Responsible for taking Virgin Media O2 propositions to market and passing all critical information over to in-life teams to ensure continued commercial success.Led on the refresh of O2's Like New proposition, creating a market leading refurbished offering that aligned to consumer wants and needs, while focussing on business success metrics.Launched Brand ID and Call Defence, two services that help protect customers against scam and spam calls, to the full pay monthly mobile base.GTM devices lead for vendors including Google and Sony, managing handset, wearable and audio launches during peak trading periods.

CX Lead on key propositions including 'O2 Switch Up'. Responsible for mapping customer journeys and ensuring each touchpoint (Digital UX/UI, Communications etc.) are optimised to exceed customer needs.Owner of 'best in class' competitor research/data collection activities, to ensure the CX vision continues to be evidence, data and customer first driven, whilst considering commercial opportunities.Worked with Senior Managers to ensure future CVPs align with VMO2's customer principles and existing products/services are continuously improved based on feedback and performance.

Launched Amazon Prime as an O2 Extra, coordinating ATL and BTL activity across the partner, agency and internal teams. This resulted in strong commercial momentum through thousands of acquisition and in-life customer sign ups.Led on changing the 'O2 Switch Up' T&Cs, liaising with brand, online and retail teams from a marketing perspective, whilst under commercial pressures.Worked on high profile calendar events, such as the Spring 2023 Apple hardware launch, ensuring key activities including PR releases went through the correct approval processes and live in a timely manner.

Led on customer research pieces to better understand the perception towards TV software updates, regularly presenting the results and suggesting improvements to Director level.Implemented new ways of tracking and monitoring monthly NPS feedback, leading to Virgin Media Community Forum and product packaging enhancements.

In charge of monitoring Small Office customer installation figures on a daily, weekly and monthly basis and continuously testing and learning from innovative ideas employed to improve the end to end installation process.Owned and implemented a new customer contact strategy (email, call, SMS), which contributed towards unprecedented NPS results for the department (+80ppt).Led on the trial and roll out of a new order delivery process, reducing outbound call time by 345 hours/yr and streamlining the installation process for QuickStart customers.

Responsible for the company's social media accounts as well as in-person 'activation' activities.Liaised with sponsored goalkeepers in the UK & Ireland and managed their contracts. This resulted in refreshing the company's athlete register, based on social media engagement and commercial potential for the brand.Created photo and video content for activations including team kit launches to increase customer awareness and input towards overall commercial success.