The Independent User Group for Amazon Connect mission is to bring together the right people to help develop and improve how members support their customers through the continual evolution and enhancement of the Amazon Connect platform.

Helping organisations with their transformations to the Cloud.

• Provided leadership and consultancy to deliver large scale migration (>10,000 agents & >25 Business Units) to AWS Amazon Connect and Salesforce Service Cloud Voice, collaborating with AWS, Salesforce and delivery partners. • Delivered additional capabilities to support both Outbound Dialling and Forecasting, Capacity Planning and Scheduling.• Worked closely with AWS Account team and AWS Product SME’s to deliver specific product improvements.• Designed and executed AWS Training plan to upskill 35 internal Santander UK Contact Centre technical resources• Designed new Organisational Design for the Cloud Contact Centre Platform and associated role profiles together with revised Operating model to support cloud transition

Provided interim leadership to the Tech Platforms Architecture team through a period of transition. Delivered platform roadmaps across Life, General Insurance, Digital & Customer domains in support of the Aviva cloud transformation & modernisation.

Specialist knowledge in customer experience and the contact centre industry spanning over 25 years from the early on premise ACDs, IVRs, CTi and intelligent call routing to the current Cloud technology using Artificial Intelligence and Machine Learning capabilities.Designed CX AWS Amazon Connect Solution and transformation roadmaps for a winning RFP submissions.Created the CX product blueprint and roadmap strategy enabling the CX Go to Market offering collaborating closely with the AWS product and go to market owners resulting in a 100% increase of the CX revenue and the on-boarding of new clients.Enhanced the CX go to market proposition by setting key strategic partnerships and reseller agreements with significant industry players to complement the AWS Amazon Connect capability covering Workforce Optimisation, Voice Biometrics, Outbound campaign management & Knowledge Management

An active agitator and influencer leading the disruption across the UK Financial Services Contact Centre industry driving the first UK Major bank to adopt AWS Amazon Connect. A highly collaborative individual with a technical ‘hands on’ capability with a strong leadership ability in leading teams to build and deliver the right business and customer experience improvements using Agile and Servant leadership.Demonstrable experience and knowledge building software engineering DevOps teams using AWS cloud capabilities driving improvements in customer experience.

Accountable for technology provision into the Operations and contact centre functions within Personal & Business Banking

Leading the delivery of the Personal and Business Banking technology platforms and associated capability in support of the creation of the Williams & Glyn Bank:

Responsible for the technology service and platform provision into Business Banking and act as the interface between Business Banking, the Director of Technology and other Chief Administrator Offices across the Bank.Defining and delivering technology led change programmes for Business Banking with the accountability that the programmes achieve the projected business outcomes within time and budgets.

Built a high performing specialist Centre of Excellence team providing internal lean/sigma expertise to the wider Technology Services organisation and wider Group Lean Programme. Delivered in signficant run rate benefits through a combination of lean/sigma transformational project interventions and rapid improvements across the whole spectrum of the Technology service.

Lead the IT functions across both Italy and Germany from being a constraint to the business to an enabler of business growth with the successful business outcomes for both DL Italy and DL Germany through successful delivery of technology projects & programmes.

Lead the commercial and supplier agenda with the major global telecoms suppliers into the RBS group during a period of significant change using a number of innovative approaches to improve the end to end service across multiple suppliers removing significant annual run rate costs. .