-Led 10+ Agile Scrum teams (max three at any one time), based in the UK and India, in developing both new digital products and replatforming existing solutions. For example, onboarding a new third party supplier to provide enhanced transaction detail to the 3m+ active users of the mobile app and migrating the web-based customer account platform, with 1m+ active users, to a modern technology stack.-Facilitated all key Agile ceremonies at a team-level including Sprint Planning, Daily Stand-Up, Sprint Review, and Sprint Retrospectives and Scaled Agile Framework (SAFe) ceremonies such as PI Planning and Scrum of Scrums.-Ensured that all delivery risks, blockers and issues were identified, socialised and resolved promoting on-time and in-budget delivery.-Utilised Jira, EasyBI and Confluence to implement a suite of metrics to measure team effectiveness and highlight waste and inefficiencies. On average this increased Sprint Velocity by 10-20%.-Successfully coached teams to develop their knowledge of Agile and become more self-organsing. For example, coaching teams to adopt the user story mapping technique to ensure intent was fully understood, was explored from a customer-centric view and identified smaller, releasable slices of value that allowed for shorter intervals to inspect and adapt

-Created and maintained the appropriate project governance structure as well as anticipated and managed risks, dependencies and issues and drove solutions to overcome them.-Championed the needs of Capital One customers and agents by providing a voice to Customer Operations.-Clearly communicated and coordinated with Technical Programme Managers to develop accurate definitions of intent, delivery approach and milestones for technology-focused change.-Built and leveraged a network of experts in systems and processes to provide a greater understanding and anticipation of the operational impacts from wider business change.

-Created and maintained all process documentation and training material for associates at a third-party supplier that responded to PPI mis-selling complaints from customers.-Delivered all training to these associates both remotely and in person.-Managed projects which together provided an annual cost saving of £250K.-Key performer on other projects such as the creation of an online tool where customers can enquire if their account had PPI, the introduction of large scale rule changes from the FCA following the Court’s ruling in Plevin v Paragon Personal Finance Ltd and the creation of a PPI outbound dialling call centre in Bangalore, India.