Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Software
Timeline
Hi, I’m

Frieda Neethling

Service Design & UX-oriented Operations Specialist
Pretoria
Frieda Neethling

Summary

Service Design & UX-oriented Operations Specialist with 5+ years of experience improving end-to-end customer journeys, mapping cross-team workflows, and designing scalable processes for SaaS and service-driven environments. Skilled in systems thinking, problem framing, and translating complex operational challenges into clear, human-centered service solutions. Known for aligning product, operations, support, and development teams through structured discovery, research, and service blueprinting.

Overview

9
years of professional experience
2
Certifications

Work History

Privately Held Service-Based Startup

Strategic Account Manager
01.2025 - Current

Job overview

  • Mapped and redesigned internal service workflows to improve consistency, reduce operational bottlenecks, and support scaling.
  • Led discovery sessions with clients and internal teams to identify process gaps and translate insights into structured service improvements.
  • Implemented coordinated scheduling, communication, and reporting systems to enhance transparency across the service lifecycle.
  • Partnered with leadership to define service standards and create scalable onboarding, fulfilment, and retention processes.
  • Spearheaded adoption of a compliance/regulation platform, aligning product, operations, and client teams around new requirements.

Briskflow (Cloud ERP SaaS)

Customer Success Manager
01.2022 - 01.2025

Job overview

  • Led 30+ full-cycle SaaS implementations: discovery, process mapping, journey design, configuration, testing, and rollout.
  • Conducted user interviews and needs analysis to uncover operational gaps and inform product and service requirements.
  • Designed onboarding journeys and service blueprints that improved activation time, reduced churn, and increased product adoption.
  • Collaborated with product and development teams to define features, prioritise backlogs, and execute UAT during release cycles.
  • Built a comprehensive Help Center and knowledge ecosystem using AI-assisted documentation, improving self-service efficiency.
  • Designed Intercom’s first AI responder through prompt engineering and iterative training, improving accuracy and response time.
  • Translated complex technical concepts into clear, user-friendly experiences for clients and internal teams.

Momentum Group

Financial Advisor — Corporate & Private
01.2021 - 01.2022

Job overview

  • Translated complex financial products into user-friendly, high-trust experiences for diverse clients.
  • Built CRM workflows and automated pipelines for consistent client onboarding and engagement.
  • Strengthened communication and negotiation skills leveraged in cross-functional design and operations environments.

Q-Mech Consulting Engineers

Project Coordinator & Office Manager
01.2018 - 01.2021

Job overview

  • Mapped engineering workflows and document processes to improve collaboration between technical teams and clients.
  • Implemented digital improvements for project tracking, updates, and stakeholder communication.
  • Coordinated deliverables, scheduling, and reporting across multidisciplinary teams.

Checkers Food Services

Assistant Operations Manager
01.2017 - 01.2018

Job overview

  • Improved operational workflows in a high-volume FMCG environment through digitisation and structured process design.
  • Enhanced quality control, inventory accuracy, and compliance through systematic workflow tracking.
  • Coordinated cross-department communication to reduce inefficiencies.

Education

Potchefstroom University

BCom from Communication

University Overview

Partially Completed

Albatros

Diploma from Wealth Management
01.2022

University Overview

Skills

Systems design and service delivery

Certification

AWS Certification (Machine Learning & AI) — In Progress (2025)

Accomplishments

Accomplishments
  • Redesigned end-to-end workflows across operations, support, product, and development—removing bottlenecks, improving scalability, and streamlining cross-team delivery.
  • Improved customer journeys and onboarding through journey mapping, clearer workflows, and system optimisation, resulting in faster activation and higher adoption.
  • Delivered 30+ full SaaS implementations, leading discovery, process mapping, configuration, rollout, and training from start to finish.
  • Ran user interviews and needs analysis to uncover root problems and translate insights into product, service, and process requirements.
  • Facilitated cross-functional workshops to align teams, clarify processes, and drive service improvements.
  • Built onboarding systems, knowledge bases, and AI-powered support content that reduced support load and improved customer self-service.
  • Designed and deployed Intercom’s first AI responder, using prompt engineering, real user data, and iterative training.
  • Partnered with product and development to define features, prioritise backlogs, and complete UAT for releases.
  • Improved operational efficiency across engineering, financial services, SaaS, and FMCG, delivering fewer errors, faster onboarding, and clearer communication.
  • Applied AI to automate workflows, documentation, and training, accelerating delivery and reducing manual effort.
  • Mapped current vs future workflows for compliance platforms and supported organisation-wide change management.
  • Known for strong problem framing, identifying root causes, and simplifying complex systems into clear, actionable solutions.

Software

Trello

Click up

Miro

Figma

Notion

Jire

Timeline

Strategic Account Manager
Privately Held Service-Based Startup
01.2025 - Current
Customer Success Manager
Briskflow (Cloud ERP SaaS)
01.2022 - 01.2025
Financial Advisor — Corporate & Private
Momentum Group
01.2021 - 01.2022
Project Coordinator & Office Manager
Q-Mech Consulting Engineers
01.2018 - 01.2021
Assistant Operations Manager
Checkers Food Services
01.2017 - 01.2018
Potchefstroom University
BCom from Communication
Albatros
Diploma from Wealth Management

Similar Profiles

CREATE PROFILE
Frieda NeethlingService Design & UX-oriented Operations Specialist