Head Of Service Transformation
CurrentAccountable for all service transformation across the Workplace Pensions division to deliver strategic outcomes aligned to L&G target architecture and servicing and technology strategies. I have successfully delivered strategic technology, AI, digital, process, customer journey and people change programmes, through the leadership of 40 highly engaged change experts, and matrix management of over 150 change professionals across L&G and 3rd parties.Key achievements include:1) Business owner and leader of a 5 year multi million pound scaled agile transformation programme, with the aim of modernising the core pension administration platform and using the latest technology and AI to re-engineer over 50 operational processes used to service 5.5m customers on a day-to-day basis2) Business Owner and leader of a new award-winning AI machine learning platform to handle email & post requests, which has resulted in industry leading customer satisfaction (10 point increase measured by the ICS), delivering significant operational efficiencies and removed legacy out of support technology3) Leader of a Continuous Improvement and Automation/Robotics programme that has delivered significant service experience enhancements and large scale operational efficiencies.