Penny Dean Email & Phone Number

London, England, United Kingdom

London Area, United Kingdom

Shaped the strategic backlog of communications architecture, bringing together several different technologies (Salesforce Marketing Cloud, Exstream and Messagepoint) and new orchestration into one customer comms framework. Collaborated with multiple delivery teams, business owners and product owners to define and design ambitious, future facing communications and processes for customers at all stages of their membership journey. Information Security champion route into the Architecture guild… Show more Shaped the strategic backlog of communications architecture, bringing together several different technologies (Salesforce Marketing Cloud, Exstream and Messagepoint) and new orchestration into one customer comms framework. Collaborated with multiple delivery teams, business owners and product owners to define and design ambitious, future facing communications and processes for customers at all stages of their membership journey. Information Security champion route into the Architecture guild for the Communicate team. Presented regular demos of progress to an audience of 150 programme participants. Led the entire CCM team of 12, with oversight across Production, business as usual and project development. Directed the strategy for rebranding thousands of customer touchpoints, working with owners across three businesses as AXA PPP healthcare, Health-on-Line and AXA PPP Health Services become one brand. Led the planning and delivery of the rebranding project, which incorporated a change to legal entities and registered office. Developed and socialised a vision for communication management within the business, with supporting change initiatives and business cases created and presented at Business Design Authority and Change Board. Designed and implemented a Communications Tracker, a catalogue of all communications for AXA Health. Oversaw the continued development of AXA Health’s strategic CCM platform and communications, ensuring maximum value gained from the new architecture. Show less

Owned and prioritised the Agile backlogs for architectural development of a strategic, modern CCM system in Azure, and the development of documents using Exstream. Owned and shaped the roadmap for development of the system and communications within it, gained stakeholder buy-in. Day to day management of two business based Exstream developers. Relationship management with stakeholders, key suppliers and third parties across the UK, Europe and India. Agreed prioritisation with other Product… Show more Owned and prioritised the Agile backlogs for architectural development of a strategic, modern CCM system in Azure, and the development of documents using Exstream. Owned and shaped the roadmap for development of the system and communications within it, gained stakeholder buy-in. Day to day management of two business based Exstream developers. Relationship management with stakeholders, key suppliers and third parties across the UK, Europe and India. Agreed prioritisation with other Product Owners to align delivery across several workstreams. Regular presentation of quarterly commitments to large groups of stakeholders up to COO and IT Director level. Show less

Day to day management of a team of business based document developers. Agreeing processes between the business team and IT in developing HP Exstream documents. Participating in strategic project teams migrating documents from the previous outputs system to HP Exstream. Improving on existing IT document specifications, making these more comprehensive and business friendly. Driving, shaping and documenting BAU processes for dealing with changes to documents including impact assessment, raising… Show more Day to day management of a team of business based document developers. Agreeing processes between the business team and IT in developing HP Exstream documents. Participating in strategic project teams migrating documents from the previous outputs system to HP Exstream. Improving on existing IT document specifications, making these more comprehensive and business friendly. Driving, shaping and documenting BAU processes for dealing with changes to documents including impact assessment, raising requests to IT and liaising with IT and the business, keeping them informed of progress.Being the point of contact for the business with any IT incidents relating to HP Exstream for escalations. Show less

Project and Change Management for projects local to the Individual Sales Centre. Undertook annual process review, updating processes as they change to ensure the department is compliant. AXA Clear champion for the Individual Sales Centre, tasked with creating clearer communications for our customers.

Managing teams of Personal Advisers in busy contact centres (servicing corporate clients and internationally based customers), ensuring calls were dealt with accurately. Managed the International Claims department, ensuring claims and email service levels were met, claims were dealt with accurately, promises were fulfilled within agreed timeframes. Duty manager role outside of core hours, ensuring telephone service levels were met, and taking escalated complaint calls. Work planning, team… Show more Managing teams of Personal Advisers in busy contact centres (servicing corporate clients and internationally based customers), ensuring calls were dealt with accurately. Managed the International Claims department, ensuring claims and email service levels were met, claims were dealt with accurately, promises were fulfilled within agreed timeframes. Duty manager role outside of core hours, ensuring telephone service levels were met, and taking escalated complaint calls. Work planning, team scheduling, and monitoring adherence to this. Absence and conduct management, recruitment, training and performance management, with an emphasis on coaching. Show less

Sorted and opened post, preparing customer documents for scanning onto a high-tech “workflow” system and assigning work to the correct users. Logging and distribution of all incoming recorded deliveries. Dispatching cheques to the customer with correct paperwork. Compiled and maintained a training manual and training new and existing staff. Collated and reported productivity and quality figures.