Cian Conway | Product Manager

Problem:
The existing system was tightly coupled with a legacy product offering from FinanceFair. As the company expanded its product portfolio, managing these newer, more complex facilities became cumbersome. Customers lacked clarity regarding their credit limits and drawn amounts, creating friction and support overhead. The scalability issues and lack of transparency hindered customer satisfaction and slowed down growth.

Solution:
We released a new banking ledger tailored to Financefair’s fractionalised funding model. This ledger provided real-time clarity on facility limits, outstanding balances, and transactional history. It streamlined internal operations—reducing manual interventions and set the foundation for scalable growth. By focusing on user experience, we delivered a tool that simultaneously enhanced customer trust and operational efficiency.

Post-launch we reduced average customer service time by 64%, enabling higher customer throughput and improved satisfaction. Provided customers with direct, on-demand access to their statements and balances, elevating trust and transparency. Unlocked new product lines and laid the groundwork for a customer-facing dashboard initiative, driving long-term strategic goals. Demonstrated tangible value: projected €1.5M in business impact over four years through operational efficiencies and increased customer lifetime value.

Problem
The problem was customers were not progressing through the booking flow and were instead dropping off at various stages. This was due to a number of factors including poor UX, and a lack of consistency across brands and regions.

Solution:
As a Product Manager at Hertz, I spearheaded the development and launch of the global shop and book platform for all Hertz brands. This innovative platform was designed to streamline and unify the online booking process across all Hertz brands, replacing the need for multiple websites and regional variations. We launched with Thrifty initially as part of the MVP rollout strategy.

Post-launch, the platform demonstrated its value by increasing controlled conversion by 30%, contributing to an estimated annualised revenue of $30 million for all brands.

As a Product Manager at Hertz, I launched a white-label modify and cancel platform for the Thrifty brand. This was designed to allow customers to modify or cancel their bookings made on the white-label platform.

The problem was customers were not able to modify or cancel their bookings on the existing platform and as such were contacting customer support directly to modify and cancel their bookings.

Post-launch, the platform demonstrated its value by reducing customer support calls related to modification for Thrifty by 15%.

Problem:
Hertz are moving towards and electric vehicle based fleet. The problem we had identified was customers were not booking electric vehicles as much and it was determined that this was due to range anxiety and EVs being a newer technology that customers were unfamiliar with.

Solution:
The EV trip planner was built for Hertz and included both android and iOS apps as well as the website. The platform was designed to allow customers to plan their trip in an electric vehicle both in the bookning flow on the vehicle selection screen and on the my rentals section.

Post-launch, we saw a signifcant uptick in customers booking electric vehicles.

As a co-founder of ProActive Stats, a sports data analytics platform, I navigated the challenging startup landscape, honing my skills in product discovery, ideation, and management. Despite the eventual closure of the startup, the journey was marked by significant achievements and learning opportunities.

We secured a place in Enterprise Ireland's New Frontiers incubator program and raised a five-figure funding amount, demonstrating the potential of our innovative product. Our efforts were recognized when we were named runners-up in Ireland's Best Young Entrepreneur competition in Clare. This experience, while challenging, was instrumental in shaping my approach to product management, reinforcing the importance of resilience, adaptability, and continuous learning.

At Industry Dive, a dynamic startup, I worked as a Software Engineer where I was deeply involved in the full product development process. Reporting directly to the CTO, I focused on front-end development and contributed to the creation of a subscriber validation platform and the company's webinar platform. This role provided me with a comprehensive understanding of the product lifecycle, from ideation to launch, and the importance of cross-functional collaboration.