Joseph Murphy Email & Phone Number

London, GB

London Area, United Kingdom

Sydney, New South Wales, Australia

• 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.

Sydney, Australia

• 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.
• 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.
• 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.

Brisbane

• 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.