Responsible for analysing and mapping large-scale support processes and driving innovative customer experience improvements. Using strong communication and programme management skills, operationalized multiple high impact initiatives resulting in measurable customer experience improvements.•Influenced cross-functional teams to align upon strategic objectives with the goal of improving customer resolution metrics. Led the transition of multiple support workflows to a newly designed, centralized function, reducing overall complexity. Resulted in improvement in resolution time, increase in customer resolution (NPS) score, and significant OPEX savings.•Conducted end-to-end issue root cause analysis, leveraging qualitative & quantitative data analysis skills to highlight friction within customer experiences. Embraced ambiguity to deliver previously unseen insight working with product and technology teams to deliver positive change for the end user. •Delivered a suite of customer journey maps, using design-led thinking and cross-functional workshops to facilitate customer facing & backend improvements. Developed deep understanding of customer needs to roadmap and deliver strategic and agile programmes - resulting in improved customer resolution.•Accountable for day-to-day operational support metrics, through real-time monitoring of key CX metrics. Made prioritization decisions and brought together cross-functional stakeholders to unblock bottlenecks and address issues ad-hoc. Resulted in high-quality, stable customer support for the end-user.

Role delivering strategic programmes, focussed upon customer-centric transformation to create market-leading experiences. Implemented omni-channel propositions in a timely manner, while influencing senior stakeholders to assure the ideal customer experience and successful delivery.• Responsible for iPhone 12 launch including the delivery of supporting propositions, such as Vodafone eSIM and iCloud, totaling 6 simultaneous projects. Designing all offline touchpoints and working closely alongside senior operational stakeholders for a successful launch. Resulted in additional market share, improved customer experience metrics and reduced costs.• Utilising journey mapping skills, delivered the market leading strategic programmes of Vodafone Trade In and Annual Upgrade Promise, which are used by more than 10,000 customers a month. Managed each phase of the project(s) from design through to implementation, ensuring effective stakeholder management throughout.• Undertook continuous improvement activities post-implementation of these projects, interpreting data to resolve customer pain points, which I was recognised for by Vodafone Head of Mobile Marketing and Vodafone UK CS&O Director.• Planned and drove the transformational change of the department towards a new customer experience model and structure. Led FY21/22 budgeting on behalf of senior stakeholders to deliver this vision, alongside optimisation of costs.

Project management role, applying AGILE and Lean methodologies to deliver multiple projects, in order to improve customer experience and deliver business financial benefits. • Responsible for sizing, prioritizing and delivering projects, presenting at a senior level to obtain support in implementing initiatives to the benefit of Vodafone and customers alike.• Accountable for planning, managing, and sprinting team backlog of transformational projects, using AGILE methodology and tools such as Kanban to ensure optimal stakeholder engagement. Projects spread across wide breadth of Vodafone’s product set, customer segments and technology platforms.• Redesigned customer journeys, including ‘user story’ design, resulting in increased customer self-service, and a positive user experience as displayed by Net Promoter Score (NPS) improvements.• Delivered high-value cost-saving/revenue-generating projects, across multiple business areas, delivering and measuring more than £700,000 of cost savings / additional revenue per year.