Jacob Aloku

Led usability testing and data analysis initiatives to enhance learner onboarding and reduce support inquiries for a global EdTech platform.

• Led usability testing for 50+ users, delivering 5 critical UX improvement recommendations adopted by the product team, which increased onboarding completion rate by 18%.
• Analyzed over 500 monthly support tickets to identify product gaps and pain points, partnering with engineering to prioritize 3 feature enhancements that reduced repetitive inquiries by 30%.
• Collaborated with the product team on backlog grooming sessions, translating complex user feedback into actionable user stories and acceptance criteria.
• Maintained a 95% first-response SLA within 24 hours and achieved a 4.7/5.0 CSAT score across 2,000+ learner interactions, demonstrating exceptional service quality.
• Coordinated cross-functional efforts among Support, Product, and Engineering to resolve escalated technical issues with an average 48-hour resolution time.

Coordinated community engagement and operational improvement initiatives, leveraging feedback and data to enhance learner experience and drive product decisions.

• Gathered and synthesized qualitative feedback from 200+ learners through surveys and interviews, directly informing product roadmap priorities and resulting in 2 feature implementations.
• Increased community event participation by 25% through data-driven engagement analysis and targeted communication strategies.
• Improved operational data accuracy by 15% through process documentation and automation, enabling reliable product metrics and informed decision-making.
• Created an internal knowledge base that reduced onboarding time for new team members by 20%, enhancing team efficiency and knowledge transfer.

Designed and implemented data-driven engagement initiatives, utilizing user feedback and CRM tools to track KPIs and inform program improvements.

• Designed data-driven engagement initiatives that increased program participation by 40% through user behavior analysis and feedback implementation.
• Collected and synthesized user feedback through surveys and focus groups to inform program feature improvements and roadmap priorities.
• Maintained CRM databases and generated performance reports using Notion and Google Sheets to track KPIs and inform decision-making.

Identified and resolved product friction points, implemented efficient escalation workflows, and analyzed customer pain points to inform product enhancements.

• Identified product friction points from 500+ customer interactions, escalating recurring issues to the product team, resulting in 3 platform improvements.
• Designed and implemented an escalation workflow that reduced response times by 20%, significantly improving customer satisfaction and operational efficiency.
• Analyzed customer pain points across order management, payments, and delivery to provide actionable insights for product enhancement recommendations.

Led a cross-functional team of 15+ members to develop an AI-powered symptom checker, addressing basic healthcare access gaps in peri-urban and rural Nigeria.