Joanna Owen

• ▪ Lead end-to-end technology and operational transformation projects across customer support, supply chain, e-commerce and retail.

• ▪ Collaborated closely with Product Managers, technology, and other cross functional partners to identify operational challenges and ensure alignment on project scope, timelines and responsibilities.

• ▪ Developed detailed project plans and project charters.

• ▪ Lead change management activities including change impact assessments, training needs assessments, stakeholder enrollment and communications, and training reporting and logistics.

• ▪ Supported the development of programme success metrics, partnered with the data team to measure impact, and lead the communication of benefits and impact to relevant stakeholders.

• ▪ Monitored risks, timelines, resources and budget and provided options, impacts and recommendations to cross-functional stakeholders and decision makers to drive solutions where needed.

• ▪ Example projects:

◦ - End-to end transition to a new omni-channel CRM (M365 to Salesforce).

◦ - Implementation of a missing package claim review system cutting resolution time by 60% and saving over $400k per month through fewer unnecessary refunds and efficiency gains.

◦ - Transition to a new international order management system, resulting in a 90% employee satisfaction rating.

◦ - Implementation of AI across lululemon's omni-channel CRM

◦ - Rollout of a new customer membership program

Consultant for start-ups and small businesses focusing on customer facing transformation and project management. Example Projects:

• ▪ Vancouver: Process improvement, CRM technology evaluation and implementation

◦ - Led the implementation of a CRM platform from the evaluation of different CRM solutions to the implementation of the selected option, streamlining their customer engagement and support process.

◦ - Worked with cross functional stakeholders to establish business requirements and priorities for the platform.

◦ - Developed customer support processes, communication workflows and integrations with other platforms, reducing support time by 30%.

◦ - Provided comprehensive change management and training to support sustainment, including live sessions, training documents and videos.

• ▪ Council, Vancouver: Evaluation and implementation of a virtual

engagement platform for the Indigenous Technical Advisory Network

◦ - Lead workshops with FNFC to confirm goals, objectives, deliverables, and criteria for the desired platform.

◦ - Evaluated existing online platforms/tools based on this criteria

◦ - Implemented the selected platform and developed operational processes to streamline engagement and communication for the Network.

◦ - Provided in-person training to platform super-users and developed a comprehensive user guide and admin guide.

Second employee of a growing Customer Success Team and Project Manager for the Convert website product and internal projects.

• ▪ Lead Customer Success Manager for large-scale projects and VIP clients.

• ▪ Project Manager for the Convert website product including leading a team of 5 web developers, project managing multiple web development projects and leading the development of an agile project management framework.

• ▪ Lead the creation of new processes and procedures for the Customer Success Team to streamline operations and reduce time spent on each support ticket.

• ▪ Worked closely with the product and design team on refining the platform and developing new features and products based on user insights and feedback.