Development
	Office of the Secretary to the Government of the Federation (OSGF) – Website Development

Project Management Responsibilities:
	Led requirement gathering, stakeholder engagement, and change management to ensure seamless execution.
	Developed project plans and schedules, coordinating cross-functional teams for on-time delivery.
	Managed quality assurance, risk assessment, and communication strategies to meet project goals.
	Created Project Initiation Documents (PIDs) to define scope, objectives, and deliverables.

Product Management: Smsthingy Bulk SMS Platform
	Managed client accounts, including account creation, crediting, and issue resolution.
	Handled customer service inquiries, relaying complex technical issues to IT teams.
	Monitored and reported KPIs, ensuring stakeholders were informed on platform performance.
	Communicated pricing policy changes and platform updates to users.

Additional Responsibilities:
	Webmaster – Managed and updated content for Softcom Imagio-developed websites.
	Client Training & Knowledge Transfer – Trained OSGF and Cadbury personnel on using IT tools and digital platforms.

Completed an SAP Business Intelligence (BI) training program, gaining hands-on experience in data modeling, ETL processes, reporting, and system performance optimization. Developed practical skills in SAP BI tools, enhancing my ability to manage and analyze business data effectively.

Key Learning Areas & Hands-On Experience:

Data Modeling & ETL Processes
	Designed InfoObjects, InfoCubes, DSO, PSA, MultiProviders, and InfoSets to structure and store business data.
	Created Data Transfer Processes (DTPs) to efficiently extract, transform, and load (ETL) data from multiple sources.
	Gained experience in Business Content activation and process chain management for automated data workflows.

 Reporting & Query Design
	Developed custom reports using BEx Analyzer, Query Designer, and Web Application Designer.
	Created advanced queries with Conditions, Exceptions, Variables, Restricted & Calculated Key Figures.
	Learned query performance optimization techniques to enhance system efficiency.

SAP Data Extraction & Integration
	Hands-on experience in Generic Extraction and Custom LO Cockpit Extraction for SAP data retrieval.
	Explored methods for integrating SAP components into BI systems for effective reporting.
Performance Tuning & Optimization
	Applied techniques such as compression, aggregates, rollups, and partitioning to improve data load and query performance.
	Used SQL Trace and performance monitoring tools to enhance system functionality.
	Designed Process Chains (RSPC), Authorizations, and Event Triggers for workflow automation.

Conducted a comprehensive ERP feasibility study, evaluating the company's Management Information System (MIS) and recommending improvements based on data-driven insights. Designed and developed a Training Management System (TMS) to enhance traceability, cost analysis, and reporting.

Key Responsibilities & Achievements:

	ERP Feasibility Study & System Evaluation – Assessed the company's MIS capabilities, identifying gaps and inefficiencies through a structured review and stakeholder questionnaires.
	Strategic Report Development – Compiled findings into a detailed specification report, outlining system requirements and guiding the vendor selection process for a new ERP solution.
	Training Management System (TMS) Design – Developed a customized database solution to track training activities, enhance traceability, and enable cost analysis.
	Stakeholder Consultation & Feedback Integration – Engaged with company management to refine database design, ensuring alignment with business needs.

Chiwueze Ihebuzor🇨🇦

About Chiwueze Ihebuzor

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