Jennifer Hoad Email & Phone Number

Glasgow, Gb

London Heathrow Airport, England, United Kingdom

 Accountable for a transformational delivery that includes multiple initiatives Established and leading change team from its inception, including recruitment and development of team members, both internal and external Directing the change strategy for transitioning the organisation to a product-led approach, driving adoption through the technology change portfolio Organisation and facilitation of quarterly “Keep in Touch” events for over 400 British Airways IT colleagues to foster effective communication and engagementQuarterly pulse surveys to gauge change adoption and effectiveness, resulting in an 8% increase quarter on quarter on eNPSCollaboration with the Leadership Team to establish Objectives and Key Results for British Airways Delivery, aligning with the overall organisational goalsDesign and implementation of change blueprint, incorporating Agile ways of working methodologies to streamline delivery Developed and implementing a comprehensive change strategy for the British Airways’ transformation into a data led operation, focussing on people change which accounts for 70% of what is required to enable the Next Gen strategyProvided vision, direction and focus for teams with clear targets to evaluate success againstLead the rollout of new applications, processes and technologies across British Airways Operations to unlock the capabilities to deliver the business goalsShifted mindsets and behaviours through coaching and mentoring to support adoption and embed a data driven mindset to enable users to utilise new capabilities and tools

Guildford, England, United Kingdom

 Led the transition of the Strategy & Investment capability area whist supporting the transformation of Agile Portfolio Operations and Lean Governance Engaged the Change and IT community to embed the new ways of working, leading transition workshops, refining artefacts, and providing a feedback loop for continuous improvement Creation of Strategic Portfolio Reviews to focus on value and how to remove impediments to achieve it Creation of Quarterly Investment Committee, redesigning how the Allianz Board prioritised the portfolio using best practice from SAFe for investment decision making

Guildford, United Kingdom

 Leadership of employee workstream to successfully implement hybrid working to c.4000 employees through executive briefings, development of teaming toolkits, introduction of persona’s Influenced colleagues and peers to support the mindset change that was required to make the New Work Model a success Created the Change Management Framework now used across Allianz for delivery Delivery of Underwriting Dashboard using data enrichment and automations solutions

London, United Kingdom

 Creation and delivery of customer centre road map, working closely with user groups, internal and external suppliers within Virgin Atlantic and Delta including customer centre leadership team Shaping of business cases ready for delivery execution, handing over to project managers and supporting them  Leadership of change management maximising customer experience and business profitability improvements aligned to the 2020 strategy  Support of cross portfolio dependencies through the management and co-ordination of international stakeholders at Virgin Atlantic head office, Call Centre and Delta Airlines head office in Atlanta  Responsible for monthly technical release of Reservation System

 Responsible for alignment of the Technology roadmap, strategy and business objectives with oversight of delivery, ensuring technology solutions meet business objectives and are delivered on time and within budget time to corporate standards Leadership of multi-disciplinary projects  Detailed delivery planning and scheduling of resources, ensuring that the project’s critical path and key dependencies are clearly identified, communicated and reviewed within the overall project plan Identification of risks and issues across multiple projects, implementing mitigations and resolutions, both to ensure awareness of leadership and business risk teams, and to ensure delivery to time, cost and quality measures

Crawley

 Lead role in deploying new passenger service system Air4 to Virgin Atlantic Airports, replacing all existing VAA Customer journey management systems from booking to dispatch Creation of project plan for deployments, setting clear objectives to relevant stakeholders to ensure agile delivery of both the technology and project

Glasgow International Airport

2013- 2015 (Promotion): Supervisor for Virgin Atlantic AirwaysResponsible for all pre and post flight preparation activities, staff resource allocation, briefing of check-in team ahead of flight operation, management of check-in operations, ancillary sales management and flight close down2012 -2013 (Promotion): Check-in and Gate agent for Virgin Atlantic AirwaysCustomer facing role, delivering the Virgin Atlantic customer journey from check in to aircraft dispatch at the gate. Support of VAA operation at London Gatwick and Edinburgh when additional resource required2011-2012: Check-in agentCustomer facing check in role, delivering the customer experience to the individual requirements of multiple airlines, including Emirates and Air Transat

Bachelor’S Degree, Psychology, 2:1

Education record