John Braithwaite Email and Phone Number
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Experienced business analyst delivering significant value to customer experience and improvement projects in financial services, utility and retail sectors, through process improvement, business analysis and insight skills which focus on customer experience & stakeholder engagement. A proven track record of delivery in regulated industries, understanding and balancing customer and operational requirements with business objectives. Knowledge & Experience:Financial Services:- Customer experience journey mapping- Customer Insight Research- Process Improvement within global organisations- Treat Customers Fairly measures and monitoring- Mortgage operations and debt management end to end processesUtilities:- OFGEM Retail Market Review- SAP Product Launch and Price Change Processes- SAP CRM Sales & Marketing- SAP ISU BPEM- SAP Correspondence- Doc1 Output ManagementRetail:- Contact Centre Process Improvement & Transformation- Third Party Logistics integrations - CRM and Telephony implementationsSkills:- Business analysis- Process improvement- Lean Six Sigma (Green Belt)- Customer journey transformation- Business transformation- Change management- Project management (APM Practitioner and Associate Member)
Brooks Bay Consulting Limited
View- Website:
- brooksbayconsulting.com
- Employees:
- 1
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Lead ConsultantBrooks Bay Consulting LimitedLondon, Gb
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AssociateCross 8 Oct 2022 - PresentManchester Area, United Kingdom -
Lead ConsultantBrooks Bay Consulting Limited Sep 2009 - Present
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Lead Consultant & DirectorBrooks Bay Consulting Aug 2009 - PresentStaffordshire, England, United KingdomProviding business consultancy services to the financial services, energy & retail industry with 20 years experience in project delivery as project manager, business analyst, account manager & commercial manager.
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Commercial & Contracts ManagerM&G Plc Jul 2020 - Oct 2022London, England, United Kingdom -
Business AnalystComputershare Loan Services Jul 2017 - Jul 2020Skipton, North Yorkshire, United Kingdom- Working on the Business Readiness work stream of Project to migrate customers on to new account management platform -
Business AnalystHsbc Nov 2016 - Jul 2017Sheffield, United Kingdom- Delivered process improvement in global IT function to reduce time spent on non-productive tasks by 17%.- Engaged with teams in India and Hong Kong to identify opportunities to improve customer experience and operational efficiency. Measuring performance to quantify the benefits to prioritise initiatives for deployment.- Gathered requirements and facilitated the solution design to rollout a regional change management and privileged access process to the rest of the world as a result of regulator review. -
Business AnalystComputershare Sep 2013 - Oct 2016Bingley- Contract to map, monitor and improve UKAR Customer Journeys- Defined the mapping standards and lead a team of process improvement consultants to map the UKAR Customer Journeys- Embedded the Customer Journey framework and dashboards within the UKAR senior leadership governance to ensure that decisions made improve customer outcomes - To ensure that Customer Journeys are aligned and complementary to the wider Conduct Risk framework -
Lead Business AnalystNpower Sep 2009 - Aug 2013Leeds, United Kingdom- OFGEM Retail Market ReviewLeading the Solution Design work stream to identify and implement the revised Product and Bill Customer Jorney solution defined within the OFGEM Retail Market Review.- SAP CorrespondenceManaged the Correspondence work stream through the rollout of a utility transformation programme to successfully implement the Invoice and Correspondence suite.- SAP ISU BPEMManaged and coached a team of experienced Advisors to deliver 300 help text and local working practise documents for SAP Exception Management to time and quality standards.Designed and Quality Assured process Workflow Exceptions to ensure design standards were achieved and deadlines for the design phase were met.- SAP CorrespondencePlanned and delivered to time and quality standards the requirements and design for the correspondence solution in the SAP utility transformation project. -
Account Director - Retail - ContractLexisclick Online Marketing Nov 2008 - Aug 2009 -
Senior Business Project ManagerHome Retail Group Plc Jan 2001 - Aug 2007- Business Change Project Manager for £16m order and exception management system- Managed team of Business Process Analysts to successfully deliver requirements definition and business processes mapping work streams to time and budget.- Line management of a team of thirty Process Analysts, Test Analysts and Project Managers ensuring resources aligned to business priorities -
Process Improvement & Tactical Project ManagerArgos Oct 1997 - Dec 2000- Identified, designed, tested and implemented over two hundred process improvement changes within the tactical development programme to support the contact centre and logistics operations.- Successfully project managed the complete redesign and implementation of Argos’ White Goods fulfilment solution - Responsible for requirements definition for replacement of Telephony System in three hundred seat Contact Centre
John Braithwaite Skills
John Braithwaite Education Details
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Frequently Asked Questions about John Braithwaite
What company does John Braithwaite work for?
John Braithwaite works for Brooks Bay Consulting Limited
What is John Braithwaite's role at the current company?
John Braithwaite's current role is Lead Consultant.
What is John Braithwaite's email address?
John Braithwaite's email address is jo****@****r.co.uk
What schools did John Braithwaite attend?
John Braithwaite attended University Of Leeds.
What skills is John Braithwaite known for?
John Braithwaite has skills like Business Process, Business Analysis, Business Transformation, Stakeholder Management, Project Delivery, Change Management, Requirements Analysis, Business Process Improvement, Crm, Integration, Project Management, Process Improvement.
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john Braithwaite
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John Braithwaite
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