• Development and introduction of new products to support strategic move to ‘All IP’ o Leading Business input and assurance on system designs, working closely with IT to define Business Requirements, qualify demands and translate into Acceptance Criteriao Working with C2M (Concept to Market) and Product/Industry leads to develop Products which work for the engineering operation as well as for ‘Business’ and ‘Industry’o Deploying new products to Engineering Managers and Team Members - working with Learning & Development (L&D) and national Communications team to develop training/briefing material to be released nationally across Service Delivery o Reporting on New Products directly to Managing Director and Regional Directors• Lead on ‘Copper’ process improvement for strategic All IP ‘in life’ products o Analysing the ‘As Is’, defining the issue and size of the problem, working with internal / external (industry) SMEs to define the ‘To Be’ o Working with external stakeholders (Communication providers) across industry to get their buy in for any process / technical changeso Setting up robust benefit dashboards and methodology to enable close tracking of benefit delivery post deployment where appropriate o Managing a team of 4 Project Managers and Business Improvement specialists – scoping & directing their portfolio of work, day to day management, supporting their development & completing performance reviews

Heather held a number of different roles within the Service Delivery Transformation team including project delivery and business improvement. This has enabled her to significantly expand her experience and skills in, stakeholder management, business / process improvement, business case build, data extraction and analysis and knowledge of Openreach specific engineering, system and business processes. Key Areas of Responsibility: • Weekly face to face status updates to MD and Director level stakeholders covering project progress, risks and expected benefits• Overall ownership and responsibility for all Project Management and Business improvement activity and analysis, on multiple Transformation projects• Leading and owning quantification of benefits and defining benefits measurement / tracking. Working closely with Finance Business Partners to obtain their sign off for inclusion in MTP• Leading Business input and assurance on system designs, working closely with CTIO to define Business Requirements, qualify demands and translate into Acceptance Criteria• Attending Industry Forums (CFPCG, CFPPG) to introduce projects / improvements, directly handle industry feedback and respond to queries and obtain their sign off to progress • Providing BI coaching and advice to other team members and ‘overseeing’ benefits analysis

Heather was a coach in BT Group supporting the roll out of Continuous Improvement. CI aims to deliver improved employee engagement, process efficiency and customer service. Heather's role was to support regional GMs (General Managers) to train customer service and field teams to use CI tools and techniques in their everyday working.Key areas of responsibility;Coaching a team of Operational Change Leads to help field teams implement CI tools & methodologies to enable teams to improve their efficiencySupport GMs and Directors to deliver regional roadshows. This included arranging meeting logistics, materials and leading CI training sessions Defined and maintained CI delivery plan and deliverables across a GM patchWork with the Central Change team to identify local initiatives suitable for national roll out and quantify and sign off benefits identified by the Operational teamsSupport Change team with implementing / rolling out national initiatives (including project plans and communication plans)

Heather worked across multiple projects, bids, clients and industries during her time at Accenture including Financial, Consumer Goods and Public Sector (NHS.) Previous projects and roles have included the below (not an exhaustive list); Process redesign of core F&A processes for a global consumer goods and services companyKey areas of responsibility;Arranging international design workshops with global attendees (involved arranging all logistics, catering, writing and issuing invites, resolving scheduling conflicts and attendee tracking) Expenses budgeting and tracking for project team to ensure the project stayed within the expected budget (including international flights and hotels) Completing the mapping of current state and to be processes using Microsoft VisioResponsibility for all minutes and documentation (process maps, action and decision logs) from the Design workshops Responsible for weekly status report to client senior management team and internal executives Engaging and developing effective relationships with key global client stakeholders Managing new graduates team to ensure the completion of the required deliverables for the client on time and to a high quality Major Banking Integration Programme – Change Management & Business ReadinessKey areas of responsibility;Daily senior and project level stakeholder engagement and Executive level status reporting weeklyResponsibility for preparing status documentation as well as completing all minutes and action issuing / tracking post each weekly status meeting. Stepped in for Senior Management by delivering status reports and attending the weekly calls in their place if they were unavailable Responsibility for maintenance of Project Plans, Risk Logs and Stakeholder mapping Defining Business Readiness criteria, tools and mobilising measurement across all banking divisions