Steve Messer

Product Manager

London, SE14

I'm an experienced product manager who's learnt that one must couple evidence-based insight with product vision, all fuelled by a healthy appetite for experimentation. Working in the open at https://weeknot.es/@stevenjmesser

Work Experience

  • Government Digital Service

    Product Manager|Dec, 2018Current

    • Government Digital Service

      Associate Product Manager|Jan, 2018Dec, 2018

      Deliver and iterate products on GOV.UK in line with users' needs, managing product backlogs, writing user stories and making decisions about prioritisation based on qualitative and quantitative evidence. Main duties: own and manage prioritised backlogs, write user stories and shape sprints for internal and outsourced teams, and engage with users and stakeholders for GOV.UK licensing application, the blogs and campaigns platforms, and as part of the Platform Health team – looking after many applications in the GOV.UK publishing stack.

      • Worked on GDPR compliance for Licensing, Blogs and Campaigns
      • Led the team on publishing pipeline work, made content appear 10x quicker
      • Part of the GDS Product & Service Management Community organising body
      • Put together and managed an unconference for gov't product managers feat. Marty Cagan
    • Porism

      Product Manager & Engagement Lead|Mar, 2014Jan, 2018

      Own new product, Know My Neighbourhood. Co-own redevelopment of eCasework. Drive engagement with users and audiences of both products and LG Inform Plus, through content & social media, user experience, knowledge management and first-line support. Main duties across product line: customer development, product design, roadmapping, maintain healthy backlog, manage development team and ensure product meets business & user needs; develop digital marketing strategy and measures; write and publish social, content, email and customer-facing support materials; ensure good SEO practice; and enhance user experience.

      • Introduced & implemented Agile methodologies to company.
      • Co-designed new iteration of eCasework through customer development and testing assumptions.
      • Boosted conversion rate by 20% with new growth strategy
      • Devised and implemented self-service support portal for LG Inform Plus, reducing contact time.
      • Gained 141% increase for annual subcriptions for LG Inform Plus, maintained in following year.
      • Established 20% open rate for LGIP monthly newsletter, >7,500 recipients.
    • NOW TV

      Engagement Specialist|Jan, 2013Mar, 2014

      Engaged with customers and provided customer support for NOW TV. Seconded to knowledge department tasked with creating and developing internal & customer-facing support content. Main duties: live & e-mail technical support; customer engagement via social media (forum, Twitter, Facebook); and moderation of online community forum. Secondary duties: copy-edit and proofread customer-facing support content; write and publish all internal knowledge; liaise with key stakeholders and manage projects to deadline.

      • Seconded to Operations for 6 months.
      • Wrote customer-facing support content, and had influence on user journeys through insight.
      • Developed training materials for new joiners.
      • Represented and led group for severance discussions at meetings with NOW TV exec board.
    • Jonathan Cape (Random House Group)

      Editorial Assistant|Sep, 2011Jul, 2012

      • Vintage Publishing (Random House Group)

        Departmental Editorial Assistant|Feb, 2011Sep, 2011

        Education

        • General Assembly

          Product Management|Nov, 2016Jan, 2017

        • Westminster Business School

          Professional Diploma in Digital Marketing|Oct, 2015Dec, 2015

        • Bath Spa University

          English Literature & Creative Writing|Sep, 2006Jul, 2009

        Skills

          • Product Management
          • User Experience
          • Web Analytics
          • Community
          • Agile