The web half of the self-service model, run as direct product manager alongside the app.
ENGIE Italia · Technical Product Manager, then Digital Technologies Lead (direct ownership) · 2021 – 07/2025
Every contact a customer resolves alone is a contact the call centre never receives. The online customer area is where the contractual self-service journeys live, the ones too long or too formal for a phone screen, and it has to stay consistent with the app rather than drifting into a second product.
Technical Product Manager with direct project management responsibility until July 2025, over a team of around five FTE, later extended to the strategic evolution of the platform.
Self-service journeys covering supply data, consumption, invoices, payments, contract changes and online withdrawal. Consent and preference management, alignment with the mobile app on a shared service backbone and a single authentication model, replatforming roadmap.
Customer operations, B2C marketing, IT & Digital delivery, legal and privacy, external development partners.
Salesforce, billing and metering integration layer, enterprise identity platform, web analytics, Jira, Confluence.
High-volume service journeys progressively moved from assisted channels to self-service, contributing to the reduction in calls and tickets recorded across the B2C channels. Consent management consolidated into a single governed layer, and one authentication model shared with the app instead of two divergent ones.