Gordon Spinks Email & Phone Number

Manchester Area, United Kingdom

Manchester, England, United Kingdom

Responsible for the end to end Provision and Repair customer journeys. Ensuring our customers are connected and stay connected to a broadband service that is simple, affordable, reliable and fair. Our role is to transform the customer journey to reduce the cost to serve through an obsession for excellence and use of technology. We are making change happen through an Agile approach bringing expertise together in our matrix teams. * Leading a matrix team of 40-60 cross functional members involved in the delivery of transformation and continuous improvement* Building and leading the Journey governance framework enabling the Programme team, Product Owners and Scrum masters to effectively deliver change* Owner of the Journey design for Provision and Repair - designing the detailed strategic process for connecting customers, early life and restoring service after a fault.* Designing for customer experience and reducing effort. Development of the target customer experience across the customer lifecycle, including both 'happy' and 'unhappy' path scenarios* Creation of a compelling vision of the future both to gain buy-in from stakeholders but also to inspire and empower the Agile scums to deliver the vision* Responsible for leading the strategic thinking on transformational design and making appropriate decisions. Promoting the vision at Exco level* Seeking technological ideas and concepts we can utilise to gain a commercial and CX advantage over our competitors* Ownership of the 5-year roadmap plan in order to deliver the cost to service savings (£30M) working closely with Consumer Change Director and Customer Experience Director• Accountable for £5-10m per annum cost to service reductions

Manchester, United Kingdom

* Strong leadership and support of the repair team, additionally acting as cover for the head of repair in critical meetings* An ambassador for the repair product internally and externally, and as the primary technical contact for queries related to the product* Developing a vision for the repair experience across all Tech contact centres & channels* Defining the customer experience in all repair journeys* Development and maintenance of prioritised backlog of user stories for implementation* Robust decision making to ensure the repair backlog is managed and prioritised effectively and efficiently* Vision and leadership across the repair team, wider programme stakeholders and critical SMEs

Manchester, United Kingdom

* Representing the operational teams in large scale projects to land improved CEX* Continual improvement of operational areas & customer experience through programme improvements and recommended operational change* Implementation of an optimised operational structure across the departments* Co-ordination of internal / offshore project teams in the delivery of programme change* Lead offshore partners to execute change and drive continuous improvement* Represent operations in key forums ensuring and operational risks are documented and mitigated* Representative within senior stakeholder steer-co meetings* Represent the voice of the customer and our operations internally for projects working closely with the account managers on any impacting change* Deputies for the Head of customer services when applicable

Warrington, United Kingdom

* Leading the development and deployment of a Continuous Process Improvement throughout the operation.* Responsible for a team of Process Improvement Analysts.* Responsible for effecting change with suppliers/carriers, customers and internal departments to implement improvements.* Initiate new ideas and concepts, plan and roll out process improvements across the consumer technical support.* Work closely with the Operational leads to manage the day to day planning and performance of the technical operational.* Championing Process Improvement methodologies throughout the operation.

Manchester, United Kingdom

* Build and maintain relationships with key stakeholders to ensure full engagement in the business analysis and business requirements gathering process, resolving conflict where required.* Understand, determine and challenge the business needs and document the problems or opportunities. * Lead requirement gathering and gain agreement of functional and non-functional requirements, which align to Business and IT strategies and stakeholder needs* Support the development and integration of the technical solution for assigned projects, liaising with technical suppliers to ensure their full understanding of the business requirements and the impact of proposed changes.* Ensuring traceability of business requirements throughout the lifecycle of a project to ensure what gets built meets the original business need.* Ensuring that any risks, issues, assumptions & dependencies are captured in accordance to the appropriate framework. * Ensuring any gaps or changes to requirements are identified, validated and signed off.

Irlam, United Kingdom

* Support the process and continuous improvement manager to deliver the end to end service delivery requirements taking account of Consumer Operations.* Investigating, analysing, designing and recommending improved business processes in key business areas.* Analyse current performance data* Support process owners and engage stakeholders to drive results* Research industry best practice / techniques which support business goals* Manage, update, improve existing processes thereby reflecting changes in business practices or requirements.* Process map current 'as-is' processes and collect associated data* Plan and manage activities to define to-be processes, capabilities, application of key technologies, and performance measurements/KPI’s.* Prepare & complete presentations, workshops & road shows to obtain successful buy-in from relevant stakeholders and their departments.* Plan, prioritize, resource and lead continuous improvement activities and develop rolling plans containing business-wide opportunities.* Balancing demands and working to tight deadlines.

Leeds, United Kingdom

* Collecting, understanding, documenting and communicating the business requirements for projects. Translating these into functions specifications and detailed plans.* Analyse and document business processes.* Document work flows and results of business analysis and obtain sign-off from clients on specifications and recommendations.* Day to day management of change requests in relation to the project plans to ensure agreed deadlines are met.* Collaborating with Project Managers to ensure processes are delivered that both anticipate and satisfy business needs.* Regular and accurate reporting of project status to Project Manager showing progress against outstanding milestones, status, resource requirements, issues, risks and dependencies* Delivery of successful implementation of documented plans of new company acquisitions.* Detailed reports on specific processes to enable scoping of projects and business cases.

* Ensuring the business requirements expressed in workshops and meetings are addressed by the team into a business and technical blueprint;* Input experience and knowledge of business change programmes into meetings and workshops as appropriate.* Communicate with SAP specialists within the team to ensure the specified business requirements are understood during the transition to a technical solution.* Challenge the existing processes and help facilitate the design of the new business processes.* Ensure that communication between piers in the other work groups ensures consistency of requirements across work streams* Delivery of the sales, marketing and project workstream for CRM SAP.* Translate requirements from workshops into the business process flow diagrams using the ARIS tool.

* Working as part of a large cross-functional team across various sites.* Facilitating cross-directorate improvements (Value streams, Corporate CS, BCS, Consumer online / offline, Retail, supply chain).* Design new company processes keeping the customer at the heart of everything I do.* Identify improvement opportunities from analysis of Management Information and the use of root cause analysis.* Measuring success of implemented changes.* Building business cases to support operational change.* Presenting storyboards of projects to senior stakeholders at each tollgate of the project lifecycle.* Ensuring controls are in place for handover of improved process into service.* Ensuring all risks / issues are registered and mitigated against.

Leeds, United Kingdom

* Delivering localised changes for the benefits of the company but ensuring customer experience is maintained or improved.* Defining scope of projects.* Implementing improvements to processes within customer service.* Sharing solutions / improvements with all other sites within O2.* Setting key milestones within projects and providing delivery plans.* Organising and facilitating advisor workshop to ensure all solutions have been identified.* Deploying Six Sigma (DMAIC) methodology within projects.* Running large scale workshops