Luca Zorzenon

Professional
Eperience

Profile

I chose a double degree in Computer Science Engineering and Human-Computer Interaction because most problems I was working on had a technical root and landed directly on people using the product. Understanding only one side made me slower at solving either.

When a problem arrives I find myself asking two things at once: where the user is stuck, and what in the system is producing it. At Venchi it was e-commerce. At Citylink it was public transport and six departments that had never owned the same flow together. The entry point changes. The question stays the same.

Product Management

Product Requirements

Stakeholder Management

Data Analysis

User Experience (UX)

Experience

💼 Product & Technical Consultant

Independent Client Engagement · Freelance
Dec 2025 – Present

Independent product and technical engagement for an event services operator, focused on pre-contract customer touchpoints and operational workflow design.

  • Mapped operations, customer touchpoints, CRM setup, and internal databases; identified the main process gap from first contact through quote preparation.
  • Redesigned the customer-facing website in Figma, covering content strategy, UX structure, development handoff, and implementation review.
  • Defined requirements and data-model changes for onboarding and quote workflows, clarifying what belongs in the CRM, supporting tools, or a dedicated system.
  • Built lightweight workflow prototypes as sole contributor using AI-assisted development to reduce post-contract operational load and free capacity for new-client handling.

💼 Associate Product Manager

Citylink – Smart Mobility by ATM, Milan, Italy
April 2024 – August 2025

Citylink, ATM’s smart mobility unit, worked on the Milan Public Transport App and digital transport card operations. I worked on core in-app journeys and the cross-channel operational processes connecting product, finance, customer support, IT, and transport operations.

  • Consolidated siloed data into Microsoft Fabric pipelines and Power BI dashboards, creating shared operational views for product, finance, and transport operations teams.
  • Used customer complaint data and external benchmarks to reframe a fragmented refund journey around user friction, aligning 6 departments and securing IT capacity through collaborative effort-impact prioritization.
  • Redesigned the digital pass pre-launch testing strategy, surfacing critical iOS compatibility issues before launch.
  • Owned product definition for 3 integrations, including bike-sharing, ZTL access check, and digital pass, through discovery-to-spec cycles before external roadmap reprioritization.
  • Built automated workflows with Power Automate for 70+ weekly technical escalation cases requiring manual data gathering, recovering around 1 FTE in team capacity.

💼 Jr Digital Business Partner

Venchi S.p.A., Milan, Italy

October 2021 — April 2024

Venchi is an Italian chocolate and gelato brand with e-commerce across EMEA and US markets. I owned backlog and delivery for the global D365 Commerce e-commerce platform, working across business stakeholders, external engineering partners, Microsoft, Adyen, and Google.

  • Owned backlog and delivery for D365 Commerce capabilities across EMEA and US, translating business issues into specs, workarounds, change requests, and product improvements.
  • Diagnosed and resolved a critical peak-season order sync failure after vendor escalation did not resolve it, redesigning the custom data-sync flow and reducing processing from 2 hours to under 3 minutes.
  • Drove Apple Pay and Google Pay rollout across 4 markets on the first live Microsoft D365 e-commerce implementation, validating connector behavior and coordinating defect resolution with Microsoft, Adyen, and Google.
  • Built the database, Azure Functions infrastructure, and e-commerce integrations for Apple Wallet and Google Wallet loyalty passes, reaching 20,000 active passes in 5 months.
  • Directed qualitative UX research with 16 users; findings showed product categorization mirrored internal inventory logic rather than user mental models, leading to a full information architecture rework.
  • Delivered Venchi’s Australia showcase website end-to-end: defined requirements, configured D365 Commerce, built the React frontend, and trained the local team on platform management.

Education

  • 🎓 Double Master’s Degree
    EIT Digital Master School
    • M.Sc. in Computer Science and Engineering
      Politecnico di Milano, Milan, Italy
    • Human-Computer Interaction & Design
      Universidad Politécnica de Madrid, Madrid, Spain
  • 🎓 B.Sc. in Engineering of computing systems
    Politecnico di Milano, Milan, Italy

  • 📚 Innovation & Entrepreneurship (I&E) Minor
    EIT Digital Master School:
    Universidad Politécnica de Madrid, Madrid, Spain
    Politecnico di Milano, Milan, Italy
    Aalto University, Helsinki, Finland
    2019 – 2023
    • 📕 EIT Digital Summer School: Design Thinking and Scaling Services for Cities
      Aalto University Developing Entrepreneurship. 2020
      Business planning, user-centered design.
  • 📕 JUMP: Job University Matching Project
    Fondazione RUI – Residenza Universitaria Torrescalla. 2015-2018
    Leadership, ethics, global mindset, business cases, successful communication.