ALINA VILAU
Bucharest
Summary
Perseverant and conscientious Product Owner with extensive experience managing small digital service teams and stakeholder relationships to foster sustainable growth and customer satisfaction. Proven ability to lead complex cross-functional projects in both Business and IT, bringing comprehensive business acumen and professional maturity to drive successful outcomes. Recognized for delivering scope clarity, facilitating efficient interdepartmental communication, and empowering teammates at every project stage. Currently planning to relocate to Sweden for a closer professional (and personal) alignment with its working culture and societal values that I deeply admire.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Product Owner | IT Digital Systems & Integration
Vodafone Technology
Bucharest, Romania
02.2023 - Current
- Oversaw DEX capabilities squad, ensuring effective utilization of internal application across three channels serving around 1000 agents.
- Redesigned customer interaction processes to minimize wait times by over 25% and expedite case resolution, significantly enhancing overall customer satisfaction.
- Achieved increased app usage through effective promotion of DEX among existing agents and successful onboarding of new agents and teams. Enhanced customer and agent experiences by implementing reuse-oriented development models and prerequisites.
- Spearheaded digital transformation in retail by integrating Tobi Super Agent chatbot, enhancing data accessibility.
- Led cross-functional teams to define product vision and roadmap aligned with business objectives.
Product Owner | Digital Business, Self-service
Vodafone Romania
Bucharest, Romania
04.2021 - 01.2023
- Led comprehensive redesign of MyVodafone app, optimizing mobile and web interfaces while improving in-app navigation efficiency.
- Implemented new functionalities and integrated Tobі voice to enhance customer service, aligning with business requirements and customer feedback.
- Facilitated implementation of organizational strategy and key priorities for Digital Cluster within Enterprise Marketing Tribe.
- Formulated and executed strategy for enhancing digital customer experience, collaborating with digital capabilities and customer operations teams to ensure alignment with Agile methodology.
- Coordinated mentoring activities to enhance the skills and career readiness of graduates enrolled in Vodafone Group's Discover Graduate Programme.
Digital CEX Manager | Online Channels
Vodafone Romania
Bucharest, Romania
10.2020 - 04.2021
- Directed and prioritized projects in business portfolio to achieve defined objectives, leveraging Agile methodology for enhanced efficiency.
- Promoted the priorities of the Digital Customer Experience department to support strategic objectives and enhance service delivery.
- Analyzed customer needs and developed targeted campaigns to deliver value and enhance satisfaction for both internal and external stakeholders.
Enterprise Segment Readiness Manager | SOHO Segment
Vodafone Romania
Bucharest, Romania
04.2018 - 10.2020
- Delivered comprehensive training to all teams within the segment to enhance understanding of technical project implementations and their impact on customer satisfaction.
- Oversaw comprehensive rollout of GDPR initiative, enhancing data protection measures across all EBU segments.
- Achieved successful product outcomes by managing two squads (Predictive Customer Care and Skyline) within EBU (Enterprise Business Unit). Delivered innovative solutions that improved customer engagement and streamlined operations. Fostered collaboration among teams to enhance project efficiency and optimize product delivery.
Project Manager | Consumer & Enterprise
Vodafone Romania
Bucharest, Romania
08.2016 - 03.2018
- Facilitated cross-departmental collaboration on projects impacting customer satisfaction, ensuring alignment with Customer Operations (COPs) priorities and overall business objectives.
- Established best practices for project documentation, enhancing communication and accountability among team members.
- Monitored project progress using Waterfall and Agile methodologies interchangeably, depending on project specificities and contraints, facilitating regular status updates and team stand-ups.
Education
Bachelor of Law - Service Contracts, Bid Contracts
Romanian-American University
Bucharest07.2006
Skills
- Agile methodologies (eg, SAFe, Scrum)
- Product Backlog Management
- Product Roadmapping
- Metrics & KPIs
- Change Management
- Analytical Skills
- Written & Verbal Communication
- Jira
- Confluence
- Stakeholder Management
- User Story Writing
- Product Lifecycle Management
- Strategic Planning & Leadership
- UX/UI Basics
- Organizational Skills
- Release planning
Accomplishments
- Managed Agile Transformation in IT Team
- Provided New System Testing Medium to Developers in Squad
- Promoted Digital Invoice & Reduced Paper Consumption for Invoice Printing (with an initial return of 80k EUR)
- Customer Operations Personnel & Activity Relocation During COVID-19 (3 cities, 800+ CS agents)
Certification
- SAFE® 6 Product Owner/Product Manager (Scaled Agile Framework), April 2025, Scaled Agile - Acquired skills in managing Agile backlogs, prioritizing features, and defining user stories to deliver customer value within a SAFe enterprise. Gained valuable experience with PI Planning, Agile Release Trains (ARTs), and cross-team collaboration to support continuous delivery and product alignment with business goals.
- ITIL® 4 Foundation (Information Technology Infrastructure Library), March 2024, Bittnet Training - Focused on improving service operations, implementing digital transformation initiatives sustainably, and enabling change. Learned to maximise the number of successful service and product changes by ensuring that risks have been accurately assessed and by collaborating with customers throughout the process.
Languages
Romanian
Native or Bilingual
English
Full Professional
Swedish
Limited Working
French
Full Professional
Italian
Full Professional
Spanish
Limited Working
Timeline
Product Owner | IT Digital Systems & Integration
Vodafone Technology
02.2023 - Current
Product Owner | Digital Business, Self-service
Vodafone Romania
04.2021 - 01.2023
Digital CEX Manager | Online Channels
Vodafone Romania
10.2020 - 04.2021
Enterprise Segment Readiness Manager | SOHO Segment
Vodafone Romania
04.2018 - 10.2020
Project Manager | Consumer & Enterprise
Vodafone Romania
08.2016 - 03.2018
Bachelor of Law - Service Contracts, Bid Contracts
Romanian-American University