Kerry D. Email & Phone Number

Leeds, Gb

Leeds, England, United Kingdom

• Responsible for the successful end to end delivery of medium and large projects from projectdefinition and set-up through all execution stages including handover to BAU support and business teams.• Leadership and day to day assignment management of allocated project resources acrossmultiple internal technology and business functions and external suppliers• Successful application of project management methods to ensure delivery to time, cost, quality and scope.• Management… Show more • Responsible for the successful end to end delivery of medium and large projects from projectdefinition and set-up through all execution stages including handover to BAU support and business teams.• Leadership and day to day assignment management of allocated project resources acrossmultiple internal technology and business functions and external suppliers• Successful application of project management methods to ensure delivery to time, cost, quality and scope.• Management of stakeholder expectations and communication of progress and issue resolution.• Supplier engagement, purchase orders and co-ordination of contract delivery as required.• Provision of coaching and mentoring as required to project teams to enable delivery.• Governance and control of project delivery and input into core governance structures• Adherence to change control, security and legal/compliance requirements.• Resource & Budget management and reporting for all projects. Show less

Leeds, England, United Kingdom

• Created, planned and implemented project roadmaps to deliver improvements to customer experience.• Rigorously explored customer journeys and processes to uncover pain points and opportunities.• Collaborated across functions both UK and Offshore to agree and prioritise project workstreams.• Successfully delivered multiple initiatives and improvements across sites to achieve success measures agreed.• Managed and maintained all project documentation and communications.•… Show more • Created, planned and implemented project roadmaps to deliver improvements to customer experience.• Rigorously explored customer journeys and processes to uncover pain points and opportunities.• Collaborated across functions both UK and Offshore to agree and prioritise project workstreams.• Successfully delivered multiple initiatives and improvements across sites to achieve success measures agreed.• Managed and maintained all project documentation and communications.• Provided key updates to senior business leaders and stakeholders.• Demonstrated clear, sustained improvement in customer satisfaction scores (NPS), Business KPIs and Operational OKRs.Examples of Programme and Project benefits achieved:40-point uplift in first bill satisfaction scores53% reduction in fraud complaints69% reduction in disconnection/transfer refunds required Show less

Leeds, England, United Kingdom

**See O2 entry below for details**June 2021 saw the merger of Virgin Media and O2 UK businesses

Leeds, England, United Kingdom

• Successful delivery of the Customer Service project change roadmap across multiple sites and countries.• Managed, controlled and governed all projects, programmes and initiatives impacting the operation. • Owned and implemented change governance continuous improvement roadmap and process changes.• Supported delivery of urgent and prioritised projects and change.• Produced forecasted views of project activity based on channel roadmaps.• Tracked change capacity and project… Show more • Successful delivery of the Customer Service project change roadmap across multiple sites and countries.• Managed, controlled and governed all projects, programmes and initiatives impacting the operation. • Owned and implemented change governance continuous improvement roadmap and process changes.• Supported delivery of urgent and prioritised projects and change.• Produced forecasted views of project activity based on channel roadmaps.• Tracked change capacity and project resource to manage demand against actuals.• Provided regular reporting updates to senior stakeholders and business leaders.Examples of Lean 6 Sigma improvements achieved:Project change request processing times reduced by 48% (Simple) and 19% (Complex)Impact Assessment Right First Time increase to 94% (+23%)60% reduction in project change demand following business-critical review of all roadmaps Show less

Leeds, England, United Kingdom

• Leadership of the Change Integration department from initial set-up to supporting all aspects of project planning, delivery and embedment for the Business organisation• Provided project and programme management for core projects and key product launches across the business. • Produced customer journey maps for projects to demonstrate pain points and mitigation.• Designed and implemented full toolkit to explore customer experience across the project lifecycle.

Leeds, England, United Kingdom

• Various Operational management roles within Consumer, Business and Back Office Support functions. • Learning and Development Project lead for all Customer Service initiatives.

Bsc (Hons), Biological And Biomedical Science

BSc (Hons) Degree : Biological Sciences : Human Biology DIS (Diploma in Industrial Studies) : Business with French.

Pgd (Postgraduate Diploma) Biomedical Sciences

PgD (Postgraduate Diploma) Biomedical Sciences

Msp Programme Management, Practitioner

Prince 2 Practitioner

Prince2 Foundation

Citp, Certificate In Training Practice.

Activities and Societies: CIPD - Associate Member