Monika G.

Leading and managing projects leveraging Users Voice to improve the user's experience in Google Accounts Ecosystem. Representing the Accounts point of contact for newfeedback involved opportunities in the team Build user empathywith key partners by bringing awareness to user pain points gained from analyzing user feedback, root cause, and sentiment through relevant forums Creating and managing strategies to achieve performance targets (opportunityvs investment analysis and cost vs. benefit analysis) and ensuring the proper implementation Ensuring stakeholder management and influence of cross-functional teams such as Product Area, Project Managers, UX, Engineering or Content Focusing on large scope projects for Accounts Help Center (more than 250M visits at month), Accounts Forums (around 7k PEs) and gFeedback (more than 100K feedback reports monthly)

Key achivements

Project Management:

Targets analysis: Delivering target analysis summaries and deep dives to create recommendations and project plans in partnership with Content, Analytics, and Product. Guidebookfor iOS Users: Created strategy and led our first iOS Guidebook ( educational, journey-focused experiences) for 300K logged-in iOS users visit p/m. Insights reporting: Coordinate the monthly UserVoice Report program. Delivered multiple improvements that increased viewership and Product Area engagement such as an Emotion Classifier experiment for the PA. Accessibilityfor Accounts: Create a new program to ensure the Accessibility of Accounts, by mapping the menu of services used to collect user feedback and analyze it from an accessibility point of view. The project was shared with the Product Area and other Product Verticals leading the conversations for a more Accessibility oriented POV and generating some changes

Manage the Spanish Community for >10 Google Products, including +180 Product Experts. Scaled support manager for Identity EMEA and LatAm. Create and manage global projects to improve the engagement of Identity EMEA LatAm forums for more than 12 languages. Run and coordinate projects to get insights on the community that can be used by Product Managers or engineers to improve the Product and/or to improve support operations. International Language POC for Spanish- Represent the Spanish Community for the International team.

Responsible for digital communication for different brands from Bilbao and Spain. Planning, execution, and evaluation of social media and content strategies.