Darren Gould Email and Phone Number

•Ensures stories and enablers meet the acceptance and quality criteria and are aligned to the vision, features and PI objectives•Has content authority for the team backlog and helps decompose features into stories and priorities•Continuous re-prioritisation and re-ordering of the Backlog based upon the most recently uncovered and understood user/customers needs, market conditions, risks, cost of delay and technical feasibility•Frequently and effectively collaborating with customers, stakeholders, teams or users keeping them appraised of status and getting their feedback •Participates in iteration ceremonies as a team member to ensure continuous improvement•Attend Retrospectives•Contribute to domain budget planning•Operates with Epics, Features and Stories•Drives iterations goals and content via prioritized stories and established story acceptance criteria•Working with customers, stakeholders, teams or users, keeping them up to date and getting their feedback to help us shape the future of our business•Maintaining backlog and ensuring delivery teams are collaborating frequently and effectively to populate and refine the backlog•Working with enterprise architects and teams to understand and prioritise the enablers •Owns the product vision and roadmap & backlog and prioritisation.•Help write features into user stories from point of view of customer needs, market conditions, risk, cost and technical feasibility•Defines the what & why or product features and requirements and does not get involved with the ‘how’

•Manage individual responsibilities and contribute successfully to team deliveries on complex, long and short term projects.•Undertake full project life cycle analysis and completion of change documentation, including Problem and Opportunity statement, Terms of Reference, Business requirements, Functional Specifications and Implementation Plans.•Plan, own and coordinate change projects driving the change processes forward.•Document and present analysis results clearly and concisely, using effective written reports / slides and diagrams.•Facilitation of interactive workshops to gather requirements successfully.•Effective daily management of stakeholder relationships at all levels of the business (both internally and with third party suppliers).•Comply with project governance, including day-to-day management and resolution of risks, issues and dependencies.•Interface with other support teams to share and endorse best practice and provide support and training as necessary.•Promote and demonstrate a Quality Service and consistency for all the Change projects throughout the change life cycle.•Agree test approach, writing test cases and manage user acceptance testing.•Manage project implementation; ensuring post implementation review and support is available.•Increase operational efficiency•Provide regular updates and progress reports to Project lead / PIB / board level.•Projects delivered on time and to budget in a fast pace challenging environment.

•Played a pivotal role in the creation of the largest Payments Centre in the UK in the development of manpower, skilling and payment volume plans. •Employed well-established analytical tools/techniques and methodologies to analyse and record unit and individual team member’s management information.•Analysed and interpreted data, spotting and communicating trends to the Business as well as providing feedback to enable performance coaching and to support the achievement of service targets.•Designed and delivered support tools and materials to increase the effectiveness and efficiency of the centre.•Created Centre level training plans to drive forward and implement a multi-skilled work force, with results providing huge benefits and efficiencies to the staff, customer and RBS group.•Developed and maintained robust relationships with key stakeholders / customers, by acting as first point of contact. •Examined and tracked customer’s payment behaviour, liaising with Retail or Corporate to determine and agree if alternative products would be of benefit. •Supported the Service Improvement Manager in customer service related “Work-Out” activity.•Collaborated with the centre’s Control Manager to identify any risks and provide ongoing support in the resolution of these.

•Designed, developed and led the RBS retail IWP Customer Service Team.•Vast experience performing and leading both customer service and processing teams to deliver outstanding and winning results.•Secure knowledge of Payment & Investigations with a proven record of managing change and managing people through change.•Manage a team of 16 experienced multi-skilled staff.•Outstanding record of exceeding processing targets in a high pressure, manually intensive environment.•Proven record of seeking out and developing ‘talent’ •Manage up or manage out underperformers.