As part of BT’s network transformation journey, the company has outlined plans to switch off its analogue, copper based Public Switched Telephone Network (known as PSTN) by January 2027 and for all landline services to be offered digitally over broadband. In addition to traditional voice services, the PSTN supports devices ranging from healthcare devices, burglar alarms, ATMs and card machines to traffic lights, motorway signs and railway signalsWith more than 5m PSTN lines still in use, BT must work collaboratively with customers, Ofcom, government, and the wider industry to raise awareness and to successfully migrate all its PSTN users by December 2025In role I am responsible for leading stakeholder engagement initiatives with Local Authorities, Charities, Telecare providers & customers to build confidence in the All IP Programme such that engagement is high and stakeholders engage constructively to make the migration successful.Organised and ran over 100 customer facing events and put in place data sharing agreements with over 75 local authorities

Heading up the Customer Experience team for Retail, Contact Centre and In-home. Defining and delivering CX principles to ensure customer is kept at the heart of everything we do. Owning Customer metrics including NPS, Complaints, Mystery Shopping and exit survey and using insight to better define CX journeys and Conversational frameworks. Lead our store design team, looking at development of new store layout formats and design to better meet customer and market needs

Ensuring that we keep customers at the heart of everything we do.

Analytics partner to the Retail Customer Engagement Team, owning end-to-end reporting for customer experience initiatives. This included:o Reporting requirements during project set-upo Reporting on Pilot/Marketing success measures o Design and implementation of full suites of reporting Modelled, built and ran the commission and incentive scheme for 3.5k Retail EE employees, ensuring that all reporting was accurate, timely, clear and easy to understand. I ensured that maximum employee engagement was achieved, while working within budget constraintsWorked with Retail Divisional heads to understand performance gaps in the Retail estate and design actionable insight to improve both Financial and Operational performance, including an increase in conversion, worth millions in valueKey deliverables included:• Management and design of a Retail outbound calling platform with 3rd party suppliers that delivered 2% incremental growth in sales volume over 2 years• Translating operational requirements into reporting requirements; ensuring that all analysis is easy to digest by a non-technical audience• Creation of both internal and external facing high level reporting summaries for supplier incentives and projects• Work with large data sets across multiple systems to provide rapid analysis for retail issues• Handling of PII according to GDPR compliance

Reporting to the Head of Operational change, this role has a primary responsibility to drive change and add value through the interpretation and insight of data to improve the overall customer proposition. Working on initiatives/projects analysing operational, commercial and customer data to monitor their effectiveness in delivering to customer strategy and informing how these initiatives can be optimised or whether aspects of the strategy need to be challenged across the Customer Division

Key Duties:One of two analysts in an operational team, my main accountability was to understand and translate their requirements into reporting systems and dashboards to measure their outcomesUsed my technical knowledge, combined with a sound understanding of business process to design new processes and develop business cases outlining costs and benefitsActed as project manager, managing projects through their entire lifecycle; also acted as business analyst, bridging the gap between business users and IT teamsHighlights includeManaging projects to budget, maintaining and building on key supplier relationships to leverage yearly cost savingsReviewing daily feedback from project stakeholders and customers to continually improve processesAbility to manage several streams in parallel, each at a different stage in the usual development cycle, and to report in an efficient and concise manner to the other members of the teamDeveloped high quality, accurate reports, data cubes or dashboards, using Big Data sets with a clear presentation layer to enable simple business decision-making and metric tracking for all Head Office users and over 600 store teamsSecurely handled all sensitive data, in line with company and industry best practice

Customer Satifaction Survey analyst for Microsoft's Business to Business Support contracts