Jacob Aloku

Led usability testing for 50+ users, delivering 5 critical UX improvement recommendations adopted by the product team, which increased onboarding completion rate by 18%.

Analyzed over 500 monthly support tickets to identify product gaps and pain points, partnering with engineering to prioritize 3 feature enhancements that reduced repetitive inquiries by 30%.

Collaborated with the product team on backlog grooming sessions, translating complex user feedback into actionable user stories and acceptance criteria.

Maintained a 95% first-response SLA within 24 hours and achieved a 4.7/5.0 CSAT score across 2,000+ learner interactions, demonstrating exceptional service quality.

Coordinated cross-functional efforts among Support, Product, and Engineering to resolve escalated technical issues with an average 48-hour resolution time.

Gathered and synthesized qualitative feedback from 200+ learners through surveys and interviews, directly informing product roadmap priorities and resulting in 2 feature implementations.

Increased community event participation by 25% through data-driven engagement analysis and targeted communication strategies.

Improved operational data accuracy by 15% through process documentation and automation, enabling reliable product metrics and informed decision-making.

Created an internal knowledge base that reduced onboarding time for new team members by 20%, enhancing team efficiency and knowledge transfer.

Designed data-driven engagement initiatives that increased program participation by 40% through user behavior analysis and feedback implementation.

Collected and synthesized user feedback through surveys and focus groups to inform program feature improvements and roadmap priorities.

Maintained CRM databases and generated performance reports using Notion and Google Sheets to track KPIs and inform decision-making.

Identified product friction points from 500+ customer interactions, escalating recurring issues to the product team, resulting in 3 platform improvements.

Designed and implemented an escalation workflow that reduced response times by 20%, significantly improving customer satisfaction and operational efficiency.

Analyzed customer pain points across order management, payments, and delivery to provide actionable insights for product enhancement recommendations.