• Ownership of quarterly survey issued to 55k colleagues. Development of associated colleague communications materials; analysis & reporting of key outputs; development of proposals to drive continuous improvement in adoption of Microsoft 365 systems and tools.• Addressed falling survey response rates by reviewing comms approach & introducing incentivisation, leading to over 3x response rate from Q3 to Q4 2021• Development of deeper insight into survey outputs, utilising Data Science team to produce detailed dashboard analysis highlighting key areas of focus at Divisional level• Monthly reporting of key OKR metrics to PVS Sponsor Committee; development of Exec packs, including analysis & commentary• Ownership of Bitesize refresh, to review & repackage existing Bitesize videos into a more intuitive & user-friendly format

• Programme workstream lead for Mortgages Connect, Intermediaries, Document Workflow, Business Intelligence & Product Transfers Feature Team• Delivery lead for Sales IVR & BM Transfer of Mortgage Property journeys• Workshop planning & facilitation, driving customer & colleague journeys & mitigation of impacts. Development & presentation of outputs & recommendations for Exec ratification• Management of 5 workstreams’ impact assessment activity • Ownership of Fastpath governance deliverables & RAID management • Workstream plan development & progress tracking • Workstream cost impacts & refinement. Monthly cost reporting & reconciliation. Cost challenge to drive savings following scope & timeline changes• Agile feature team liaison, completion of all Customer & Colleague governance deliverables up to Accountable Executive approval• Programme Implementation Readiness tracking & reporting

• Developed close working relationship with Product Owners and Scrum Teams to build detailed understanding of changes, track build progress and advise on launch readiness• Developed detailed understand of change impact for colleagues and customers to drive colleague Training and Communication needs• Ownership of Business Implementation readiness across multiple Agile feature teams and Channels, delivering simultaneous changes into live, supporting with landing and embedding, post live monitoring and issue resolution• Use of insights / learnings from previous training feedback to shape future landing and embedding approaches and to minimise impact on customer service• Completion of all necessary customer and colleague governance deliverables • Facilitation and tracking of channel First Occurrence Validation activities as part of Feature Team test plan

£28m Sales & Servicing Platform Migration from Legacy to Defender Systems• Organisational Design Workstream Lead – supported the planning, set up and execution of Incubations and workshops for Downstream and Transition approaches• Development of Org Design TOR and plan, directly facing into channels and supporting Org Design Team colleagues with their engagement approaches• Development and execution of IA activity following incubations. Facing directly into SLO to support with resolution of queries and issues to drive out a detailed and robust IA• SLO project point of contact reviewing plans and RAID, supporting with resolution• Point of escalation into the Project, facing directly into Frontbook Delivery Lead

• End to end management of delivery from project initiation to closedown • Incubation readiness, identification and engagement of stakeholders, collation of all necessary incubation artefacts and supporting documentation • Management and tracking of workstream impact assessment and cost estimation• Monthly cost tracking and project financial reconciliation• Project plan development, baseline and tracking • Establishment and ongoing management of RAID governance processes • Implementation readiness tracking and comms readiness activity• Management of development and delivery of landing and embedding activities, including colleague communications and post live checks. • August 2018 BBR Retail Workstream Lead: responsible for tracking +20 Retail workstreams’ readiness for BBR change• Management of Retail working groups, identifying and managing RAID items at workstream level, escalating to project level/Rate Change lead if necessary• May 2018 BBR Communications workstream lead: responsible for tracking comms content development and readiness across all impacted workstreams; • Schedule of Event collation and validation for Retail and Mortgages workstreams; • Supported closedown activities of the rate change team to ensure all documentation was complete and archived ready for the next rate change announcement

£5m Launch of Free Conveyancing and Free Valuations Remortgage Products for BM brand• End to end management of delivery from project initiation to closedown across 3 phases of deliverables, concluding with realisation of project benefit forecasts resulting in £100m per week of new business across the BM remortgage sales• Management and tracking of workstream impact assessment and cost estimation• Monthly cost tracking and project financial reconciliation• Project plan development, baseline and tracking • Establishment and ongoing management of RAID governance processes

£1m Enhancement of Mortgage Sales Platform to support improved customer experience• Project initiation, including stakeholder identification and set up of project governance framework• Responsible for project planning, reporting and tracking of workstream financial returns• Set up and management of project RAID processes• Accountable for project governance deliverables, including weekly status reporting, fortnightly steering committee updates, change control and compliance management• Accountable for implementation readiness tracking and post live support, including rollout of colleague training and communications, post-live validation processes and defect resolution communications.

£1.1m Upgrade to existing product sales and performance data reporting to FCA• Project initiation, including stakeholder identification and set up of project governance framework• Responsible for project planning, reporting and tracking of workstream financial returns• Set up and management of project RAID processes• Facilitated requirements definition process and engagement with regulator around requirements clarification• Responsible for project governance deliverables, including weekly status reporting, fortnightly steering committee updates, customer and colleague impacts, change control and compliance management

£20m Rollout of government legislation changes to mortgage sales and service procedures• Led a team of 4 analysts responsible for production of daily post-live MI packs, required for Executive Steering Committee consumption• Post live defect resolution liaison between Operations and Business Analyst team• Programme Business Readiness lead:o Accountable for definition and execution of programme business readiness approach, terms of reference and plano Led the definition, tracking and completion of business readiness criteria across 12 pan-Retail business functionso Day to day task management of junior Business Readiness analyst• Developed and managed sign off of packs for critical customer and channel approval committees• Mapped Live Service incident capture & resolution processes to provide service improvement recommendations, significantly reducing incident volumes and staff turnover.

1.9 million Customer Records & Accounts Migrated To Target Systems• Developed Data Cleanse customer communications approach, communications material and sign off process• Weekly updates to senior stakeholder forums on progress and issue escalation• Developed and managed Customer Experience Walkthrough sign off, including walkthrough logistics• Customer Treatments traceability lead:o Engaged with & tracked responses from multiple workstreams on treatment development, impact assessment & sign off• Coordinated internal & external customer research analysis using 3rd party research agency; volunteer recruitment, research material development and debrief• Managed implementation of online content changes for multiple brands' public websites• Developed and implemented post-live MI reporting process

Senior Project Analyst, Lloyds Loyalty Programme, Initiation & Design; Sep 2011 – May 2012:£15m Customer Recognition and Reward Programme Senior Project Analyst, HBOS/LTSB Integration, Customer Database Migration; Feb 2010 – Sept 2011:£20m Programme Improving Data Quality of 29 million Customer Records

Project Analyst, Charter Programme; Jan 2009 – Feb 2010:£4m Nationwide Implementation of Customer Complaints Management SystemProject Analyst, Consumer Credit Act 2006 Programme; Oct 2007 – Jan 2009:Pan-Retail Roll Out of Government Legislation Changes Seconded Project Analyst Role, LEAN Intervention; Jun 2007 – Oct 2007:Service Improvement by Mapping and Analysis of Business Processes

Telephony Agent, HBOS Savings Servicing. Account servicing and sales lead conversions. Second line referrals. Colleague training and floorwalking