Darren Heaphy
Head of Product at eDesk- Claim this Profile
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Bio
Hayley Marjoram
I was lucky to have the pleasure of working with Darren at eDesk. Darren is extremely knowledgable in every sense of the word. The time he spends analysing the market and competition combined with his endless focus on nurturing our customer base and being hands on with interviews and feedback sessions has really pushed eDesk in a better direction, making it a fantastic and ambitious product over the last 2 years since he joined as Head of Product. His roadmap planning and extensive research has paved the way for so many great initiatives in this short amount of time— a native voice solution, omnichannel support and more. As a product designer, I particularly admired Darrens passion for product design and the importance of it. He deeply recognises the importance of great design combined with user insights which makes him an excellent Head of Product. I learned so much from Darren about product during my time at edesk through his hands on leadership style and infinite amount of knowledge, guidance and the experience he has in the field. I will greatly miss working with him. Anyone who does so in the future is very, very lucky!
Nithya Rajan
Darren is a great leader. The way he manages the team with positivity and understanding is really inspiring. His understanding on technical aspects and allowing the team enough time to complete the quality product is exceptional. Really enjoyed working under him, I personally learned a lot from him especially on how to deliver quality products.
Hayley Marjoram
I was lucky to have the pleasure of working with Darren at eDesk. Darren is extremely knowledgable in every sense of the word. The time he spends analysing the market and competition combined with his endless focus on nurturing our customer base and being hands on with interviews and feedback sessions has really pushed eDesk in a better direction, making it a fantastic and ambitious product over the last 2 years since he joined as Head of Product. His roadmap planning and extensive research has paved the way for so many great initiatives in this short amount of time— a native voice solution, omnichannel support and more. As a product designer, I particularly admired Darrens passion for product design and the importance of it. He deeply recognises the importance of great design combined with user insights which makes him an excellent Head of Product. I learned so much from Darren about product during my time at edesk through his hands on leadership style and infinite amount of knowledge, guidance and the experience he has in the field. I will greatly miss working with him. Anyone who does so in the future is very, very lucky!
Nithya Rajan
Darren is a great leader. The way he manages the team with positivity and understanding is really inspiring. His understanding on technical aspects and allowing the team enough time to complete the quality product is exceptional. Really enjoyed working under him, I personally learned a lot from him especially on how to deliver quality products.
Hayley Marjoram
I was lucky to have the pleasure of working with Darren at eDesk. Darren is extremely knowledgable in every sense of the word. The time he spends analysing the market and competition combined with his endless focus on nurturing our customer base and being hands on with interviews and feedback sessions has really pushed eDesk in a better direction, making it a fantastic and ambitious product over the last 2 years since he joined as Head of Product. His roadmap planning and extensive research has paved the way for so many great initiatives in this short amount of time— a native voice solution, omnichannel support and more. As a product designer, I particularly admired Darrens passion for product design and the importance of it. He deeply recognises the importance of great design combined with user insights which makes him an excellent Head of Product. I learned so much from Darren about product during my time at edesk through his hands on leadership style and infinite amount of knowledge, guidance and the experience he has in the field. I will greatly miss working with him. Anyone who does so in the future is very, very lucky!
Nithya Rajan
Darren is a great leader. The way he manages the team with positivity and understanding is really inspiring. His understanding on technical aspects and allowing the team enough time to complete the quality product is exceptional. Really enjoyed working under him, I personally learned a lot from him especially on how to deliver quality products.
Hayley Marjoram
I was lucky to have the pleasure of working with Darren at eDesk. Darren is extremely knowledgable in every sense of the word. The time he spends analysing the market and competition combined with his endless focus on nurturing our customer base and being hands on with interviews and feedback sessions has really pushed eDesk in a better direction, making it a fantastic and ambitious product over the last 2 years since he joined as Head of Product. His roadmap planning and extensive research has paved the way for so many great initiatives in this short amount of time— a native voice solution, omnichannel support and more. As a product designer, I particularly admired Darrens passion for product design and the importance of it. He deeply recognises the importance of great design combined with user insights which makes him an excellent Head of Product. I learned so much from Darren about product during my time at edesk through his hands on leadership style and infinite amount of knowledge, guidance and the experience he has in the field. I will greatly miss working with him. Anyone who does so in the future is very, very lucky!
Nithya Rajan
Darren is a great leader. The way he manages the team with positivity and understanding is really inspiring. His understanding on technical aspects and allowing the team enough time to complete the quality product is exceptional. Really enjoyed working under him, I personally learned a lot from him especially on how to deliver quality products.
Credentials
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Prince2
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Experience
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eDesk
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Ireland
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Software Development
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1 - 100 Employee
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Head of Product
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Mar 2021 - Present
Powering five-star eCommerce support using transactional intelligence Powering five-star eCommerce support using transactional intelligence
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Taxback International
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Ireland
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Financial Services
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100 - 200 Employee
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Head of Product Strategy
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Mar 2017 - Mar 2021
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Scurri
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Ireland
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IT Services and IT Consulting
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1 - 100 Employee
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Chief Product Officer
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Jan 2012 - Jun 2016
I lead the formation of the product development team, adopting agile ways of working to quickly deliver value to our target market. I was responsible for the articulation and delivery of the product vision, synthesising market trends and working closely with our key clients to translate those insights to a product development and technical roadmap that aligned to customer needs. I lead the formation of the product development team, adopting agile ways of working to quickly deliver value to our target market. I was responsible for the articulation and delivery of the product vision, synthesising market trends and working closely with our key clients to translate those insights to a product development and technical roadmap that aligned to customer needs.
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TalkTalk
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United Kingdom
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Telecommunications
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700 & Above Employee
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Acting Head of Consumer Operational Communications
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Jan 2011 - Dec 2011
Expanding on the PMO function I managed, I was responsible for ensuring a shared understanding of all change occurring within the TalkTalk Group across 17 contact centres (UK, Ireland, South Africa, India and the Philippines) and aligning across those sites the key actions required to support those changes. Expanding on the PMO function I managed, I was responsible for ensuring a shared understanding of all change occurring within the TalkTalk Group across 17 contact centres (UK, Ireland, South Africa, India and the Philippines) and aligning across those sites the key actions required to support those changes.
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TalkTalk
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United Kingdom
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Telecommunications
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700 & Above Employee
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CS Frontline Change Team Manager
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Jan 2009 - Nov 2010
Managed the TalkTalk team of 9 senior project managers spread across multiple sites, my focus was on creating the environment and processes to enable our team to implement change in the most effective way. I coordinated with over 20 critical business units to ensure any impediments were removed so that change was delivered successfully; I worked with the business development teams to continually assess the viability, priority and allocation of projects in our long term roadmap
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Senior Project Manager & Programme Manager
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2008 - 2009
Programme managed a customer experience programme which involved a fundamental end to end reengineering of customer services resulting in ~20 individual projects with an overall budget of £6million and concluded with a successful benefits realisation
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AOL
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United States
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Software Development
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700 & Above Employee
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Project Manager
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2006 - 2008
Delivery of both business and customer services projects, managing all stages of the project (concept, initiation, implementation and review) with management of virtual cross matrix teams
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Knowledge Management Engineer
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2003 - 2006
Ensured the content support strategy is translated into a knowledge management solution across all 6 sites (UK, Glasgow and India)
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Outbound Systems Supervisor
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2002 - 2003
Managed a team of outbound agents, ensuring appropriate agents were on particular campaigns
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Education
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2008 - 2010
Waterford Institute of Technology
Bachelor’s Degree, Executive Business Management -
2005 - 2007
Waterford Institute of Technology
Bachelor’s Degree, Management in IT -
1999 - 2001
Waterford Institute of Technology
Certificate in Commercial Computing
