• Leading on value insight at Tesco - acting as the main point of contact between Insight and value teams across the business, ensuring they are supported in the work they are doing and that our plans are right for customers. This includes providing support and expertise to develop and evolve the business helping Tesco perform well and stay competitive.• Owning the insight plan and liaising with insight delivery teams (analysts, researchers and data solutions) including agencies to create insight deliverables (studies, dashboards, methods) that will drive improved decisions making against clear objectives and targets.• Overseeing the delivery of projects, both independently and whilst collaborating with insight delivery teams to ensure briefs are clear and outputs fit for purpose.• Providing a greater understanding of our perception across value to identify whether propositions are delivering for customers/ meeting strategic objectives. This includes making clear and actionable recommendations to senior stakeholders to drive positive change.

Working within the Insight team at Tesco Head Office facing into Own Brand & Fresh Food. Key deliverables include evaluating performance across categories as well as playing a part in shaping future products and propositions for the business, survey design and analysing raw data; making tangible recommendations to stakeholders . Using various methodologies leading research projects from beginning to end – ensuring these deliver against requirements and are presented in a way to make the complex simple and land the key messages with impact.

Secondment role supporting the launch of a key change project relating to the introduction of a new payroll system (Oracle HCM) in stores. This involves engaging key stakeholders and building capability by facilitating the learning of hundreds of colleagues at different work levels whilst ensuring a smooth and successful roll out.

Additional accountabilities taken on during the height of the COVID-19 pandemic from the first national lockdown through to the third.• Responsible for facilitating the recruitment of 153 new colleagues into the business during 2020, implementing new COVID-secure techniques such as telephone pre-screening, video interviews and a new process to induct 4 times the number of colleagues at a faster rate than pre-pandemic whilst ensuring compliance with Right-to-Work regulations. • Scheduling and management of the 50 strong social distancing team in an ever-changing environment throughout 3 national lockdowns. • Resource planning, ensuring coverage of colleagues in all areas across the store during record levels of absence to maintain a high level of customer service. Created an administrative system to track COVID related absence amongst existing colleagues and ensuring these areas were backfilled. • Ensuring social distancing guidelines are implemented and adhered to, measured through 100% internal Safe & Legal audit compliance throughout the pandemic. • Procurement of items not available to the company initially to safely install an external queuing system outside the store and full responsibility for the ordering of COVID-19 related point of sale. • Working in collaboration with the stores senior leadership team including regular briefings with the store manager to update on all COVID-19 related matters within the workplace as well as holding 2 x daily huddles with colleagues across the store to keep everyone informed. • Key involvement in the launch of a new contact free Click & Collect service by resourcing and arranging onboarding/ training for personal shoppers within 2 weeks.

•Delivering sales targets with full accountability of 14 measured KPI's including network connections (consumer & business), insurance and average selling price. •Striving to deliver an outstanding customer experience within my Phone Shop, working towards high customer satisfaction targets and delivering a customers recommend score in excess of 92% (measured through Net Promoter Score).•Service lead for 18 stores across Kent, Surrey & London responsible for providing regular updates and coaching related to customer metrics. Creating and facilitating upskilling sessions across the region to improve the customer journey and apply smarter ways of working to enhance the customer experience. •Devising and implementing innovative trade driving ideas with a key focus of increasing acquisition and footfall into stores. This has included taking the brand to non phone shop sites raising brand awareness and reaching customers and colleagues outside of the usual retail environment as well as sponsorship of local events putting the brand at the heart of the local community and engaging with the general public in unique ways. •Analysing performance data including profit and loss reports to ensure that KPI's are above budget and identifying opportunities for growth putting action plans in place to sustain and build performance. •Legal responsibilities such as ensuring compliance with FCA regulations and GDPR measured through both internal and external audits and mystery shops. •Creating a positive culture within my team by ensuring that colleagues have all the tools that they need to deliver in their roles and celebrating success so that they feel respected, valued and secure in their working environment. •Acting as a go-to for my team and colleagues in other stores across the business, sharing my knowledge and offering support to all. Stepping up in my line managers absence to cover the area manager role responsible for 18 Phone Shop sites.

Time spent working as a Phone Shop Sales Assistant whilst signed onto the internal "Options" development scheme to develop into a Phone Shop Manager. This included delivering area leading sales performances for the company across all key KPI’s (top-line profit, network connections and phone insurance insurance). With a passion for delivering outstanding customer service measured through individually scored mystery shops and net promoter score. I am well accustomed to delivering an excellent customer experience having won company awards for service and developed my communication style through regular dealings with customers, colleagues, head office and area/ senior management. I also became accustomed to working in the pressured environment of retail and flexibly across long and unsociable hours.

Working across various service areas in-store including Customer Service Desk, Self Service Checkouts & Petrol Filling Station.