Programme management of the development and launch of digital products into SMB, Corporate and Global customer segments. Creation and control of programme budgets (£1m - £5m). Definition of multi-year delivery roadmaps and detailed quarterly sprint planning within a Scaled Agile Framework (SAFe). Leadership, management and inspiration of multifunctional virtual teams across BT Group encompassing technical and business readiness resources.

Leading the change management strategy for Virgin Media O2's Sales and Customer Service transformation programme, to drive improvements in efficiency, customer experience and digital adoption. Managing the transition of operational activity between Virgin Media O2 outsource partners, utilising comprehensive change impact analysis assessments, change management plans and readiness assessments. Co-ordination of training, communication and technology deployments to ensure outsource partners are enabled to imbed change and realise the business benefits.• Successfully planned and managed multiple inter-dependent transition waves, across several outsource partners, capabilities and locations, achieving efficiency savings of several million pounds.• On-boarded a brand-new strategic partner to handle O2 Mobile sales activity, leading a cross-functional team including internal and external resources to deliver a new agent desktop, telephony solution, training and BI reporting, achieving a 10% improvement in sales performance.

Leading the end-to-end delivery of concurrent transformation initiatives across the B2C and B2B customer lifecycle - using a range of methodologies, including Agile and waterfall - to create brand loyalty and achieve business benefits, specifically NPS and customer retention. Analysing customer and business insight to map the as-is and to-be customer journey, highlighting pain points, moments of truth and opportunities to improve the customer and employee experience.• Spearheaded the customer journey design for the launch of the new Virgin Media O2 brand, leveraging Agile methodologies to build buy-in across two legacy organisations and achieve market readiness within 150 days.• Optimised the purchase and support customer journeys in retail, online and voice channels across Virgin Media and O2, resulting in an 8-point increase in relationship NPS in one quarter.• Led an innovative strategy to embed behavioural science into the sales journeys for broadband, TV and mobile products, improving NPS by 5 points.• Designed and delivered new system capability and business processes to capture and report O2 customer complaints, mitigating a significant company-wide regulatory risk while providing richer customer insights to the wider business.

Project management of large, complex business change, technology deployments and product launches in the B2B space, to achieve operational KPIs and commercial targets. Governance of the SMB Sales and Customer Service change roadmap, partnering with Sales, Marketing, and IT to impact assess, plan and deliver strategic priorities. Coaching and mentoring Project Managers and delivery team members to continuously improve delivery outcomes.• Project managed the operational design and business readiness for O2’s first end-to-end Unified Comms Software as a Service (SaaS) resulting in £2 million revenue in 2 years.• Successfully built a new desk-based sales channel for the Enterprise segment in under 8 weeks - including the definition of suppler KPI’s, security approval, IT roll-out and agent training - generating a pipeline of multi-million-pound customer leads.• Established the optimum timeline to launch O2’s seasonal sales campaigns to maximise trading, while ensuring operational impacts had been assessed and channels were ready to sell, increasing sales performance by 10%.

Managing the delivery of product, proposition, device and technology projects to ensure business readiness across retail, supply chain, digital and voice channels in both B2C and B2B segments. Managing senior stakeholders, including clear communication, issue escalation and decision facilitation. Leading internal and external cross-functional project teams, to plan and execute required deliverables. • Led the transition of the O2 Business operation to a new version of Salesforce to mitigate a significant IT risk, managing user acceptance testing, customer communications and business readiness.• Co-ordinated the business readiness for O2 Business’ entry into the fixed line market, managing vendor requirements, technology deployments and business process definition.• Project managed the launch of multiple high-profile products, including the iPhone 7 and iPhone SE, leading on contingency scenario planning, launch cut-over and early life issue management to ensure O2 were first to market.

• Coaching, developing, and mentoring advisors to achieve individual / team objectives. • Completing call observations and providing feedback. • Ensuring process adherence and compliance. Communicating business updates and relevant context.

• Implementing business contracts, ensuring both business needs and customer expectations were met.• Handling customer queries, focusing on first time resolution, to improve Customer Satisfaction.