• Produced requirements for new Car Loan SAP product, working with a team of SAP and API code engineers. Focused on connectivity of new product in existing Salesforce CRM platform.• Involved in workshops focused on new entity and product creation in Master Data Management, ensuring data integrity for new entities and accounts in Master Data Management.• Lead Business Analyst for API integration of new Car Loan Document management platform - produced requirements by working with multiple "business" oriented teams to understand current state, built requirements for future state on new platform and ran UAT sessions for business approval.

• Lead Business Analyst creating a complaint case management platform in Salesforce CRM. Led workshops to analyse current state in legacy platform, future state ideation and created user stories and requirements for salesforce developers. Led fortnightly senior stakeholder approval sessions for UAT, heavily involved in BAT.• Business Analyst for ‘Assisted Chat’ pilot using Salesforce – led initial scoping of work and gathering requirements, ideal state ideation, and heavily involved in go live launch, UAT and reporting creation for real time monitoring of chats post go live.• Lead Business Analyst implementing an Avaya call back system on 20+ phone lines and teams across the bank, scoped requirements by team, created user stories and requirements gathering.• Product Owner for Digital Adoption -ran 4 streams of work focused on implementing Digital adoption across the bank, led the update of contact us page to prioritise self-service, worked with Marketing to deliver an adoption campaign and analysed and synthesised digital adoption data to understand focus areas.

• Complaint handling for all retail banking and some wealth management products. • Personally managed complaints and escalations with customers directly to reach a resolution and avoid further escalation to the third-party regulator.• Worked in a 20-person team to distribute and resolve complaint cases, as well as address root causes of complaints with the wider bank.