Laura Finlay Email & Phone Number

Worthing, GB

Worthing, England, United Kingdom

Key to the success of the Transformation Office portfolios, enabled through developing strong influential relationships from the Executive team down. People management accountability for 2 direct reports.

Wellington, Wellington Region, New Zealand

• Expanding my business skills, I took on the role of primary advisor to the Consulting business as well as driving the development and implementation of a new HR system. Key Achievements:
• Led the business through multiple employee relations matters.
• Acting as quasi-product owner, drove the delivery of the HR ServiceNow platform into the business.
• Developed a strong understanding of HR principles and quickly built the trust of my business unit.

Wellington, Wellington Region, New Zealand

Relationship manager and key contact for major clients in charge of key strategic initiatives.

Wellington & Wairarapa, New Zealand

• Led and grew mutual value as owner of key partnerships with a focus on customer retention ($20m revenue) delivering value for customers, shareholders and partners. Led high performing agile squads to deliver on.
• Developed and delivered a partnership strategy redesign resulting in a contract resign.
• Project owner for the transition from one partnership to another for a new broadband business, enabling rapid growth and multiple accolades within the industry.
• Reduced annual wholesale costs by 10% by leading negotiations to deliver multi-million-dollar contract resulting in an enhanced internal and external CX.
• Led a 30,000-customer migration project with zero customer impact.
• Established commercial strategy to deliver 4-fold improvement in EBITDAF in 5 years.

Wellington & Wairarapa, New Zealand

• Setting strategy for and leading external sales channels including our affiliate marketers and our direct Sales teams. Managing a budget of over $5m to deliver within the mass market, B2B and B2C portfolio.Key.
• Ownership of 10+ sales channels including a direct sales team.
• Delivering >33% of mass market sales within budget.
• Developed and led strategy delivering 50% opex savings with no impact on sales.
• Complex contract management – bringing on new partners and finalising contracts.

Wellington & Wairarapa, New Zealand

• Leading the development, delivery and management of all residential propositions to market.Key Achievements:
• Developed the product space from its infancy, providing structure and cohesion.
• Developed and led the strategy for key customer retention activity to deliver over 90% retention through key lifecycle moments.
• Led team to developed and deliver multi-product propositions to market within budget, on time and exceeding KPIs.
• Product expert for supplier transition, championing customer led product design.

• Responsible for developing and managing products to support an increase in sales and customer retention through an improved customer experience.Key Achievements:
• Led new product launch including development of pricing strategy.
• Product management including all market and regulatory updates.
• Delivered Research project on customer experience.

Glasgow, Scotland, United Kingdom

Positions Held:Jan 15 – May15 ​Domestic Credit Customer Care Team ManagerMay 14 – Jan 15: ​Energy Services Product DeveloperJan 14 – May 14: ​Metering Service OrganisationSep 13 – Jan 14: ​Service Experience and Development Team