Shahram Fallahdoust - Senior Product Owner / Process Owner

Recommended expert

Vienna, Austria

Experience

May 2024 - May 2025

1 year 1 month

Dresden, Germany

Senior Product Owner / Process Owner

SachsenEnergie

Definition of services (user stories) for the CRM system and customer portal in sales to align with business objectives and customer needs
Application of SAFe (Scaled Agile Framework) methods to optimize CRM processes, promoting collaboration and efficiency within teams
Design and implementation of end-to-end customer-oriented processes for a seamless omni-channel experience
Conducting extensive research on customer behavior and translating insights into actionable CRM strategies
Collaboration with cross-functional teams (marketing, sales, IT) for integrated and coherent service delivery
Definition and documentation of detailed process flows and workflows for the implementation and maintenance of CRM services
Ensuring compliance with industry standards and regulations in CRM implementations
UX/UI design using Figma and Miro to create user interfaces and process flows

Oct 2023 - Apr 2024

7 months

Rheine, Germany

Senior Product Owner

True Illusions

Definition and prioritization of product requirements for multilingual online stores based on WordPress and Magento
Managing the implementation of WooCommerce and Magento CE features in line with business objectives
Leading migration projects from Magento 1 to Magento 2 with a focus on performance, scalability, and multilingual support
Coordinating the integration of payment systems, translation tools, and live chat solutions
Collaborating with development teams to customize templates, plugins, and extensions according to user and business requirements
UX/UI design with Adobe Photoshop to create user interfaces
Configuring secure, user-friendly checkout and shipping processes for different markets
Managing regular platform updates, maintenance, and security measures to ensure stable operations
Promoting UX and UI optimizations to enhance the customer experience
Conducting usability tests and acceptance tests

Sep 2022 - Sep 2023

1 year 1 month

Hallbergmoos, Germany

Senior Product Owner

Eva Solutions Group GmbH

Defining the product vision, goals, and roadmap for e-mobility and charging infrastructure integrations, including ticketing systems
Working with stakeholders to prioritize features and improvements based on business value and customer needs
Defining and documenting product requirements, use cases, and acceptance criteria
Maintaining and prioritizing the program backlog to align development activities with business priorities
Overseeing the integration of e-mobility software solutions with CPO platforms, MSP systems, and ticketing systems
Collaborating with internal and external stakeholders (CPOs, MSPs, e-mobility providers)
Defining processes for requesting new features and improvements
Creating and configuring the program backlog based on JIRA Discovery
UX/UI design with Figma and Miro to create user interfaces, process flows, and conduct usability tests
Testing APIs using Postman

Nov 2021 - Aug 2022

10 months

Weilerbach, Germany

Senior Product Owner

proALPHA Business Solutions GmbH

Implementation of an AWS cloud-based CRM system for web and native iOS & Android apps, including legacy ERP system integration
Creating the product roadmap, prioritizing delivery phases, and aligning goals with internal stakeholders
Writing user stories and accepting deliveries
Co-developing user experience with selected users (sales / selected customers)
Coordinating and collaborating with the SaaS® team, platform team, design system, UX, enterprise architecture, & test automation
UX/UI design with Figma and Miro to create user interfaces and process flows, and to conduct usability tests
Coordinating and collaborating with onsite and nearshore teams

May 2021 - Oct 2021

6 months

Essen, Germany

Product Owner / Business Analyst

E.ON Energie Deutschland GmbH

Product Owner of a customer self-care portal based on Powercloud, WORK DIGITAL Portal, JBOSS, SAP/Siebel
Feasibility analysis of the sales path and ordering processes for heating energy in Germany
Writing user stories and accepting deliveries
Conducting usability tests and acceptance tests
Testing APIs with Postman
Coordinating and collaborating with onsite and nearshore teams

Aug 2018 - Sep 2020

2 years 2 months

Essen, Germany

Product Owner

E.ON / innogy SE

Product Owner of an agile software development team
Developing and implementing digital B2C processes
Advising on digitization and automation of customer journeys
Advising on rollout and optimization of self-service and digital communication across multiple channels
Designing and co-creating solutions for complex, cross-system requirements
Migrating from CoreMedia CMS to SiteCore
Introducing Pivotal Cloud Foundry, API gateway, and identity & access management
Launching a new customer service channel
Implementing ePay and eDunning applications
Conducting usability and acceptance tests
UX/UI design using Adobe XD and Photoshop

Mar 2017 - Mar 2018

1 year 1 month

Frankfurt, Germany

Product Owner / Business Analyst

Deutsche Bank

Development and enhancement of a mobile banking app for iOS & Android with core features: financial overview, PFM, money transfer, investment, mobile payment, multi-banking aggregation, electronic safe, and inbox
Gathering and documenting requirements (BA responsible for epics)
Coordinating and communicating with internal and external stakeholders (Germany and Romania)
Preparing and aligning user stories with product owners
Supporting refinement and planning meetings
Conducting usability and acceptance tests
Testing interfaces (APIs) with Postman
Root cause analysis of faulty processes and recommending improvements

Jun 2015 - Dec 2016

1 year 7 months

Munich, Germany

Technical Product Manager

Telefónica O2

Multi-project management during the transition and merger of the largest German telecom company
Domains: commissioning, value-added/premium services, carrier billing/Direct2Bill, large account SMS, portal (Google Analytics, activity tracking, affiliate marketing), and white-label web/portal and apps for MVNOs/ethnic brands
Supporting the development of the business case for a unified customer database and product portfolio standardization
Revising, structuring, and simplifying business processes
Planning project deliverables, schedules, resources, costs, and budget
Coordinating and communicating with internal and external stakeholders, and managing escalations

Jan 2015 - Apr 2015

4 months

Vienna, Austria

Business Analyst

A1 Telekom Österreich AG

Business analysis from an end-to-end quality assurance perspective
Developing new QA strategies, defining tools, quality gates, KPIs, and reports for various projects
Defining methods and tools to identify dependencies across project deliverables
Defining scoring methods for quality and consistency checks of artifacts
Integrating QA methods into the software delivery process

Jan 2014 - Dec 2014

1 year

Magdeburg, Germany

IT Analyst

Toll Collect / T-Systems

Overhauling and modernizing the CRM system within set time frames
Supporting optimization of the upgrade process and customer data migration
Assisting in upgrade planning
Supporting change and incident management

Aug 2013 - Oct 2013

3 months

Vienna, Austria

Business Analyst

T-Mobile Austria

Introduction of a Mobile Virtual Network Enabler (MVNE) platform
Detailed analysis and design of future processes based on requirements
Support in preparing and evaluating RFQs
Support in supplier selection and independent negotiations

Apr 2012 - Jan 2013

10 months

Vienna, Austria

Project Manager

ÖBB IKT GmbH

Planning and operational management of a company-wide program for a new ticketing system, website and mobile apps
Consolidation of backend systems and simplification of the pricing model
Managing internal and external stakeholders to meet the program schedule
Handling political conflicts in the project environment
Preparation and execution of the IT software tender
Preparation and finalization of IT software contracts
Leading agile software development, testing and 3rd level support
Identifying and resolving vulnerabilities and errors

Sep 2011 - Jul 2013

1 year 11 months

Vienna, Austria

Project Manager / Lead Business Analyst

A1 Telekom Austria AG

Projects to improve customer satisfaction and sales service
Implementation of regulatory requirements for number portability
Introduction of hardware shipment functionality for the call center channel
Introduction of the geographic feasibility check for fixed-line and mobile products
Support for the sales and marketing units in business case formulation
Planning of project deliverables, schedules, resources, costs and budget
Coordination and communication of team members and stakeholders (300 employees), escalation management
Reviewing, restructuring and simplifying CRM and provisioning processes

Nov 2008 - Mar 2011

2 years 5 months

Vienna, Austria

Project Manager

Hutchison 3G Austria

Optimization and automation of call center processes
Process and organizational analysis of complex customer communications
Developing a transformation concept for call centers and communication channels
Implementing a multi-channel customer communication system with automation and archiving
Conducting performance analyses to increase productivity
Health checks and end-to-end monitoring of involved systems
Project planning, management, budgeting and resource planning
Coordinating integration and user acceptance tests
Training users and business units (go-live handover)
Automation of IVR, OCR, contract and document management

Jun 2008 - Sep 2008

4 months

Munich, Germany

Business Analyst

Telefónica O2 / Oracle

Introduction of a new CRM system for business customers
Support in evaluating CRM solutions and RFQ analysis
Detailed analysis and design of future processes based on requirements
Creation of ASRI (Application Specific Requirements & Interfaces)
Project planning and effort estimation
Support in supplier selection and negotiations

Sep 2006 - Feb 2008

1 year 6 months

Bristol, United Kingdom

Lead Business Analyst

Orange UK / France Télécom / Accenture

Implemented a new CRM solution (CRM, Billing, EAI) for customer service and sales
Defined business requirements and processes for call center, business sales, and campaign management
Designed the role model and analyzed security concepts and interface designs
Optimized processes for customer service
Led the team for order management, support/case management, and account portfolio
Planned and led JAD workshops with business and system specialists
Gathered requirements, business process design, and fit-gap analysis
High-level and detailed functional design, validation of the end-to-end solution

Jan 1999 - Aug 2006

7 years 8 months

Hamburg, Germany

PeopleSoft HR Trainer

AOL

Jan 1999 - Aug 2006

7 years 8 months

Cologne, Germany

IT Analyst / Developer

Axa Colonia

Jan 1999 - Aug 2006

7 years 8 months

Zürich, Switzerland

IT Analyst

Credit Suisse

Jan 1999 - Aug 2006

7 years 8 months

Stuttgart, Germany

Business Analyst

Debitel / T-Systems

Jan 1999 - Aug 2006

7 years 8 months

Cologne, Germany

IT Analyst / Developer

Ford Motor Company / Logica

Jan 1999 - Aug 2006

7 years 8 months

Bern, Switzerland

Business Analyst

Galenica Pharma Logistics

Jan 1999 - Aug 2006

7 years 8 months

Cologne, Germany

IT Analyst / Developer

ITS Travel

Jan 1999 - Aug 2006

7 years 8 months

Zürich, Switzerland

IT Analyst

KPMG

Jan 1999 - Aug 2006

7 years 8 months

Reading, United Kingdom

PeopleSoft CRM Trainer

Oracle

Jan 1999 - Aug 2006

7 years 8 months

Cologne, Germany

IT Analyst / Developer

Rheinboden Hypotheken Bank

Jan 1999 - Aug 2006

7 years 8 months

Elmshorn, Germany

PeopleSoft CRM Trainer

Talkline

Jan 1999 - Aug 2006

7 years 8 months

Munich, Germany

Business Analyst

Telefónica O2 / Capgemini

Jan 1999 - Aug 2006

7 years 8 months

Paris, France

Business Analyst

Valeo

Summary

Proven expertise gained from over 25 years in consulting and successfully delivering software projects.

Long-standing experience in managing complex, internationally oriented projects involving multicultural teams and various project methodologies (classic, agile, hybrid).

Specialized in the European Economic Area (EEA) with proven use of onsite, nearshore, and offshore resources for efficient project execution.

Strong competence in developing strategic solution approaches that are precisely aligned with defined business goals and implementation requirements.

Experience in realizing integrated end-to-end solutions that seamlessly integrate into existing IT landscapes and sustainably enhance their performance.