Yemisi Faleye

In 2010, the government introduced a SIM registration policy requiring mobile telecom operators to capture biometric data from subscribers.

To ensure network compliance, we formed a cross-functional team of 500+, including Product/Service, Sales, and IT departments. Leveraging research insights, we developed a system to store locational, biometric, and demographic data. The project enabled over six million subscribers to register their SIM cards, ensuring compliance and business continuity for Etisalat.

The migration from on-premises data centers to cloud storage was groundbreaking in Nigeria’s market and was adopted by the regulator for all networks due to its versatility and effectiveness.

In 2014, a customer forum was held for Trade Business clients across several regions to address bottlenecks in the bank’s products and services. The feedback prompted management to seek quick solutions.

. Working as the Scrum Master/Project Manager, I worked with a cross-functional team to develop the custom functionality called Issue Manager using Agile Scrum and Kanban frameworks (Scrumban) to administer customer issues and queries.

The development of the software successfully helped to resolve over 350 issues. This effort increased average revenue per customer by 300% and improved customer awareness, usage, satisfaction, and intention to use the bank’s services.

Between Q4 2017 and Q2 2018, we developed custom functionality software (Scrum) to help customers locate, view, confirm, and access the bank’s distribution channels for their banking needs and transactions. This release significantly increased awareness, usage, and the “new-to-bank” score.

Following the bank’s rebranding, I led data analytics and customer research to evaluate the performance of the bank’s touchpoints against agreed KPIs. As Scrum Master/Project Manager, I reviewed the performance of the bank’s channels, which included over 150 physical branches, 200+ ATMs, 1,000+ POS, 170 agency banking locations, 1,500 transaction tokens, mobile banking, and web banking. It was crucial to optimize these distribution channels to enhance customer experience.

To achieve this, I developed a vision and motivation document to secure stakeholder buy-in and management approval. I then organized a team of IT developers to create user-friendly custom functionality. This functionality listed all the bank’s distribution channels by area, city, local government, and state. It also provided information on operating servers to indicate accessibility and availability, supporting transactions for customers.

Upon completion, direct marketing messages were sent to customers’ registered phone numbers to raise awareness about the software and its features. This initiative was a game changer for the banking industry, as revenue-impacting metrics showed significant improvement within one month of deployment.

This functionality remains in use even after my departure from the bank in 2020.

From 2020 to early 2021, I successfully led the development and launch of Quantitative Research Software using the Agile Scrum Framework. This versatile software is accessible via web, mobile, SMS, and USSD. It serves as an evaluation and monitoring tool, addressing researchers’ concerns about cost, quality, and turnaround time (TAT) in the local market.

As the Agile Project Manager at a startup, I wore multiple hats, including that of Product Owner. I crafted the product vision, strategy, and roadmap to develop software for Action Plan International Ltd.

To achieve this, I developed a vision and motivation document to secure stakeholder buy-in and management approval. I then organized a team of IT developers to create user-friendly custom functionality. This functionality listed all the bank’s distribution channels by area, city, local government, and state. It also provided information on operating servers to indicate accessibility and availability, supporting transactions for customers.

The software was developed over 10 sprints by two teams of 10 members each. It can collect, view, read, review, modify, edit, copy, paste, type, and capture text, images, audio, locational, and video files in various formats (including Excel and CSV) throughout the six stages of the research process lifecycle. The product capitalized on its strengths and addressed the gaps of existing market solutions. Researchers simply need to input their approved proposals into the software to begin building their research designs. Once completed, they can test, validate, and pilot their instruments accordingly.

Additionally, researchers can grant permissions at different levels and landing pages for review, commentary, and sign-off by supervisors and clients, obtaining approvals at each stage. All that is required is a sign-in ID to participate in any landing page. Initially custom-built as a business-to-customer tool, the software is compatible with web and mobile platforms and will be enhanced to become a SaaS offering in 2023.