Feba Jacob
User Experience Designer, Program Manager, and Product Manager in Detroit, MI
Turning complex systems into scalable, UX-informed solutions.
I’m a Program & Product Management leader with 10+ years of experience transforming complex business challenges into scalable digital solutions across aviation, retail, and enterprise environments.
My work sits at the intersection of program management, product strategy, business analysis, UX, and product design. I specialize in aligning people, processes, technology, and customer needs to improve experiences, modernize systems, and deliver measurable business outcomes.
At American Airlines, I led enterprise modernization initiatives across multiple concurrent workstreams, including transforming approximately 1 million monthly manual refund requests into automated digital workflows, reducing reservation call center volume by 80%. I also helped modernize airport information systems, reducing passenger inquiries by 85%, and contributed to customer experience initiatives that generated $300K+ in incremental revenue.
As an independent consultant, I’ve applied the same approach across retail and service businesses—designing operational systems that supported a 700+ person seasonal workforce, enabling 2× market expansion without additional headcount, and managing high-volume digital commerce operations.
I bring a B.S. in Computer Science, an Executive MBA, and hands-on experience in enterprise UX and product design. This combination allows me to move fluidly between strategy, execution, technology, product thinking, and the details of the user experience.
What I Do
Program Management
Enterprise programs • Portfolio management • Cross-functional delivery • Governance • Risk & dependencies
Product Management & Strategy
Product strategy • Roadmapping • Requirements • Prioritization • Business analysis • Digital transformation
UX & Product Design
UX strategy • Product design • Customer journeys • Service design • Workflow redesign • Information architecture • Design thinking
Operational Transformation
Process improvement • Systems modernization • Change management • Data-informed decision making
Selected Impact
80%
Reduction in reservation call center volume
85%
Reduction in passenger inquiries
1M+
Monthly refund requests transformed into digital workflows
2×
Market expansion enabled without additional headcount
$300K+
Incremental revenue generated through CX optimization
Education
Executive MBA — Texas Woman’s University
B.S. Computer Science, Minor in Mathematics — Texas Woman’s University
IBM Enterprise Design Thinking Practitioner
Currently
Based in Metro Detroit, Michigan, I bring a multidisciplinary background spanning Program Management, Product Management, Business Analysis, UX/Product Design, Product & UX Strategy, Digital Transformation, and Operations.
U.S. Citizen • Open to travel and relocation
Let’s Connect
LinkedIn: linkedin.com/in/febajacob/
Portfolio: febajacob.com