Sainsburys Contract.Senior Product Manager on Promotions

IT Product Owner of the lender stream.o Building relationships with 3rd party lenders (new and existing).o Identifying requirements for new lenders that were onboarding with ULS.o Working closely with the Director of Lender Services to win, deliver & support new businesses.o Demoing ULS tools to lenders.o Create training documentation for new processes being used by lenders.o Create implementation plans for new lenders.o Develop and maintain a product roadmap/backlog for lender.

Took some time away from my career to spend some time with my young family, whilst also looking for a new opportunity

I am currently a member of the Performance Ops team that looks into the performance of the UK and international websites. Providing access to systems to measure site speed as well as insights into the speed and possible improvements of the sitesResponsibilities / Achievements• Transitioned for BA/Performance Analyst to leading the team as a PO/Technical Product Lead• Manage 2 other team members that includes one supplier• Manage and prioritise the Perf Ops backlog• Moved Perf Ops from a Kanban to a Sprint model of Agile to allow requests from the business to be correctly prioritised against return• Supply access to mPulse and create bespoke dashboard for members of the business• Attend the .com weekly customer promise meeting and update them on how the site performed vs the previous week with regards to site speed. Giving them the timings, reasons for the change and what perf ops will be investigating in the coming week• created a spreadsheet to track the weekly performance of both buy and browse. Using this I feedback each Monday to the site speed working group how the main buy and browse pages have been performing week on week with regards to their page load• Identified the weekly page load threshold for the site to identify pages that need investigating.• Represent Perf Ops in the site speed working group• Define, document and communicate a process for requests to be made to the Perf Ops team

Multi-Channel Foundation Project - Project to migrate the UK website from an Amazon Cloud platform onto a new private Cloud platform owned by M&S.Key Roles and Responsibilities: • Identifying and documenting the As-Is and To-Be Processes• Gathering and documenting business requirements for the new website design and supporting applications• Working with SMEs and design teams to create the wireframes and visual designs for multiple areas of the website. Documented the functional specification documents for these areas• Support in training Capita users to use the content management system (CQ5)

Providing first line support to employees, suppliers and distribution centres for applications specific to Marks and Spencer, across all areas of the business, for example GM, Foods, E-Commerce and IT. As well as being first line support the role entails proactive work to try and improve the desks KPIs and service level to customers, through working with support teams to identify areas that need to be improved when it comes to the customer’s journey when logging an issue through to the issue being resolved.Responsibilities / Achievements• Service desks SME for the Amazon (M&S.com) applications.• Improved relationships between the service desk and the second line Cognizant E-Commerce Support team through fortnightly meetings.• Documented fixes and overviews of all Amazon applications that are used at first line to support users with Amazon issues.• Provided training for new starters on all of the applications that the service desk support, especially the Amazon Applications.• Worked with Vertex to improve the process and understanding of the order cancellation request process.• Keeping the Online discount queries and order cancellation requests within SLA.• Trained colleagues on the process of resolving the online discount queries that are emailed and resolved by myself so that if I was away they will be answered within the 48 hour SLA.• Working with the business to set up the support model for Usablenet, the mobile platform for the website, and also representing the service desk during weekly conference calls that discuss issues from the past week and actions for the coming week.

Providing first line support to a variety of employees who are based in the UK and abroad as well as distribution centres. The role required answering and logging IT related queries using the Assyst system. In addition to this it was required to implement solutions to the caller’s problems and if this was not possible get as much details about the problem and pass it to a second/third line team to try and fix the problem. As part of the role I was required to contribute towards the teams agreed KPI’s, which included call logging percentage and first time fix percentage.