Jane Mccarry Email & Phone Number

Newbury, Gb

Newbury, England, United Kingdom

Led a team of design experts ensuring the delivery of optimal omni-channel Customer experience, focussed on right-channelling and first/contained contact resolution through alignment of front stage and back stage design; Successfully worked closely with Operational and IT teams to explore and align on technology modernisation and delivery roadmaps to best fit Customer and agent future needs (Agent X, Cloud, Release on Demand); Aligned to the Service Design & User Research functions, applying design thinking methodology to the design of all defect fixes, new product development and transformation programmes

Led c50 design, test and triage specialists responsible for assuring the E2E Customer and agent experience for all production defect remediation, new product development and transformation programmes; Ensured rightsized team for forecasted demand leveraging onshore and offshore resources and reducing total cost of ownership; Owned prioritisation of production defects, managing backlog and the related root cause analysis; Owned UAT and DVT for all CCS deployments ensuring a reduction in live issues; Delivered E2E operational transformation across the Business and IT for defect remediation resulting in significant improvement to speed of resolution and quality of outcome for Customers and agents; Set the foundation for the Customer Experience Transformation Programme, targeting complaint drivers and the related Customer experience challenges with a focus on regulatory impact

Led a team of design experts assuring the alignment of technical solution designs across production defect fixes, new product development and major transformation programmes, ensuring delivery of optimal Customer experience for omni-channel Sales and Care journeys; Primary focus on re-use, simplicity, the adoption of agile design methodology to maximise return on investment and minimise technical debt; Alignment of designs to key strategic drivers including the launch of the VOXI brand and introduction of loan management and eSIM capability to the consumer product portfolio; Design of core capability to support the re-platform of the Vodafone UK SME Customer base, including large order management and complex revenue management and billing functions; Successfully setup the cross-functional Customer Experience and Networks Interlock programme focused on reducing networks related Customer complaints

Led a team of design and Customer Journey experts responsible for defining and assuring the optimal Customer and agent experience for the CRM, Order Management, Provisioning and E2E Billing flows in the Oracle BSS/OSS ecosystem for defect fixes, new proposition launches and strategic programmes; Successfully setup and embedded the use of a CX scoring framework for new proposition launches; Key achievements in this period included the delivery of guided agent journeys to 5000+ Sales and Care agents through design and deployment of Siebel Open UI (Halo) and a complete redesign of the CCS consumer bill format and related digital care experience

Successfully led the design and assurance for the E2E billing flow delivered through a £multi-million, multi-year transformation programme (NewCo) standing up a E2E Oracle BSS/OSS ecosystem to support Vodafone UK's consumer Customer base; Aligned to the TM Forum eTOM process framework, working closely with suppliers, partners and system integrators to ensure the optimal outcome for operational teams and Customers; Delivered a flexible ecosystem enabling accelerated delivery of future products/services and capabilities; Delivered 100+ simplifications and improvements including bill format consolidation, credit code reduction, single bill for multiple product sets and fixed line/mobile integration

Assured the accuracy and robustness of the E2E usage and billing flow from the network through mediation, rating, billing, invoicing and cross-channel bill presentment for all new product development, platform upgrades and strategic programmes ensuring compliance with regulation (OFCOM and BABT); Led design for £multi-million major billing platform simplification, decommissioning and infrastructure consolidation programmes aligned to simplified strategic architecture vision; Led a £multi-million legacy billing outsourcing programme, liaising with major suppliers and operators, laying the foundation for the Vodafone UK BSS/OSS ecosystem transformation; Gained a detailed understanding of PAYM, PAYG and IoT billing arrangements across the Consumer, Enterprise and Wholesale Business units; Worked closely with partners (Amdocs, Oracle, Digital Route) and internal IT development teams to influence their product roadmaps; Worked with Enterprise Architecture teams to shape the end-state of the strategic billing ecosystem to meet capacity and requirement demands of consumer and business Customers; Recommended and implemented a number of local improvements for configuration and suspense management (usage and provisioning), reducing annual revenue leakage by over £500k pa and optimising system and user performance; Implemented a number of operating model design changes ensuring efficiency and to enable root cause analysis of production issues

Led research in to new and evolving radio interface technologies including GPRS, EDGE & 3G; Produced a number of whitepapers exploring new technologies - DVB-H, HAPS and mobile location-based services, findings verified through modelling and trial activities; Represented Vodafone UK in Research Programmes across Vodafone Group OpCos and GSM-A and IEEE standards forums; Provided consultancy to Business teams on evolving technologies and opportunities for product development; Represented Vodafone UK in WISE (Women in Science and Engineering) initiatives with a focus on advocating science and engineering further education in local schools

Responsible for E2E design, development and test of software tools for existing and emerging technologies for radio coverage, frequency planning and network optimisation (UNIX OS, C, C++, SQL and OO design); Direct influence on radio network strategy and investment prioritisation; Provided consultancy to Vodafone UK Radio, Networks and Billing teams and Vodafone Group OpCos on coverage and quality issues ensuring best in class service for Customers and driving investment decisions; Established a wide skillset across system architecture and design, systems integration, programming, project delivery lifecycle management and technology strategy planning