Currently leading a squad of 14 people responsible for EE’s personalised help hubs in app and web, which reach 2m customers per month. Additionally, responsible for EE’s coverage, store finder and service status experiences.Achievements: - Reduced contact centre operating cost by £850k per year through launching a range of new digital support journeys- EE service status that helps customers identify and fix issues - EE coverage checker which supported the rollout of EE’s 5G network (CSAT increased from 4 to 6.5) - Achieved WCAG AA compliance on all journeys Accountabilities : - Setting the product vision and strategy, managing the backlog and leading app and web squads, to deliver digital experiences that reduce calls - Responsible for the outcomes of the Help and Support product range - Line management of Product Managers - Working with multidisciplinary SCRUM team, to take ownership of products from discovery to retirement - Managing stakeholders up to senior executive/director level - Working with Jira to manage the backlogs, including prioritisation and sprint planning - Collaborating with product designers to conduct user research and create user centered experiences - Using Adobe Analytics suite to measure product performance and identify opportunities

• Capturing Business and Technical requirements from a range of stakeholders using a number of elicitation techniques. • Documentation of requirements and creation of ‘As Is’ and ‘To Be’ process flow diagrams (using BPMN)• Management of requirements/product backlog using the relevant organisation tooling standards• Developing acceptance criteria and ensuring outcomes of the project have traceability back to the original requirement• Identify, document and refine user stories as part of the product backlog alongside the Product Owner in an Agile environment• Identify and analyse Business Rules and ensure that the requirements are congruent with these alongside organisational/project objectives• Liaise with colleagues and stakeholders from various geographies to ensure future solutions are suitable for a global organisation• Challenge stakeholder requirements to ensure that genuine requirements that fit within the scope of the project are recorded• Act as a consultant to development teams to ensure that the solutions take into account the needs of cross functional business processes

I returned to TNT in a new role after being approached by the Release Manager who I had worked alongside in my former role. My main responsibilities within my role are raising change records within the ITSM tool, documenting releases, building release packages using Nexus and building automated deployments. Further to completing my own role and responsibilities I also pick up a number of tasks from outside the remit of my own role. The tasks I also undertake would usually be picked up by a Release Coordinator however my manager has given my additional responsibilities including planning resource and date requirements for releases, release reporting, coordination of change activities (plus on-call responsibilities) and creation of deployment checklists. Within my role I use a number of tools such as Service Now, Bladelogic, Nexus, Oracle DDL logs.

The role was working within the Global Change Management Team as part of the Service Planning & Control Department. The role of Change Management is to mitigate the risk and impact of any change to a Configuration Item on the production environment. The main responsibilities of the job were authorising changes, managing the team mailbox, producing and sending Forward Schedules of Change, offering user support and developing Service-Now to enable the team to work more effectively. I was also responsible for managing the relationship between Central Change Management in the UK and our Australian colleagues. It was my job to ensure they were following the global process and working practices we had in place. Throughout the year I took on a number of tasks outside the remit of the role. This included a month long secondment to the Service Development team where I assisted in the role out of Service-Now globally and I was involved in a marketing campaign to gain awareness of the new system where I dealt with external companies to produce marketing material. I also worked on a large amount of documentation including updating all of the team’s documents to ISO9001 standard as well as producing new documents. During my time at TNT I was also responsible for a redevelopment of the Change function within the Service Now tool. This required me to redesign the change request form and the process of raising a change within Service Now. Over the course of the year I enhanced a number of my skills; My ICT skills grew significantly as well as my written and verbal communications. I have also been exposed to new software such as HP Service desk and Service-Now.