Yasmine Yassin
Plano,TX
Summary
With a robust background at Freddie Mac, I excel in enhancing customer experiences through expert UX design and strategic product management. My collaborative approach with cross-functional teams and proficiency in data-driven decision making have significantly improved user satisfaction. Leveraging Agile methodologies and a keen problem-solving skill set, I drive impactful product innovations.
Overview
10
10
years of professional experience
Work History
Senior Project Manager
Freddie Mac
01.2023 - Current
- Led customer experience-focused initiatives, collaborating with product managers, design, and engineering teams to create seamless, user-friendly mortgage servicing solutions.
- Championed a UX-first approach, ensuring all product features prioritized user pain points and feedback, improving the overall customer journey from application to resolution.
- Co-owned and developed a product roadmap in partnership with design teams, integrating user research, usability testing, and user stories to ensure products were intuitive and customer-centric.
- Facilitated user testing sessions and surveys, gathering qualitative and quantitative data to prioritize features that enhanced customer satisfaction, engagement, and retention.
- Analyzed customer feedback, user behavior, and market trends to design strategic improvements that enhanced the overall experience, fostering a positive, empathetic user experience.
- Defined product specifications based on UX best practices, ensuring alignment with both business objectives and user needs.
- Regularly presented product design iterations and customer journey insights to stakeholders, ensuring buy-in and shared ownership over the strategic vision for product development.
- Managed cross-functional teams to develop solutions that balanced technical constraints with an exceptional user experience, driving continuous improvement in service delivery.
- Participated in the development of customer journey maps and user personas to identify gaps and pain points within the servicing process, resulting in product enhancements that improved usability.
- Conducted UX research and collaborated with design teams to understand user pain points and streamline product features, creating intuitive workflows to enhance customer satisfaction.
- Conducted regular feedback sessions with internal teams and external users to ensure product features were aligned with customer expectations and optimized for the best user experience.
Operations Change Management Analyst
Freddie Mac
04.2020 - 01.2022
- seamless integration of new features into existing systems, focusing on reducing friction points in the customer experience.
- Advocated for customer-centric designs in product development, influencing product roadmaps and prioritizing enhancements that addressed critical customer needs and behaviors.
- Participated in the development of customer journey maps and user personas to identify gaps and pain points within the servicing process, resulting in product enhancements that improved
- Co-managed strategic product initiatives within the servicing and mortgage operations space, partnering with design and engineering teams to identify opportunities for improvements and implement product solutions.
- Utilized data-driven insights to prioritize product investments and support the development of new product features that improved user experience and streamlined operations.
- Worked closely with business units and IT to ensure alignment of technical requirements, ensuring that product changes met business needs and customer expectations.
- Spearheaded the integration of system and process improvements, focusing on enhancing the user experience while maintaining compliance with regulations.
Equity Processor
Navy Federal Credit Union
10.2019 - 04.2020
- Improved customer-facing features within the mortgage processing system, ensuring an intuitive, transparent experience for members during the equity loan process.
- Worked closely with internal teams to address user feedback and enhance digital experiences, ensuring a user-friendly application process with simplified steps for customers.
- Ensured that the customer experience was seamless by identifying pain points and providing recommendations for UI/UX improvements in mortgage and loan processing systems.
- Collaborated with UX designers to improve communication with members, reducing barriers to understanding loan terms and simplifying the experience.
First Mortgage Processor
Navy Federal Credit Union
03.2019 - 10.2019
- Prioritized customer experience improvements, focusing on optimizing online application forms and improving mortgage processing systems, making the experience faster and easier for members.
- Worked with UX designers to implement customer feedback into UI/UX improvements, enhancing ease of navigation and reducing user friction in the mortgage application process.
- Collaborated with business partners to align the product features with the customer's needs and expectations, delivering an experience that was user-centric and intuitive.
- Conducted customer satisfaction surveys and analyzed feedback to determine areas for improvement in the user journey, iterating on product features based on real-world use cases.
Operations Manager
Sephora
05.2015 - 10.2019
- Oversee aspects of developing a high-performing sales team including interviews, evaluations, coaching.
- Manages all controllable expenses to maximize profits across the board.
- Train, enforce and follow all accounting, loss prevention, safety, and security policies, practices
- Supports the management team in fueling the growth of the business through internal promotions to develop
future leaders of the organization - Maintain visual merchandising and operational directives timely and accurately
Post Close Reviewer
Navy Federal Credit Union
03.2018 - 03.2019
- Focused on identifying gaps in customer experience by reviewing post-closing documentation and recommending changes to improve customer service and streamline the loan finalization process.
- Collaborated with UX/UI teams to suggest enhancements to customer-facing portals, reducing complexity and ensuring transparency throughout the mortgage process.
- Worked cross-functionally with teams to optimize user workflows, ensuring that post-closure documentation was easy to navigate for customers, resulting in fewer errors and better customer satisfaction.
Education
Bachelor of Arts - Business Administration
Liberty University
Lynchburg, VASkills
- User Experience (UX) Design & Research: Deep understanding of UX best practices, including user testing, journey mapping, persona development, wireframing, and prototyping
- Customer Experience (CX) Strategy: Proven track record of improving customer satisfaction by designing and implementing processes, features, and experiences based on customer insights and feedback Proficient in LUMA Human-Centered Design
- Customer Journey Mapping: Experienced in identifying key touchpoints in the customer journey and collaborating with cross-functional teams to enhance and streamline the overall experience
- Usability Testing & Feedback Analysis: Skilled in conducting usability tests, analyzing feedback, and using data to iterate and improve products to meet user needs
- Collaboration with Design & Engineering Teams: Work seamlessly with cross-functional teams, including UX/UI designers, engineers, and product managers, to align on features and ensure a seamless customer experience
- Data-Driven Decision Making: Expertise in leveraging quantitative data (analytics, A/B testing) and qualitative insights (customer interviews, surveys) to make informed product and experience decisions Skilled in using data to inform product roadmap decisions, prioritize features, and measure product success Proficient in SQL, Tableau, and other data analysis tools
- Product Management Expertise: Experience in managing full product lifecycles, from ideation to execution, ensuring alignment with business objectives, user needs, and technical constraints
- Agile Methodology & Scrum: Experience with Agile development processes to deliver user-centered product features efficiently Extensive experience in Agile product development, including backlog management, sprint planning, and delivering iterative product improvements Proficient in JIRA
- Product Management & Strategy: Strong background in defining product roadmaps, managing feature prioritization, and ensuring that user experience goals align with business objectives
- Cross-Functional Communication and Collaboration: Ability to effectively communicate UX and CX concepts to non-technical stakeholders, ensuring alignment across teams and driving collaboration Ability to work closely with design, engineering, marketing, and other stakeholders to build high-impact products
- Problem Solving: Expertise in identifying UX and CX issues and providing actionable recommendations to improve user satisfaction and drive product success
Timeline
Senior Project Manager
Freddie Mac
01.2023 - Current
Operations Change Management Analyst
Freddie Mac
04.2020 - 01.2022
Equity Processor
Navy Federal Credit Union
10.2019 - 04.2020
First Mortgage Processor
Navy Federal Credit Union
03.2019 - 10.2019
Post Close Reviewer
Navy Federal Credit Union
03.2018 - 03.2019
Operations Manager
Sephora
05.2015 - 10.2019
Bachelor of Arts - Business Administration
Liberty University
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