* Creation and implementation of a new methodology to support the management and business skills needed in specifying and delivering K2 applications.* Gather business, technical, functional and non-functional requirements across all business sectors.* Review customer requirements, identify and feedback on missing information.* Work with customers’ technical and business teams to understand, document, and articulate business processes, workflows and information flow.* Work with stakeholders to identify business process automation opportunities to increase operational efficiency.* Develop K2 Professional Services packages for the K2 sales team to take to market.* Creation of artefacts, including requirements specifications, project plans, process flow diagrams, user stories, and wireframes.* Develop feature roadmaps in a phased approach based on priorities and customer timelines.* Lead customer presentations, discussions, and interviews to both gather information as well as present specifications, diagrams and wireframes.* Advise customers on the best recommendation for the use of K2 for their specific business process management needs.* Advise customers on the use of DSDM Agile methodology.

• Day to day management of the Lenslocker hire business including: customer, staff, issue resolution, management information, marketing, payments processing, 3rd party suppliers and business development.• Full end-to-end requirements for the initial release of the Lenslocker Website, implemented on the Magento platform, including product set—up and creation of a booking module.• Use of web analytics to identify significant areas for website improvement. Using this information I created benefits statements and provided recommendations to the Lenslocker directors.• Creation of reporting and dashboards to monitor KPIs, sales channels and other e-commerce data.• Creation and implemented a business upgrade path to target: improvements to the customer journey, customer retention, sales conversions, web traffic, bounce rate and customer time on page.• Created customer demographic profiles for targeted marketing. This information fed into the Lenslocker digital marketing plan.• Creation and implementation of a search engine optimisation (SEO) strategy ensuring that Lenslocker achieved top 5 rankings for their top 10 keywords. The highest ranking achieved was number 2 on Google for their biggest traffic generating key word.

• End-to-end business review. Production of business process models, business requirements and design documentation for an automated workflow system to handle enquiries in and out of the department. • Created a functional capability model for the telephony side of the business, highlighting business benefits and areas in and out of scope. • Working with 3rd party suppliers and acting on behalf of the business to capture, champion, validate and to ensure sign off of requirements for large-scale developments and small system enhancements.• Other client side Business Analysis, responsibilities include: o Requirements gathering and documentation o Wire framing/prototyping and design o Ensuring contracted IT development team deliver to specification o System integration and user acceptance testing o Working collaboratively with the client in supplier contract negotiations o Liaison with senior management to negotiate project scope and requirements

• Completed a review of the collections department, including process mining, creation of a road map of fixes and requirements documents detailing how the department should be optimised.• Produced high level and detailed requirements documents for a 3rd party interface in to the CACS workflow system. Providing the Vehicle Recovery and Debt Recovery teams with an electronic interface from 3rd party solicitors and debt collections agencies.

Senior Business Analyst (IBM, DVLA account) June 2008 – November 2008• Designed and implemented a new requirements change process in to the DVLA.• Creation of Use Cases and supporting documentation.• E-licensing Customer journey testing.Senior Business Analyst (Capita Business Services) February 2008 – June 2008• Business requirements, design documentation, screen design and business process re-engineering for a workflow system on a hand-held device. Providing field staff with a mobile device that can schedule work, authorise work, and provide a gateway into the core TV licence customer database.Senior Business Analyst (Domestic and General insurance) August 2007 – February 2008 • Created an RFI document outlining the activities of Domestic & General Group Plc and its key requirements for a business system. This allowed interested suppliers to respond regarding the products and services they could provide to: - develop and implement business systems defined within the RFI document; host and manage the working system, and provide on-going maintenance.• Created a weighted scoring system for each of the business units involved in the RFI process. Chaired joint Business/Supplier workshops so that a supplier evaluation could be performed.

• Chaired workshops and meetings with business representatives and IT. Reporting to project steering groups, project sponsors and directors. Providing presentations detailing deliverables, process mining findings, resource requirements, timescales, costs, business benefits, and detailed next steps. • Responsible for delivering a web-enabled batch-processing project in to the RAC business. Responsibilities included: o Requirements gathering and documentation o Wire framing/prototyping, design o Ensuring the newly appointed out sourced IT development team delivered to specification o System integration and user acceptance testing o Liaise with senior management to negotiate roles and responsibilities o Handover of finished system, support and processes to (IS) Information Systems. • Off -shoring: Liaison between the off-shore team in India and the UK based business. Set up of processes, procedures, meetings, workshops and templates to ensure that development, testing, requirements gathering and design is performed efficiently. Regular visits to India to build relations and to ensure best working practice. Delivery of system (including system training into the UK office).• Siebel Upgrade Programme. Gathering requirements from the business through one to one’s and works shops. Business process mapping. Liaising with developers to deliver design documentation.• Performed an analysis and investigation of a business perceived IT issue. My findings identified both people and process improvement opportunities. My analysis, report and recommendations led to the implementation of a programme of business process re-engineering, re-training, monitoring and reporting (SAS and Business Objects) offering a business benefit of £1.2 million per year for 5 years.

• Produced business requirements, functional requirements, design documentation, data mappings and business process models for the following projects: repair network troubleshooter screens; insurance invoicing system; vehicle salvage system; Multiway billing (invoicing); performance enhancement and a batch interface to the SAP pay/billing system.• AS a member of a project board reporting directly in to the IT Director. I completed root-cause analysis on financial processes and systems, produced requirements and suggested solutions for IT issues raised. Responsible for reviewing and implementing system changes, attending project meetings and providing updates detailing resolved and un-resolved IT issues.• Responsible for the product expansion of PHH fuel cards to accommodate customer needs. The product expansion included the purchasing of congestion charges, M6 Toll charges and car parking.• Designed an interface between a car insurer in Finland and a vehicle licensing centre. Oversaw the build and delivery of the interface through a 3rd party supplier (IBM). The interface provides an online enquiry route (damage and hire purchase queries on-line) and an overnight batch process.• Reversed engineered existing insurance systems in to Oracle Designer 2000. The data models produced provided considerable benefits for analysts and programmers.• Client relationship management whist working in multi-cultural/international environments (Finland).