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Work Background
Blue PrismVP Product
Jan. 2022Warrington, England, United KingdomI lead a team of product, CX/UX and PMO colleagues with full responsibility across the product lifecycle including strategy development, roadmap, client interaction, product design and go to market.
Key Achievements:
* Discovery, design and delivery of multiple AI agents enabling teams to go faster and transforming customer journeys.
* Responsible for buy/build/partner strategy design and implementation growing ARR from £50m to £300m
* Design and delivery of customer engagement plan improving CSAT scores by 20%
* Delivered internal improvement programme to transform product lifecyle realising cost savings of over £10m and and reducing time to market by 25%
* Exec sponsor for the merger of 2 business units following acquisition, responsible for establishing target operating model and ways of working across a worldwide workforce
* Go to Market success with 6 key initiatives including SAAS solutions and AI features opening new markets and generating customer growth of 30%
* Responsible for a transformative, innovative programme to overhaul UX and Customer Experience, unifying approach across multiple business units.
Blue PrismHead of Product and User Experience
Oct. 2019 - Jan. 2022Warrington, England, United KingdomI was hired to establish, develop and grow a product team including recruitment, ways of working, process design and implementation of product lifecycle and agile methodologies.
Key achievements:
* Integration of acquired business at a people, process, technology and roadmap level
* Grew product team from 5 to over 50 with best in org customer engagement and retention scores
* Coached and mentored product colleagues establishing best practice framework and levelling up of all colleagues to professional standards through structured learning and industry qualifications
* Design and delivery of product lifecycle improving collaboration and alignment across all business units, including sales, engineering, support and marketing
* Responsible for the development and communication of internal and external roadmaps including ongoing engagement with analysts.
* Introduced design thinking and design led approach along with data/insights to inform decision making and prioritisation
* Implemented strategic approach to retention, growth and innovation to optimise resource and cross functional collaboration
* Obtained product school PM leader and AI certifications
AND DigitalSenior Product Manager
Jun. 2019 - Oct. 2019Halifax, United KingdomI was brought in to help define and shape a £100m transformation programme to white label and monetise insurance solutions on the cloud.
Key responsibilities included working with product and engineering colleagues to develop a business case and plan that was ultimately signed off by exec sponsors.
I chose to leave the role as I preferred the accountability of delivery and didn't enjoy the hands off consultancy approach
Distribution finance capitalRetail Product Manager
Apr. 2018 - May. 2019Manchester, United KingdomSpearheaded greenfield project steering a finance company through its application for a banking licence and implementing all the systems, processes and applications it would require for efficient and compliant operation.
Key achievements:
* Navigated complex legislation, regulation and processes before successful application of banking licence
* Successful collaboration with third parties owning the design, build and delivery of cloud solutions for enquiry, application, support and servicing of a portfolio of insurance, finance and banking products including integrations with multiple software vendors.
* Collaboration with operations, finance & IT colleagues to develop and document all processes, procedures and policies required to ensure ongoing compliance with legislation and regulation.
* Design and delivery, including go to market approach of a suite of banking, finance and insurance products.
* Obtaining pragmatic marketing accreditation.
Lloyds Banking GroupDigital product owner
Apr. 2014 - Apr. 2018Manchester, United KingdomPart of Lloyds bank multi million pound digital transformation programme reinventing ways of working and focused on delivering customer focused digital change
Responsible for the implementation of agile methodologies, tooling and behaviours to support delivery of multiple digital programmes including new mobile apps for lloyds banking group. Role required deep learning and accreditation in scrum, safe and less methodologies.
* Responsible for delivery of multi-channel initiatives including design and execution of all service processes onto a common operating platform, New digital registration process, enhanced customer insights, a digital education programme, push notifications and a customer centric reworking of all online content, key achievements:
* Management of all external supplier relationships including identification and development of partner agreements, contract negotiations, consultancy arrangements and contractor resourcing
* Developed and introduced agile methodology across multiple business areas working with senior stakeholders from across the group to establish compliance and governance frameworks
* Led a cross functional team including Design, Developers, Researchers, Business Analysts and Project Managers with best in class engagement scores and track record of delivery
Lloyds Banking GroupModel Office product owner
Nov. 2011 - Nov. 2014There were 2 primary deliverables of the role:
1. Develop and implement a best practice framework that would be rolled out across all of lloyds and Halifax network.
The framework was focused on delivering customer excellence in branches at every touch point with customers. The initiative drove NPS improvement of 16%, increased sales by 23% and colleague engagement scores improved by 12%
2. Design and build a 'model office' online that supported roll out and implementation of a new front end system for branch colleagues.
The model office realised benefits of over £5million across retail learning and development through a combination of video learning and online tooling. more than 20,000 colleagues were successfully onboarded and achieved accreditation on new systems in a 6 month period. The learnings from model office development were the foundations for the mullti channel programme that followed.
HalifaxRegional Sales Manager
Jun. 2009 - Nov. 2011North West, England, United Kingdom
HalifaxBank Manager
Aug. 2000 - Jun. 2009Manchester Area, United Kingdom
HalifaxAssistant Bank Manager
Apr. 1999 - Aug. 2000Manchester Area, United Kingdom
HalifaxGraduate Scheme Retail Banking
Apr. 1997 - Apr. 1999Halifax, England, United Kingdom
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