United Kingdom

UX Design

Customer Experience (CX)

Technical Product Management

Growth Product Management

UX Testing

Nanodegree

Bachelor's Degree

Joash Johnson

Product Manager

AI/ML

Axure

ChatGPT

Figma

Product School is a global leader in Product Management training with a community of over one million product professionals. As a featured speaker, I help inspire the next generation of Product Managers to create innovative products and apply best practices in their work.

Facilitated the successful launch of Amazon Clinic in 23 states across the US, providing vital support during the expansion process. Collaborated with executive management to develop and execute think-big ideas and projects, leading to a transformative revolution in Amazon Clinic's offerings. Provided support during the market introduction of a new product, specifically pertaining to the Clinical Intake Questionnaire Tool (CIQ), and managed potential modifications.
•	Served as owner of the CIQ to increase substantial growth and enhanced customer satisfaction.
•	Launched cutting-edge telemedicine marketplace, providing a groundbreaking platform for healthcare services.
•	Introduced the innovative condition request feature, which garnered 300+ requests within the first 24 hours of launch.
•	Implemented interstitial page, resulting in 700 bps increase in CIQ conversion, optimizing the customer experience.
•	Conceptualized and implemented a state-of-the-art clinical, provider, and customer-based recommendation engine, significantly enhancing user satisfaction and engagement.
•	Developed and deployed an AI-driven Sentiment Analysis and categorization model, streamlining customer interactions and support, thus optimizing the overall customer experience.

Analysed diverse customer needs, including lab professionals, supply chain teams, clinicians, and patients, to devise tailored solutions. Collaborate with various stakeholders to collect relevant data and conduct in-depth examinations of customer experiences. Leveraged valuable information to develop and implement research-backed solutions that enhance product performance and address customer pain points across the board. Utilised various tools and systems to define scope, and create data-driven technology products that cater to lab diagnostics, bioinformatics, and supply chain functions. Collaborated with cross-functional teams, including engineering, business intelligence, and product managers, to implement optimal solutions
•	Received prestigious "Earns Trust Award" during Q4 All Hands event for the successful launch of arrivals testing.
•	Achieved the distinction of being the best-selling product within the Diagnostic Category during the months of December to January.
•	Defined criteria, requirements, and specifications to align with business objectives, leading to significant supply chain improvements from concept to release.
•	Contributed to increase revenue milestone of £1.5MM within a three-month period for the debut product.
•	Spearheaded the management and successful launch of Amazon's pioneering diagnostics business.
•	Surpassed revenue targets by selling over 30K diagnostic kits to customers throughout the UK.
•	Planned and executed launch of direct-to-consumer (DTC) business, specifically Arrivals Testing, with remarkable success.
•	Leveraged technical expertise to create, and introduce highly rated 4* customer products on Amazon, attesting to profound understanding of market needs and consumer preferences.

Carried out research to track and implement new customer experience initiatives across EU Consumables, prioritizing a customer-centric approach. Delivered constructive input to prepare the first usability research to gain deeper insights into customer behaviour and pain points during consumables shopping. Collaborated with EU hardlines and soft lines teams to create inclusive customer experience research and features tailored specifically for EU Consumables.
•	Increased EU conversion rate by 1.50% through the implementation of 360 view.
•	Launched 360 Product View across EU Consumables in close collaboration with the US, resulting in estimated annualized return of $4MM.

• Created a bespoke video exercise room to promote social connections and improve mental health during COVID-19.
• Onboarded 8 Personal Trainers who created exclusive content such as home workouts and yoga routines for Zoop.
• Achieved 43% returning visitor rate across 4 countries and increased the number of newsletter subscribers by 270% in 2 months.

An online telemedicine platform with a COVID-19 symptom checker supervised by doctors in India.

• Launched as a non-profit venture in India to help people check whether they had COVID-19 symptoms with a doctor, safely from their homes.
• Went from idea to launch with 40 active users (15 doctors & 25 patients) in less than 2 months.
• Translated our COVID-19 self-assessment into 8 vernacular Indian languages (Hindi, Bengali, Marathi, Kannada, Malayalam, Odia, Telugu, Urdu) in addition to English by harnessing the power of our community.
• Closed the project after failing to meet business goals for a commercial SaaS product created alongside the non-profit product.
• Received an acquisition offer for our Remote Clinic Management software from a hospital in the UAE after TeleDoc’s closure.
• Submitted comments on the Government of India’s National Digital Health Blueprint upon the request of the National Secretary of the Indian Medical Association’s Hospital Board of India to roll out Universal Health Care to 1.35 billion Indian citizens by 2025.

Executed elastic search to 10+ brands across northern region platform and improved performance by
50%.

Improved Search customer experience scores from 70 to 74 by delivering exceptional customer services.

Delivered several features to the website; improved the Search KPI from 65% to 70% within a few
months.

Launched the Hotel Only MVP in the first three months of joining the business; generated $4M+ in
revenue and reduced the risk of committed stock within the business.

Focused on accomplishing the goal of creating a ‘Digital University’ by executing the product roadmap
against business requirements and maintaining vision throughout the product lifecycle.

Led all aspects associated the new product launch across the O2 network, seeing sign ups and usage of over 70% of the employee base, collaborating with the Product Marketing Manager to promote the tool internally.

Executed product roadmap against business requirements while maintaining the business vision across the product lifecycle management.

Co-ordinated with the wider team to develop product documentation such as user guides.

Introduced an internal digital learning solution for the O2 business, covering a user base of 10,000 and
delivering against the mission of encouraging employee learning.

Striving to deliver innovative solutions to nationwide customers across AXA insurance. 
Applied my expertise and industry knowledge to drive innovative products within AXA, with a strong understanding of AXA’s wider mission, business objectives and customer objectives. 
Developed and presented business proposals for such innovation within the topic of customer experience, consequently working on the development of digital projects such as Chat Bots, AI solutions and customer personalisation experiences within AXA’s digital platforms. 
Educated the wider team on upcoming technologies in the industry and beyond. 
Informed wider digital strategy, utilising my knowledge of the latest technology and industry movement. 

Technologies used: Jira, Confluence

Designed innovative solutions to e-learning for an employee base of 7,500 through development of digital learning within the internal O2 team.

Steered diverse range of projects from inception to completion within time and budget constraints.

Directing various teams across learning content, inlcduing prototyping and implementing an online ‘Content Designer’ for the mobile app, and a ‘Blue Sky Thinking Project’ for future learning.

Oversaw a transition from one learning tool to a new management system, saving the company 60% (£50k) in costs from the previous tool, delivering in less than three months.

•I gained a wide range of experience in Project management, Web Development, Testing (Unit Testing and User Acceptance Testing), Requirements Gathering and Analysis, Change Management and Crisis Management.
•Day to Day I was required to oversee the changes that were being made to the website, and manage user expectations 
•Worked with relevant suppliers and multiple teams to make changes and complete assigned tasks
•Won My Capital Hero Award and 5 other awards during my 1 year term
•Successfully managed and ran the Digital Natives Event for over 300 GE employees across 4 sites
•Worked on a number of digital marketing campaigns and provided input in other digital marketing strategies. 
•Worked with a number of tools such as Adobe Marketing Cloud, Informatica, Wordpress and Axure
•Successfully managed and released over 30 Changes for GE Capital Direct.
•Produced and edited a number of videos for a range of entities including Women’s Network, GE Capital UK and CWn

Directing my first business in web design, servicing over 20 clients.

•	Identified and implemented appropriate web design software and negotiating cost-effective prices.
•	Recruited for and managed various freelance and permanent employees across the business.
•	Managed client relationships, gathering detailed requirements, confirming contracts and maintaining open communication channels across projects.
•	Drove an ethos of creative thinking throughout the business, with no idea being too big or small.
•	Effectively marketed the business, winning client contracts worth up to £10k throughout the years.

Technologies used: Wix, Wordpress, Redbooth, HTML, CSS, PHP, Github

Joash Johnson🇬🇧

About Joash Johnson

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