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Work Background
Bentley MotorsConsultant
Jul. 2024
AvivaConsultant
Nov. 2021 - Jun. 2024
National GridBusiness Change Consultant
Sep. 2021 - Nov. 2021
Jaguar Land RoverProduct Manager
May. 2021 - Sep. 2021
AvivaDigital Consultant
Apr. 2019 - Apr. 2021• Oversaw the Aviva Plus and Tactical Trading programme where customers pay an interest-free monthly subscription for their insurance policies. • Worked on the migration of customer documents and the replacement of Adobe Content Management System with Alfresco document store technology.
• Integrated the Respond complaints platform into the telephony/contact centre CRM to enable easy creation and updating of complaints.
• Worked on a solution to identify and implement metrics to automate Customer Conduct management information in line with FCA requirements.
• Identified fundamental issues and worked on a solution to provide the ability to match customer records, identify gone-away customers and update customer addresses using data from LexisNexis. • Played a crucial role in the planning of the project roadmap and customer experience by partnering with the operations arm of the business, business change leads, and the development team. • Managed the market review, conducted cost-benefit analysis, and ensured that the benefits were fully realised prior to the initiation of projects. • Lead workshops to elicit business requirements, captured the AS-IS, and defined lean TO-BE customer processes. • Analysed and documented business requirements, technical specifications, and liaised with 3rd party offshore teams to deliver high quality solutions. • Collected and analysed data and utilised various presentation tools to aid the understanding of current operations and determined areas for improvement.
CollinsonSolution Analyst
Oct. 2018 - Mar. 2019
AvivaDigital Project Manager/Business Analyst
Jul. 2016 - Oct. 2018• Designed a fast track registration project that best meets Shareholder customers and interacts with a bespoke tailor-made view in MyAviva. • Documented the business case and perform a cost-benefit analysis prior to the project initiation. • Collaborated with stakeholders and Subject Matter Experts to captured detailed requirements. • Modelled AS-IS and TO-BE processes using Visio to achieve the minimum viable product. • Created functional wireframes for the customer experience and aid stakeholders to visualise the end product. • Documented business requirements, acceptance criteria, and test cases in JIRA. • Liaised with offshore stakeholders ensuring that there was cohesion in order to guarantee a successful delivery. • Effectively managed end-to-end delivery while coordinating work-streams to provide good quality, viable products. • Reviewed and analysed the articles in the new General Data Protection Regulation (GDPR) to understand and translate the regulation to stakeholders.
Royal Bank of Scotland BusinessBusiness Analyst
Mar. 2014 - Jul. 2016•Utilised a Design Thinking model to execute Project Rosetta’, and transformation project at RBS. • Implemented the new Enterprise Resource Planning System (ERP) and played a key role in Project Rosetta by supporting solutions and strategies. • Used swim lane and Case Diagrams to identify errors likely to occur during the ERP implementation. • Created a feasibility document to uncover the weaknesses of the legacy system and the strengths of the ERP system. • Collaborated with external stakeholders from HMRC to walk through requirements, the Financial Conduct Authority (FCA), and the Financial Ombudsman Service (FOS), to oversee the outcome of Project Rosetta. • Designed an application to run simultaneously with the ERP system that best fits the end-user. • Dramatically improved the customer’s service by 4% to save the business time and company performance.
KNAT Productions LTDDirector
Feb. 2014United KingdomWe are an experienced transformation consultancy with a demonstrated history of working in the financial services, insurance and charity industries. KNAT Productions prides itself on its years of providing intuitive, revolutionary and sustainable solutions to clients. We focus on providing organisations with a systematic and professional service based on our major principles Optimise Innovate and Automate.
MARSKIL SERVICES LIMITEDDigital Business Analyst
Nov. 2013 - Feb. 2014
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