•Reviewed existing detailed requirements against a partially delivered solution, identified gaps and prioritised future deliverables. Road map produced and a change control process defined and communicated.•Managed ongoing changing requirements from a 3rd party client ensuring each change was clearly defined and impact assessed.•Developed new standardised solution for onboarding bulk 3rd party customers, removing bespoke solutions for multiple 3rd party insurers. Key challenges met were reduced processing time, improved data accuracy, improved error reporting, new record rejection process.•Task managed developer/s to ensure agreed deliverables were delivered on budget and time.•Carried out a review of all printed customer documentation to identify cost savings and process improvements. Recommendation paper provided to senior stakeholders detailing end to end processes, key areas for improvement and quick wins.•Worked with multiple IT teams to develop and deliver lockdown solutions including, cheque authorisation and printing, delivering eMemory books to customers and online payments.•Documented SQL processes across the estate including inputs, outputs, run times, frequency and key impacts if process failed. Provided new documentation delivered

Contract Business Analyst

• Provided detailed data analysis which identified cost/revenue leakage points worth c£1m. Supported the development of a revised product proposition and developed a new system solution to close identified leakage.• Mapped as-is and to-be processes to support system and product development. • Reviewed existing detailed requirements against a partially delivered solution to identify gaps. Facilitated workshops for senior business stakeholders review gaps, define priorities and develop a plan to resolution.• Lead Agile business process workshops to re-engineer system processes to ensure system was fit for purpose and gain stakeholder buy in.• Re-engineered requirements/solutions to ensure less reliance on software supplier going forward.• Provided the business with innovative solutions and process improvements ensuring better utilisation of the new system.• Managed large system migration programme to migrate multiple key clients from requirement to delivery and warranty support. Providing detailed requirements ensuring data output meets the client’s ongoing need.• Daily task managed in house system configuration team, and development of team management processes for BAU.• Provided ongoing stakeholder updates to ensure continued engagement to support requirement development.• Provided development and environment management support for transition into BAU.• Worked with the 3rd party supplier to ensure they provide a were fit for purpose solution before release to test environment.

• Acted as lead BA for a multi brand, technology and colleague behavioural change programme, with responsibility for business case benefits from definition to delivery.• Carried out to-be / as-is business process mapping across multiple business units to support multiple change initiatives.• Developed and executed a Big Data Proof of Value project around customer journey analytics. Worked collaboratively across multiple divisions to develop the use cases, developed the Agile operating model for use during the project. Managed stakeholder engagement to ensure consistent story told up all reporting lines.• Carry out root cause analysis on defects, issues, risks and performance challenges, taking ownership and ensuring full end to end resolution.• Document cross divisional requirements for a multi brand, technology and colleague behavioural change programme, taking a collaborative approach to ensure timely cross divisional agreement.• Developed and implemented a model to identify branches/locations which required additional self-service provision (ATMs and Deposit Machines). The model also helped the business identify new locations to support self-service growth.• Developed a governance framework to support a regulatory requirement and the Group’s Conduct Strategy. Ensuring a culture of continuous improvement with all change viewed through a customer focused lens. Driving change across multiple business units through structured Senior Stakeholder engagement.

•Acted as lead BA on a multi million pound development to provide a leading Building Society with Home insurance sales systems for use within Branches and Call Centres•Collaborated with solution architects on integrated mortgage web based home insurance solution, allowing pre-population from existing in branch POS systems, also provided testing and Business Analyst support for the client during whole development cycle, acting as triage point for all queries and issues raised and working on them until closure achieved to ensure full route cause analysis was carried out and documented•Responsible for identification of business areas with significant issues, prepared high level review including executive summary of findings for Head of Risk, resulting in the creation of a senior management steering group required to obtain buy in and provide direction. •Conducted full review of the business unit, utilising specialist resource to carry out full end to end process mapping, together with responsibility and control of all business controlled change, devised and implemented a change process with full cross function representation •Managed 2 members of staff required to perform all business controlled change within the system on a secondment basis•Responsible for business critical project with a large client, which involved building relationships and working with clients Business Analysts to document the clients specific requirements, together with ongoing negotiation and management of the clients continuing change requirements.•The creation of a change function, highlighting and eliminating numerous single points of failure, together with the development and implementation of a robust change process across the whole of a business unit•Closure of a number of significant risks across Rescue, the clean up of the system, working with other business areas to fill knowledge gaps and the ongoing motivation, management and development of seconded personnel