Michael Black Email & Phone Number

New York, NY, US

• Working as a Business Analyst to help create a robust incident management framework, bringing consistency across the Phoenix group in delivery of incidents, complete rectification for a number of historic incidents and.
• Ensuring fair and consistent customer outcomes by swiftly responding to incidents
• Providing clear reporting and robust evidence/governance, ensuring continued confidence in incident delivery
• Presenting check and challenge sessions at Design Authority and Steering Group throughout incident lifecycle
• Creating bespoke communications to be issued to customers upon incident resolution

Edinburgh, Scotland, GB

• Working as a Business Analyst as part of the TSA Exit programme that will see Standard Life Aberdeen become independent from The Phoenix Group. The role focusses on the transition of UK based premises and associated.
• Defining project scope and shaping package of required work
• Requirement elicitation and definition with senior Workplace stakeholders
• Production of options papers for key services (Lifts & Building Management System) to enable steering group decisions
• Driving the design of a new solution and processes for buildings access to replace decommissioned system
• Assisting the novation of contracts required for separation activity

Edinburgh, Scotland, GB

• Working as a Business Analyst on the Standard Life Aberdeen Global HR transformation and integration programme, delivering Workday as the strategic people platform for the new organisation. The project involved the.
• Facilitation of process design sessions with HR SME’s
• End to end process mapping of the designed processes at the appropriate level to aid user guide production
• Production of a taxonomy across all HR processes (system/non-system) to underpin the newly designed processes
• Design and ownership of share plan integrations to support roll-out to full colleague population
• Analysis of complex customer data to ensure a seamless transitional journey

Edinburgh, Scotland, GB

• Working as a Business Analyst on a large-scale credit card migration programme that seen Sainsbury’s Bank decouple from Lloyd's Banking group to move on to a TSYS provided platform. Aligned to the Customer Service work.
• Design of new bank IVR and call routing, introducing benefits from source to target operating model whilst minimising customer impact
• Design of new online screens and messaging content, incorporating feedback from existing design
• Documenting revised processes to enable agent call handling and downstream back office activity
• Review and sign-off on all channel test scripts, including defect management during build phase
• Delivery of training material and colleague communications to support design changes Migration Impacts

Edinburgh, Scotland, GB

• Working as a Business Analyst to support the stand-up of Sainsbury’s bank new Loans on target systems whilst developing temporary and transition processes to maintain the Loans back book. My key responsibilities.
• Lead the design of the acquisition journey for new bank, bringing together a wide variety of stakeholders to agree the end to end process
• Creation of an acquisition matrix, outlining every scenario that can be taken during the application process
• Development of business requirement documentation to enable credit risk system strategies to be built
• Creation of test cases to validate requirements and system build
• Production of use cases to provide a clear visual representation of the various customer journeysMigration Activity

Edinburgh, Scotland, GB

• Joined Sainsbury’s bank as a Business Analyst assigned to the migration programme that would result in the creation of a standalone bank, post exit from Lloyd's Banking Group. The role aligned me to the Savings product.
• Interpretation of design documents to help bridge gaps between source and target systems
• Identification of critical business processes and mapping them from current operating model to target
• Working with architects to ensure design met requirements and solution options were correctly syndicated
• Identification of dependencies on other programmes and managing a log to ensure these were tracked
• Representing Customer Services on all channels work which included IVR, Telephony and Online

Edinburgh, Scotland, GB

• I was promoted within the Change Team where my role now involves the management of business analysis and design of functional and procedural changes for medium to large sized projects and programmes. I am responsible.
• Workshop facilitation to define Project scope and identify requirements across multiple business areas
• Creation of the Detailed Business Requirements Document and Requirements Traceability Matrix
• Playback sessions held with IT, Digital and 3rd Party to ratify requirements and enable accurate impact assessment
• Drive forward Operational readiness, telephony strategy, training material and updates to business processes
• Contribution towards project test strategy and defect managementDigital Signatures for Core Banking Products:

Edinburgh, Scotland, GB

• I joined the Tesco Bank Core Banking Change Team as a Business Analyst and was aligned to the Payment and Reconciliations work stream. The diverse nature of these Business areas allowed me to experience a wide variety.
• Managed the project from initiation through to the development of the Business Case resulting in funding approval for the Detailed Design & Build phase of the project
• Stakeholder identification and management (internal and third party)
• Responsible for delivery and approval of the required lifecycle documentation including Terms of Reference, Business Requirements Specification, High Level Solution Design and Project Stage Plan
• Workshop facilitation, regular project reporting, budget management, risk and issue identification and escalation Release Management (Payments Small Change Work-stream)
• Involved in the scoping of a multi change Release and accountable for the successful delivery of numerous Change Requests initiated by the Payments & Reconciliation Operations and the Enterprise Payments teams

Edinburgh, Scotland, GB

• I joined Tesco Bank prior to the launch of their first product as a standalone bank and played a pivotal role to ensure the Telephony systems and customer journey were appropriate for the Banks needs. From December.
• Industry benchmarking and competitor analysis
• Working with IVR specialists (EIG) to conduct Usability studies and ‘Wizard of Oz’ testing
• Capturing, analysing and challenging requirements for all Programme work streams
• Influence and definition of scope for IVR self service functions
• Production of Telephony Business Requirement Document for use by Cable & Wireless and I.T Teams

London, UK, GB

• As subject matter expert, this role required me to lead and apply appropriate system solutioning to enable the delivery of key strategic projects, supporting the business strategy to enhance the customer experience. I.
• Managing key milestones to ensure end to end delivery
• Attending and participating in requirements gathering workshops, identifying solutions that meet delivery timescales
• Understanding stakeholder’s needs and bridging the gap between different levels of stakeholders; knowledge and needs
• Highlighting key risks to the Project, providing mitigating actions and solutions as appropriate
• Providing project governance to ensure common telephony objectives are met

• Accountable for developing and implementing telephony routing solutions which enhance the customer proposition and overall effectiveness of Mortgage Operations. Establish, develop and maintain relationships with other.
• Project Ottoman – re-location of circa 150 colleagues between sites
• Children in Need – management of dedicated telephony lines for Mortgage Operations, during high profile event
• Project Gold – implementation of new telephony platform and components for Intelligent Finance