Jade Usher Email & Phone Number

United Kingdom

Edinburgh, Scotland, United Kingdom

IT Analyst working within the API & Services team.

Edinburgh, United Kingdom

Worked on multiple projects that include a telephony platform migration, the Tesco Clubcard Plus subscription proposition, and the PSD2 programme

Edinburgh, United Kingdom

* Solely lead on the analysis and creation of structural architecture within an internal ETL tool to provide a flexible, sustainable meter read and asset management between meter reading partners and Business Streams billing system* Lead workshops and created options papers for a group of senior stakeholders and SMEs from across departmental areas to agree an approach for changing core estimation functionality within Business Streams billing system* Lead the analysis, workshops and creation of business and functional requirements to implement a new way of generating estimate reads within Business Streams billing system, alongside providing testing support, the creation of communications and development of training materials for implementation* Completed analysis and requirements to progress several small change initiatives through to implementation* Built relationships with head of departments within Operations to deliver prioritised IT solutions as part of a programme of change, managing expectations with regular progress reports and stakeholder management meetings

* Solely ran two projects under IT secondment, creating template customer correspondence and multiple business requirements for internal system automation and integration* Created, tested and implemented new customer contact forms on our website* Led the design through to implementation of many Standard Operating Procedures (SOPs)* Initiated and led a SOP Coordinator Forum for SOP owners across the business to increase cross-departmental working, knowledge share and support provided to SOP owners* Created 10 month plan of business-wide 'Projects and Governance’ activities* Took over the management and upgrading of our internal process improvement log, alongside providing business-wide support to employees to progress and implement their improvement ideas* Responsible for the creation of a Lean Maturity Matrix and ‘Lean Lenses’, including breakdown criteria for internal lean assessment * Identified Sustainability audit materials and prioritised implementation schedule* Following process reengineering, I became responsible for coordinating and supporting sustain activities for a cross-departmental internal process* Team user for Tableau (data visualisation tool)

* Adopted Lean methodology and template reengineering approach for fast-paced transformation project* Led the facilitation of as-is and to-be process mapping sessions with the business support functions* Ran Critical Issue Workshops to capture the ‘voice of the customer’ with teams business-wide* Managed fortnightly reporting as well as risks and issues of my process reengineering opportunities* Worked with peer groups to agree and document standard processes, removing waste where possible* Created Standard Operating Procedures (SOPs) that were praised by multiple stakeholders* Supported multiple SOP opportunities from design through to implementation and sustain activities* Worked with team managers up to the CEO to design and create Performance Boards (MI reports)

Edinburgh, United Kingdom

* Managed our policy and process repository system and reporting* Created process maps, procedures as well as front and back office guidelines for new employees* Managed stakeholders within our Business Governance Forum to ensure process changes were agreed* Identified and carried out transfer-out audit actions with praise from our wholesaler* Managed all zero-hour contracted staff and timesheets* Produced, analysed and distributed Customer Operations reports to all levels of management* Received training to forecast accurate daily, weekly and monthly call volumes for the contact centre

* Solely managed core processes within Customer Operations* Attended wholesaler meetings with the head of department to discuss process issues and improvements* Improved rejection rates on our charitable exemptions process

Full-time nightshift.

Cosca Certificate In Counselling, Counselling

Higher Education/Higher Education Administration