Jake Phillips Email & Phone Number

London, Gb

London, Gb

Leading the development and continual improvement of all digital touchpoints within the Royal Opera House offering. Responsible for digital design, delivery, software engineering, product management, digital analytics, data science, user research, pricing and event setup.- Launched Royal Opera House Stream, a streaming platform developed and managed entirely in-house, offering a world-class ballet and opera subscription service. The service is available globally across web (desktop, mobile, tablet), AppleTV, FireTV, GoogleTV and LG TV apps and includes casting capabilities with Apple AirPlay and Google Chromecast- Sponsored the introduction and rollout of Chord, the Royal Opera House design system. Leveraged this initiative to rationalise numerous microsites to a single shared platform, offering better UX, improved support and more frequent value delivery – all at lower overall cost- Led on the successful migration of an expensive and unsupported legacy stack to a MACH architecture, including moving to a new, more secure and cost-effective payment provider

Bracknell, Berkshire, Gb

- Product lead for the Waitrose Digital Customer and Mobile Apps domains. Senior business sponsor for Product security and public communications- Hired, mentored and led a team of high performing Product Owners; guiding them through a protracted and comprehensive period of transition by focusing on Product career paths, defining learning plans and championing a culture of experimentation and collaboration- Owned the continual development of the Waitrose Digital Product Community. This included encouraging open communication, setting clear expectations for growth and establishing a learn-it-all mindset of positive dissent- Defined and led the COVID-19 response across Waitrose Digital. This included outlining the strategy for all relevant Product teams, championing speed in proactive identification over establishing reactive processes, setting prioritisation levels for vulnerable customer groups, and management of stakeholders across Customer Care, Data Privacy, Analytics, Strategy, Trade, Retail, Marketing, Press Office, and the executive team

Bracknell, Berkshire, Gb

- Successfully planned, facilitated, communicated and delivered business critical slot booking aspects of a website replatforming programme on time, in full through a combination of discussion-stimulating problem management techniques, Agile estimation methods and effective release management- Championed Agile principles across the division; running Lean-Kanban basics sessions for IT Operations teams, teaching Scrum events and facilitation techniques to members of Retail Change and adopting and advocating ideas attained from Agile meetups within the Delivery Lead community- Coached three multidisciplinary Product teams from inception to maturity including recruitment and onboarding of Engineers and IT Architects, assisting new Product Owners with initial story writing, backlog refinement and creation of Product visions, and helping develop the teams’ understanding of our underlying technology landscape - Acted as a mentor to new Delivery Leads joining the community, both directly through sharing existing knowledge and key learning in the role and indirectly through demonstrating and encouraging high standards with regards to core values and Agile ways of working. Led by example throughout periods of pressurised deadlines and stakeholders challenging output to ensure that the methods were seen to work well when stretched- Established and enabled the first ever Waitrose distributed team working in a follow the sun model with Engineers based in San Diego, London, Porto and Chennai

Bracknell, Berkshire, Gb

- Accountable for Customer Fulfilment aspects of waitrose.com covering everything from the point of checkout to the customer receiving their goods either at their door or in a Waitrose shop- Led a team of 55 analysts and third party engineers both onsite and offshore- Responsible for identifying, prioritising, managing and promoting service improvements across the technology stack; ultimately reducing end user raised issues by over 90%- Owned the successful transition of services into production, ensuring operational engagement throughout the lifecycle from the initial requirements gathering phase to project closure and ongoing live support- Managed stakeholder expectations and priorities from across the business, including 160 picking shops and the dedicated Customer Fulfilment Centre- Owned the relationships with two suppliers who provide SaaS / hybrid-SaaS solutions

Bracknell, Berkshire, Gb

Short term, fixed length contract role:- Led the interfacing of Operations to Development, working to setup and support newly created product teams- Managed the platform support team and all non-production environments- Accountable for coordinating deployments, working directly with Scrum Masters, Product Owners and the Operations team- Implemented ITIL Incident, Change and Problem Management processes into non-production- Produced and established the IT Service Catalogue, as approved by the eCommerce Director- Defined and documented the eCommerce Service Delivery Operating Model- Mapped all supplier and internal escalation routes to service level agreements and key performance indicators to produce a Waitrose eCommerce Escalation Matrix

London, London, Gb

- Single point of contact 24/7 for coordination of all Incident, Problem, Release and Change management for Payment and Fraud and Order Fulfilment within the M&S.com operation.- Acted as M&S.com finance manager alongside this role, responsible for digital OPEX budget

Teaneck, New Jersey, Us

- Sole Change Manager for a £150million Digital transformation project with 25 vendors and 1000+ people

Teaneck, New Jersey, Us

- Multi-functional role with placements in Banking, Financial Services and Retail sectors