Direct report to Consumer CIO accountable for a £50m annual development budget to deliver products and services for the Home Portfolio of the BT Consumer business, including broadband, TV, devices and telephony. Lead the IT delivery team that underpinned the launch of ‘New EE’, the flagship brand of the BT consumer business, which delivered simplified customer and colleague sales and service experiences on a brand new simplified IT platform replacing 20 year old legacy systems.

Led a global team of 140 professionals with accountability for IT solution architecture for the Consumer business. Delivered and assured IT designs for multiple business units across all products and services for an IT development budget of £113m, and partnered with engineering to deliver resilient, secure, compliant, performant, cost-effective solutions that delivered the desired business outcomes. Established a cohesive solution architecture for a full transformation of the Consumer IT estate and underpin launch of New EEBrought together several disparate solution architecture and design teams and working practices into a single community of practice. Established a leadership team and co-created a vision and plan to implement major ways of working change, with standardised design artefacts and tools, embedded in agile principles. Drove a culture of accountability, partnership, and collaboration and invested in the professional development of the community, whilst encouraging curiosity in emerging industry thinking and ways of working. Created the conditions for self-organised teams focussing on ways of working, wellbeing and celebration of diverse cultures. Addressed legacy problems with employee attrition and colleague engagement, whilst delivering 31% efficiencies in solution architecture cost.

Established effective partnerships across disconnected groups to harmonise Group IT Transformation and the Consumer Digital Business Strategy, to create the alignment needed to agree the strategy and 5-year plan that brought together multiple legacy IT architectures into a single modular service-based cloud native architecture that radically simplified the consumer telco business, enabled new business verticals, and enabled standout customer and colleague experiences. Engaged multiple industry players in Europe, US and Australia to evaluate different approaches to IT transformation and learn from industry experience to refine and get executive buy in for the strategy.Partnered with a product director to lead a team of c.100 people from diverse roles across the organisation to implement the first phase of the IT strategy for the Broadband valuestream. Set an inspiring vision of simplification for the Broadband product and operating models. Within a year delivered a fully functional modernised end to end architecture and simplified processes to provide Broadband service to live customers who gave overwhelmingly positive feedback.Embedded agile principles to establish a significant shift in ways of working to deliver outcomes, including: cross organisation collaboration instead of handoffs and dependencies; empowerment and servant leadership instead of command and control; fast build cycles of incremental value, measuring and adapting as we learnt.

Technology Partner to MD Commercial Marketing and Digital for BT Consumer leading a team of 40 professionals to deliver technology solutions across the Commercial, Marketing and Digital domains. Responsibilities included managing £80m investment prioritisation, agreeing delivery plans, shaping solutions, driving and measuring customer experience. First point of contact for release management, delivery escalations and operational issues.Developed innovative IT solutions and an IT culture that enabled a step change in capacity and speed for launching customer propositions, and saving >£2m pa development costs. Recognised by the CEO as a key capability enabling for multiple years of leadership in UK broadband market share.Led technology change to time, cost and quality, to launch multiple Consumer products and propositions including devices (such as BT Smarthub), TV propositions (including UCL Champions’ League), connectivity products (such as Ultrafast Broadband), cyber security products, and value added services (such as BT Cloud).

Set clear direction and established a roadmap for customer experience measurement in BT Retail, by aligning multiple disparate initiatives and teams into a highly responsive reporting function, to provide effective data and insight to inform a major strategic corporate initiative to improve customer experience.