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Consultant - CX Transformation / US Expansion
Led CX Transformation and US market expansion for large UK media company. Established partnerships with global hotel chains for supply of branded media products and negotiated first year contracts before moving to the USA
Head of Strategy & Programme Management
Responsible for developing governance framework, improving relationships with key stakeholders, prioritizing pipeline of work, delivering projects to support academic calendar and
supporting senior faculty in developing business strategy
Head of Customer Data Regulation & Compliance
Led program to develop and commission new data warehouse and business applications, setup credit reporting capability, train sales and contact center staff and begin print and mail of statements and arrears notices to all Provident customers
Head of Strategy & Change, Personal Finance
Gained board approval to change the strategic plan before leading a program to stabilize services, reprioritize pipeline, deliver high ROI changes and increase sales headcount
Lead Portfolio Manager, Retail Banking
Led a large multi-million dollar project portfolio. Accountable for developing IT strategy, improving quality standards, ensuring projects deliver on time / within budget and achieve projected benefits / ROI
Program Manager, Contact Centers / Joint Ventures
Led program of change to support expansion of MBNA’s Spain operation and a large IT project to support acquisition and data migration of credit card portfolio (1.1M accounts)
Consultant, Contact Centers / Operational Excellence
Led initiative to increase revenue via delivery of high-value low-cost changes to call center processes and technologies. Projects included improving customer data quality and product cross-sell / up-sell opportunities for c2500 advisors
Program Manager, Mergers & Acquisitions
Led a large program to support acquisition of Littlewoods by Shop Direct Group including consolidation of contact centers, migration of collections system, implementation of outbound dialler and decommissioning of infrastructure
Systems Infrastructure Manager, Major Projects
Responsible for delivery of various infrastructure projects including retail branch preparation and delivery of a new branch automation service to all branches in the UAE
Project Manager, Opening of Customer Contact Center
Managed migration of 1000 Users to BT’s flagship customer contact center in Manchester UK. Projects included build of datacenter, routers / switches, move of desktop systems, video conferencing, PABX / telephony, POS cash machines
Project Consultant, Networking & Comms
Led study examining feasibility of networking separate areas of airfield and advanced applications including CAD, aerodynamics, ergonomics, fault & finite element analysis, flight test instrumentation, radar, robotics, flight simulation
Novell Netware Engineer, Desktop & Telecoms
Started my career providing network and PC support for users at multiple sites in Solihull, Birmingham. Trained in Novell Netware 3, MS DOS, MS Windows 3 and Lotus 123
Project Manager, Front Office Systems
Managed large project to implement optical jukebox system for archiving high volumes of banking records at 140 Lloyds TSB offices, plus MS Mail roll-out including pilot, data migration and end-user training
