Angestellt, Associate Director -Digital Product Lead Service Design, DX, B2C, Fidelity International

Woking, United Kingdom


Product Management
Proposition Development
Marketing Strategy
Customer Experience Management
Digital Product
Customer Journey
Internet Marketing
Customer marketing
Mobile telephony
Agile Methods
Agile Software Development
IT Project Management


Professional experience for Ian Finn CSPO FCIM

  • Current 5 years, since Oct 2018

    Associate Director -Digital Product Lead Service Design, DX, B2C

    Fidelity International

    Role Focus: Focussing on bringing the next generation of customer-facing services and digital engagement to Workplace Investing -Developing digital experience strategies and digital propositions in line with business vision and user needs -Leveraging Digital Transformation, Digital Product, Service Design and user centred design techniques to evolve the digital and omnichannel proposition

  • Current 6 years and 3 months, since Jul 2017

    Digital Product Manager

    Department of International Trade (DIT)

    Developing leading-edge digital products to help the UK grow international and export opportunities.

  • Current 12 years and 7 months, since Mar 2011

    Digital Strategist - Digital Product | Transformation | Service Design | CX

    Next Level Digital

    Next Level Marketing exists to help its customers do just that: move to the next level in the area of digital customer experience. Our mission is to help B2C service organisations (who deliver a largely ‘intangible’ product) stand out through the quality and ease of use of the digital customer experience they provide. To optimise these digital touch points in an era when customers are much more demanding and less forgiving of brands than they once were.

  • 4 months, Jan 2017 - Apr 2017

    Lead Digital Product Manager


    Designing, developing and delivering new digital services/ transformation initiatives to digitise, simplify and automate Government (Government Digital Services/ GDS). Working closely with policy shapers & process owners to define, and implement, the new government digital agenda. Security Cleared for government projects.

  • 5 months, Feb 2016 - Jun 2016

    Digital Product Development/ Digital Product Management - Self Service. B2C B2B


    Digital Product Development/ Digital Product Management across all facets of digital self-service/ eCare

  • 2015 - 2015

    Digital Channel Development/ Digital Marketing (via Next Level), B2C

    BT TV

    Leading on BTL and digital marketing innovation: Evolving digital implementation:

  • 8 months, May 2013 - Dec 2013

    Digital Propositions, VP (via Next Level)- Digital Product |Service Design

    Barclays Bank PLC

    Senior interim role developing leading-edge digital propositions to bring digital transformation to the UK Retail Bank (including digital experience innovation, transactional journeys and online self-serve). Developing web apps and digital customer journeys in line with requirements within fast-paced, highly-regulated environment with a diverse range of stakeholders. B2C

  • 4 months, Sep 2012 - Dec 2012

    Strategy & Planning Manager (via Next Level) - Strategic/ market planning, B2C


    Interim management role in which I was tasked with shaping and developing the Quarterly/ Annual strategic plans for Vodafone UK Post Pay division (integrated planning approach spanning marketing strategy, technology integration and integration of pivotal new propositions, such as 4G). And also taking strategic approach to the next level. I worked collaboratively with senior stakeholders to Consumer Leadership Team level within fast-paced environment. Within £2.5 billion turnover business, B2C.

  • 5 months, Feb 2012 - Jun 2012

    Head of Transformation (via Next Level) - Digital Transformation


    Senior-level interim role to provide leadership/ informed decisions (Product Owner role) for a major programme to transform the way Sky sells and manages their products. Deliverables included: retail and online channel customer journey transformation, integrating a common product catalogue (so speeding up campaign deployment), creating a dramatically more resilient front/ back end to system architecture and a consistent sales experience for customers with dramatic process simplification.

  • 4 months, Nov 2011 - Feb 2012

    Customer Retention Strategy (via Next Level) - Customer In-Life Strategy, B2C


    Interim management role focussing on strategy and initiatives to reduce early life (<4 months) churn within Sky’s pay TV base. Working cross-functionally to drive forward the customer retention agenda across a diverse range of initiatives: customer loyalty, billing & process optimisation, channel optimisation, customer acquisition quality and fraud prevention.

  • 5 months, May 2011 - Sep 2011

    Senior Propositions Manager (via Next Level) - Prop Design/ Service Design

    British Gas

    Interim role focussed on developing the proposition-based response to Ofgem’s Retail Market Review (RMR) within the energy market. Reviewing and re-assessing framework for energy offerings (energy tariff range) in light of regulatory changes as well as how to best address segmented customer needs.

  • 2 years and 5 months, Dec 2008 - Apr 2011

    Senior Propositions Manager/ Product Manager

    Telefonica O2

    Product innovation and new proposition development/ introduction across both Mobile and Fixed P&Ls (from insight to execution). Leveraging consumer insight and marketing research. Customer Centred Design: to address key customer needs O2 Home & Broadband: •Developed innovative new Home Broadband packages from concept through to final execution within £180m P&L. Enabled doubling of monthly package volumes, dramatically improved overall profitability and nearly trebled home phone attachment sales

  • 5 months, Aug 2008 - Dec 2008

    EMEA Marketing Director (Interim): Companion Products , B2C

    Motorola Inc.

    Interim Director role leading marketing direction, strategy and overseeing campaign implementation during a period of major market and organisational change. •Successfully managed people and process across disparate markets within EMEA: co-ordinating a geographically dispersed team and managing EMEA marketing budget. Daily co-ordination with in-country teams as well as with Global and Sales functions

  • 1 year and 9 months, Nov 2006 - Jul 2008

    Marketing Manager, UK & Ireland- Brand/ Campaign Development, B2C

    Sony Ericsson

    Devising and implementing leading-edge, integrated marketing programmes and campaigns to achieve high rates of sell-through of mobile device propositions. Wide-ranging focus across product customisation projects, brand campaigns, product launch/ sustain campaigns, PR. Managing a £4m marketing budget and £100k PR budget and virtual teams within a £1bn turnover business

  • 2 years and 1 month, Jul 2004 - Jul 2006

    EMEA Marketing Manager - International Marketing / Brand development, B2C

    Targus Europe Ltd

    Responsible for devising and implementing the brand development and go-to-market strategy for this leading mobile lifestyle brand. Managing a team of two direct reports, co-ordinating activities across 18 in-country marketing teams (across EMEA) working with marketing agencies and managing regional marketing budget of £500k

  • 1 year and 5 months, Mar 2003 - Jul 2004

    Product Manager - Product Development/ Product Management, B2C

    Robert Bosch GmbH

    Wide-ranging Product role, focussed on cradle to grave product management of a portfolio of over 100 products – and everything in between. Responsible for managing products through the full life-cycle from launch through to retiring mature lines.

  • 3 years, Feb 2000 - Jan 2003

    Product Marketing Manager - Product/ Brand Development, B2B


    Focussed on devising and implementing new propositions/ campaigns within this £200m wireless/ telecoms infrastructure subsidiary of National Grid Transco. High profile and wide-ranging role, working in fast-paced and constantly-evolving environment. Reporting to Marketing Director. GridCom served the end-to-end cellular/ radio network needs of UK mobile operators via its 10,000 site portfolio and integrated services

  • 2 years and 1 month, Feb 1998 - Feb 2000

    Account Executive - Business Development, B2B

    Crown Castle

    A business development role within this wireless infrastructure provider, formed via the privatisation of BBC Engineering. Focussed on developing strategic partnerships with telecoms customers such as BT and (the then) One2One and developing both the breadth and depth of new business.

Educational background for Ian Finn CSPO FCIM

  • 7 months, Jun 2015 - Dec 2015

    Digital marketing


    Modules included: The digital marketing landscape | Understanding the digital customer | Data and database applications | Planning and integrating digital marketing campaigns | Principles of website design: customer experience and usability | Planning and managing website development | SEO

  • 1 month, Feb 2013 - Feb 2013

    Project Management


    Agile Project Management: Foundation & Practitioner Licence Number: AG/003138

  • 1 month, Jul 2012 - Jul 2012

    Project Management


    Foundation & Practitioner License P2R/9078392012

  • English & American Literature

    University of Warwick

    English Literature, Business Studies


  • English

    First language

  • German


  • French



Strategic Marketing: evolving marketing in service-based organisations


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