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 developing a target operating model to enable a future transition through to BAU. My main areas of responsibility include:• 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

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 systems are services used by the Workplace teams across the estate. My main areas of responsibility included;• 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

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 migration of colleagues from Oracle to Workday, embedding new business processes and delivering new integration designs to other external platforms. The project also required a harmonisation of colleague terms and conditions, introducing new core and flexible benefits along with revised policies to support the operating model. Working with a team from PWC, my main areas of responsibility included;• 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• Working with the change team to produce user guides and operational procedures• Supporting business readiness activities and issuing appropriate customer communications

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 stream and leading on channel activity, I was responsible for delivering ‘New Bank’ designs, ensuring that they are fit for purpose and meet the needs of both Operations and customers. My main areas of responsibility included;Channels – Online, IVR and Telephony:• 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• Identification of impacts that will affect the bank and customers as a result of the migration• Impact analysis to enable mitigation and planning at migration event and beyond• Creation of temporary and exit processes to support migration and minimise customer impact during the event• Documenting COM to TOM mapping to provide visibility of the changes happening at migration

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 included;Customer Journey’s – Acquisition:• 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• Creation and management of Schedule of Events to ensure migration tasks and resource requirements are accurately tracked• Operational readiness planning including system requirements and roles based access controls• Pre and post implementation support including incident triage and senior management reporting• Lead lessons learned sessions, feeding back in to BAU teams for future change and ‘day 2’ delivery

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 within Customer Services where my deliverables were wide reaching and included;• 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• Supporting migration event design from a channels perspective to ensure our communication strategy was fit for purpose• Definition of the operating model to support the new business • Pre and post implementation support for programme delivery

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 for designing and delivering robust, fit for purpose changes which are in line with wider business strategies. My projects and responsibilities have included:General Insurance – Introduction of New Motor Products & Add Ons:• 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:• Undertake Competitor Analysis to understand and compare industry standards• Workshop facilitation to determine Risk appetite and assess legal implications• Analysis of 3rd Party solutions, providing a score system and summary to assist with ‘Request For Price’ process• Production of ‘As Is’ and ‘To Be’ process diagramsReassessment of ATM Provider:• Identification of key capabilities to help determine focus areas for change• Impact analysis to measure the risks of performing upgrades or moving to alternative provider• Workshop facilitation to understand strategic roadmap and requirements for future technologies

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 of tasks, working with stakeholders at all levels. As I became more experienced in this role, I was given additional responsibilities, working as a Change Manager to deliver larger scale projects. My changes, projects and responsibilities have included:Gemalto Business Continuity/Disaster Recovery:• 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• Management of numerous business and IT stakeholders throughout the full change lifecycle• Implementation planning, business checkout and post implementation review Postal Cheque Drop Box• Lead the Tesco Bank impact assessment activity, identifying impacted stakeholders and responsible for the production of the project Business Case• Workshop facilitation to gather requirements and define scope for the change• Third party (HSBC & RR Donnelly) management to ensure that suppliers fully met the requirements of Tesco Bank

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 2010, I worked as the Lead Telephony Analyst on the Current Account Programme to deliver an integral element of a new strategic product for the Bank. Role Responsibilities included: • 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• Defining Telephony Customer journey and IVR self service design• Delivery of process definition for use by the Programme and Operational Business Teams• Production and maintenance of Terms of Reference and RAID log documentationKey achievements out with this Programme include;• Supporting delivery of Telephony for Tesco Bank Savings product launch• Supporting delivery of Telephony for Savings & Loan migration from RBS

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 was responsible for providing a holistic view of all system Projects through work stream ownership and management of sub Business Support deliverables.Role responsibilities included:• 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• Ensuring Business Continuity and Disaster Recovery are considered when applying solutioning Top achievements in this role include managing high profile strategic telephony and system changes as part of the HBoS and Lloyds Integration Programme:• 2010: Mortgage Telephony Integration – cross heritage migration on to common telephony platform.• 2009/2010: Project Quest - Site Rationalisation for Retail Mortgages.• 2009/2010: Project Imperium – New online Broker system.

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 Business Units and third party suppliers to identify and improve technologies and processes in line with compliance to deliver operational excellence. Lead, motivate and develop a team of 7 Analysts to maintain support service standards and provide a first class service to the Operation.My top achievements in this role include:• 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