Hamza R.

**Mission Context**: As part of the complementary social protection (PSC) reform, MGEN launched a major digital transformation of its IT system and member services to adapt to new challenges. Contribution as Product Owner to the development of the new personal space to modernize the user experience and support this strategic evolution.

• Scoping and maturation of user journeys for a new personal space (reimbursements, quote analysis, document management…)

• Co-construction with UX/UI and technical teams (BA, architects, tech lead, SSI) to define user-centric journeys and viable technical solutions.

• Management and prioritization of the product backlog according to business and user value.

• Writing detailed user stories with business rules, acceptance criteria, and test scenarios; participation in functional testing to validate the quality of deliverables.

• Facilitation of agile and SAFe rituals (daily, refinement, sprint planning, retrospective, PI planning, system demo), monitoring development progress while ensuring fluid communication with the technical team.

• Implementation of continuous improvement actions based on analytics KPIs, ContentSquare analyses, and user feedback to optimize adoption and satisfaction.

**Result**:

• Reduction in average completion time (reimbursement / quote analysis) by 13 seconds — from 62 seconds to 49 seconds (≈ −21 %)

• Decrease in calls to support agents related to the journeys thanks to a more intuitive process

• Positive user feedback on the new features compared to the old product

**Mission Context**: Business teams aimed to introduce a new product range integrating dynamic pricing into the sales process for entrance tickets and add-ons. I led the complete redesign of this process to adapt customer communication and support, ensure integration with the pricing calculation engine, and modernize the online purchasing experience.

• Definition of product needs and communication of functional requirements to UX/UI teams; review and validation of mockups and journeys with business, UX, development team, and Content Design.

• Breakdown of features into user stories (context, business rules, acceptance criteria) and management/prioritization of the backlog in coordination with business and the agile team.

• Definition of functional requirements for APIs and product-technical alignment with Solutioning & Architecture to ensure integration into the existing ecosystem.

• Facilitation of agile rituals (daily, refinement, sprint planning, demos, retrospectives) to ensure regular and quality delivery.

• Establishment of cross-functional collaboration between product, technical, and design, facilitating coherence and efficiency in development.

• Regular communication of progress, risk monitoring, and reporting to management.

• Successful integration of dynamic pricing into the ticket and add-on sales process

• Modernization of the online purchasing experience, with smoother navigation adapted to new products

• Rapid adoption and positive customer feedback, confirming the simplicity and clarity of the new process

**Mission Context**: Supporting the "SNCF CONNECT & TECH" entity in their ongoing development of WIFI portals in Agile SCRUM mode, allowing users to access free WIFI on trains and benefit from various services.

• Gathering and analyzing user and stakeholder needs for continuous improvement of onboard WIFI portals.

• Prioritizing the product backlog to maximize value delivered to users.

• Developing and updating the product roadmap, regular communication to stakeholders to ensure a clear project vision.

• Writing clear and precise user stories, with acceptance criteria adapted to business objectives and user experience.

• Preparing and facilitating agile ceremonies, ensuring good momentum and progress tracking (daily stand-ups, retrospectives).

• Defining a user behavior tracking strategy to optimize engagement and performance of onboard services.

• Proactive identification of project risks and implementation of levers to limit or eliminate potential impacts on development.

• Cross-functional collaboration with Development, Security, Marketing, and UX/UI teams to ensure a smooth and coherent experience.

• Implementation of consolidated reporting for all product activities, enabling agile management and informed decision-making.

• Redesign of the onboard Wifi portal, offering a smoother experience for travelers

• Implementation of a continuity solution, allowing uninterrupted playback of media (films, podcasts…) even in case of connection loss