Philips Nwachukwu

I lead the incubation of innovative ideas into market-viable products, and then cash-generative digital ventures.

▪ Lead the digital product innovation and venture building function through 'pretotyping' Africa's most critical problems from idea generation through venture build across FinTech, HealthTech, InsurTech, and GovTech. I do this by providing technical and strategic leadership to three (3) product teams. ▪ Led the conceptualisation, design and development of NGX Invest - a web platform/digital rails for IPO/POs and Rights Issues management for the Nigerian Exchange Group (NGX). NGX Invest connects all stakeholders (Banks and other Financial Institutions, Stockbrokers, Registrars, the NGX, and Investors) on a single platform for seamless distribution of capital market products. PR - https://tinyurl.com/yd783pe6 ▪ Leverage a yearly budget of 200K USD (140M NGN) and industry expertise across the Access Corporation <> Coronation Group ecosystem to develop and validate, and transform innovative ideas into early-stage pretotypes (and eventually Digital Ventures) with long-term platform and ecosystem relevance. ▪ Success stories include two (2) licensed technology ventures: Woven Finance (https://woven.finance/ | FinTech - PSSP licensed), Fiducia Data Services (https://www.myfiducia.com/ | Supply Chain Finance)

- Lead three (3) product teams to manage a portfolio of 11 products spanning FinTech, GovTech, PropTech, and HRTech.

- Collaborate with executive management to develop and execute product roadmaps & strategies that are consistent with the company's overall vision. - Provide quality leadership to ensure robust alignment and collaboration across several cross-functional teams. - Prepare and review product-specific documents to ensure deliverability and robust implementation. - Aggregate client, user and other stakeholder feedback, and analyse other relevant datasets to influence strategic product decision-making and shape development requirements. PRODUCT PORTFOLIO: Settl - www.settl.me | A (Fintech) peer-to-peer (p2p) payment and agency banking solution created to deliver convenient payment experiences for everyone. Propty - www.propy.me | A PropTech platform that connects Africans to their ideal homes. Propty simplifies access to rent and mortgage financing for Africans. eVisit - www.evisit.pro | A Facilities Management application that provides a seamless visitor management experience for residences, workplaces and other secure facilities. Pace Africa - www.pace.africa | A Tech Recruitment platform that simplifies and speeds up the process of hiring tech talents across all stages - from job posting to conducting interviews and making final offers.

▪ Led the design and launch of a non-interest BNPL smart payment wallet (TAJFinance) as a cross-platform checkout feature on TAJMall. TAJFinance was pivoted to a full-service retail credit financing product which accounted for 11% of PBT in < 5 months. ▪ Led the optimization of checkout, directly resulting to a 43% reduction in cart abandonment and (indirectly) resulting to a 23% increase in customer retention rate MoM, with an overall impact on GMV (~39% increase in first month). This was possible by deploying behavioural analytics strategies such as user segmentation and A/B testing. ▪ Developed merchant acquisition strategies that resulted in a 42% increase in active merchants on TAJMall across 7 major Nigerian states. ▪ Led a cross-functional team to develop and deploy a USSD checkout feature for TAJMall. Grew adoption of the feature from 0% to 17% of total GMV in < 2 months.

ROLE SUMMARY: Developed and led TAJBank's eCommerce strategy viz the development and go-to-market of TAJMall - Nigeria’s No. 1 Ethical Online Mall - https://tajmall.ng/ ACHIEVEMENTS - Spearheaded the development of the TAJMall platform through various stages viz development (ideation, user research, etc) to introduction (MAP) and worked collaboratively with multiple stakeholders – executive management, product, finance, etc to achieve product launch within 5 months. - Hired the pioneer team of 5, designed all major product roadmaps, go-to-market strategy, KPIs, SOPs, standardized policies, user journeys, partnerships, etc., to achieve operational excellence. - Led the team to build an MVP version that achieved commercial success within first 3 months across key metrics viz product adoption (1.4k registered users with 37% MoM growth in active customers and less than N500 in CPA, 400 registered vendors/sellers across 11 Nigerian states with 70% average MoM active rate). - Led the team to achieve product visibility (less than 2k in Alexa local ranking from 120k in less than 3 months, over 400k unique site visits). - Grew gross revenue (from $0 to over $58k with strong average monthly growth of 175% and AOV of $181) within first 6 months. - Developed financial model and managed P&L.

• Harnessed user feedback (surveys, interviews & SoMe insights) to learn more about the early subscribers of Jumia Prime, increase product adoption, and reach product-market fit. I recommended key feature improvements that were directly responsible for scaling active monthly subscribers from <2k to ~10.4k+ within 1 month. Also designed and deployed all customer-facing SOPs for the product internally and ensured regular auditing of user compliance. • Collaborated with Ops, Support, Commercial, Finance and Business Intelligence teams to analyse, optimise and redesign internal processes that ensured business value realization. • Collaborated with the central product team to develop and beta-test early-stage e-learning materials and frameworks targeted at helping multiple internal teams transition from physical instructor-led training to virtual training to guarantee smarter and measurable capacity development. • Supported the JumiaPay product & and customer experience teams to analyse user feedback for JumiaPay v.1.0. My work was critical to increasing adoption of the JumiaPay wallet as a checkout option from 13% to ~35% and increased retention by ~64% QoQ. • Collaborated with the Jumia Travels (formerly Jovago) product and customer support teams to design and analyze user experience surveys and customer interviews (in the flight bookings and check-in domain) for their users to understand the major problems faced by users in ticket bookings & purchase, and online check-ins. Insights derived from the survey and interviews were critical to revamping Jumia Travels online platform and eventually increased their NPS from 63% to about 83% in 2 months.

• Directly responsible for the end-to-end training, mentoring, coaching, and overall capacity development of over 200 employees spanning Customer Service, Customer Experience and Jumia Sales Consultant departments • Responsible for the periodic assessment of the development needs of Customer Service & Telesales Team Leads and Managers and (if necessary), design professional capacity development workshops with relevant corporate training institutes • Regularly facilitate compliance with quality metrics through collaborative planning, coordination, implementation, and evaluation of all customer interactions to ensure consistent achievement of KPIs • Identify training needs, develop and maintain training and development resources (documents, manuals, guides, videos, online modules, training, etc.) for all customer service personnel, as determined by the strategic needs of the department • Determine customer interaction quality standards, verifying associated results, and providing feedback to customer service personnel to ensure and improve adherence to standards and outlined best practices • Work collaboratively and communicate with talent acquisition staffs to identify, onboard and orientate prospective customer service personnel as required by the department ***Awarded Best Quality Assurance Associate for 2018

• Responsible for taking control of and resolving complex and escalated customer-related issues • Utilised Root Cause Analysis to understand customers’ problems, engender their satisfaction, and improve processes and overall customer experience • Deployed a strong knowledge of processes to ensure swift resolution of customers’ issues • Effectively liaised with other relevant departments/teams to identify problems, causes, and fixes and reporting to relevant management • Document and simulate complex customer issues to find solutions to customer inquiries and problems • Acted as a Subject Matter Expert in all matters regarding issues resolution while adhering to quality metrics