Collaboration with the BT M2M & IOT team to bring a connectivity solution for a new home security product to market.Outline the digital (web & app) requirements for both new customer sales journeys and in life service journeys, ensuring a sharp focus on CX.Managing the product development with 3rd party partner based abroad and with in house delivery teams location off-shore.Early adoption of Agile / hybrid (waterfall & agile) and leading on how we could best use the management tools available.Liaising between wider marketing team and technical / digital delivery teams to ensure the outcome met or exceeded the needs of the business teams from a CX and commercial perspective.Embraced solving many operational, technical delivery and commercial challenges during delivery of recent strategic programme.Keen to identify risks, issues and find solutions to mitigate and solve problems.Using data & insights to drive decision making and guiding seniors for their support.Managing the backlog and agreeing priorities on behalf of and in conjunction with key stakeholders.

- Collaborate with the Technology Architecture and Design community to ensure the Consumer Products are aligned with the Technology roadmap and future developments.- Working closely with subject matter experts in Technology discussing RAN & Core / 5G & WiFi evolution roadmaps and how these advances can be exploited and taken to market.- Engage with existing and potential new 3rd party vendors who are experts in their field and operate in areas in which we wish to operate, to drive additional revenue streams.- Briefing the Consumer Sales, CS & Propositions teams about new network capabilities, showcasing how they could be brought to life, explaining both the potential customer and commercial benefits.- Sourced & compiled the relevant data required to create business cases for both GTM proposition refreshes and new potential network features currently being assessed.- Owning and maintaining the Consumer roadmap for IMS & Core capabilities and keeping Consumer SLT abreast of updates, developments, risks and progress of inflight deliveries.- Champion new initiatives within marketing to ensure they receive the Capex funding required and are prioritised appropriately the annual delivery plan.- Engaged in a couple of workstreams adopting Agile as new delivery methodology, with representatives from teams in the wider Consumer organisation and Technology.- Supporting colleagues in products and technology with the retirement of the legacy 3G network, ensuring that customer experience scenarios are considered.

Responsibility for the live performance of Voice over WiFi, Femto & WiFi services.• Worked collaboratively with our business intelligence / market insights team better understand our customers and define how we can further improve the services we offer them, with ultimate aim of improving our Net Promoter Score.• Responsibility for managing the availability and performance of all indoor coverage solutions• Engaged and worked closely with Product Marketing teams to define the required customer experience journey and then work with solution design teams to understand how these requirements would be best met.• Performing regular reviews for these services with internal customers and stakeholders across the organisation, reviewing SLAs, Service Improvement initiatives and new developments.• Ensuring CS agents have the tools required to effectively and efficiently support our customers with new product launches, in a simple and effective way.• Investigated, sought funding and co-ordinated successful delivery of many service improvement initiatives• Responsible for Service escalations, communicating appropriately, including executive level management, in many functional areas of the organisation.

• Responsibility for the operational IT systems which manage all fixed line service orders, between EE & BT Wholesale.- Ensuring suppliers deliver against key operational metrics resulting in an improved broadband network experience- Significant customer experience and commercial benefits (opex and FTE savings) identified from simplifying current system architecture • Worked collaboratively with our business intelligence / market insights team better understand our customers and define how we can further improve the services we offer them, with ultimate aim of improving our Net Promoter Score.• Responsibility for managing the availability and performance of all mediation, retail billing, wholesale billing & revenue assurance systems across EE (including the Orange & T-Mobile brands)• Engaged and worked closely with Product Marketing teams to define the required customer experience journey and then work with solution design teams to understand how these requirements would be best met.• Performing regular reviews for these services with internal customers and stakeholders across the organisation, reviewing SLAs, Service Improvement initiatives and new developments.• Ensuring CS agents have the tools required to effectively and efficiently support our customers with new product launches, in a simple and effective way.• Key stakeholder in the transformation of the EE IT CRM & Billing systems estate, to a dynamic cloud computing solution.• Responsible for the IT billing services which successfully processes data to generate the invoices for £750m each month.• Investigated, sought funding and co-ordinated successful delivery of many service improvement initiatives• During a significant critical incident I kept the business stakeholders at all levels updated with recovery progress, ensuring business needs understood.• Responsible for IT escalations, communicating appropriately, including executive level management, in many functional areas of the organisation.

• Proven accountability of ensuring the integrity of £75m mobile data and content revenues, from multiple IT & Network source systems.• Established myself as an expert in the organisation for data and content revenue systems.• Supported several strategic projects, including the launch of iPhone and the national roaming network share with T-Mobile, providing valuable information on system risk mitigation.• Responsible for ensuring that all customer overcharging and revenue leakage incidents are prioritised and solved promptly.• Identified a 25% error rate in the data available for commercial analysis, drove activity to improve the accuracy and completeness of this commercial reporting.• Present briefings to Directors on live customer billing incidents and escalation of potential risks of new charging propositions and solutions.• Formulate and maintain relationships and trust with key contacts across the organisation, which leads to issues being resolved promptly with collaboration across the organisation.• Drive change to existing processes through leading and facilitating workshops and updating internal Steering Groups with progress and results.

• Managed the delivery of mobile network product developments through to market launch.• Successfully improved the structure of screens in the company wide CRM system, which enabled users to locate the correct products, resulting in a reduction of 78% in the number of incorrect product applications.• Led the definition of customer requirements, managed stakeholders and ensured a successful delivery to agreed targets.• Managed virtual teams, across a range of business functions and 3rd party vendors, to gain insight and to achieve product delivery.• Delivered regular project updates & risk escalation to Directors, stakeholders and business sponsors.• Created and maintained all relevant documentation including Risks, Issues & Actions Log, Project Plan and managed project budgets circa £100k.

• Developed an EMEA wide commission program, making payments to distribution partners, including defining business performance, regular reviews of programs and SLAs.• Led projects with product, finance and marketing managers to deliver new reward programs and initiatives, throughout Europe, Middle East and Africa.• Managed ‘Partner Compensation Program’ which paid out $1/2b per quarter, to 10,000 different partners.• Responsible for the operational activities required to calculate commission payments and manage outbound communication within program guidelines.

• Responsible for technical fault diagnostics, using interrogative remote software, and ensured prompt fault resolution.• Addressed and solved all aspects of customer faults, using remote access software.• Worked on the initial deployment of broadband internet connections to business customers in the South West.• Extracted raw data and compiled reports for customers and colleagues, including international routing of calls, call centre statistics and congestion reports • Liaised between customers, with both technical and non-technical backgrounds, technicians and network engineers.• Covered for manager during absence – worked with colleagues to ensure that customers received excellent service.