Phil Whitehead Email & Phone Number

Heighington Village, Gb

Guide and coach multiple Scrum Teams on how to use Agile practices and principles to deliver high quality products and services to our customers.Work with Scrum Team, as well as internal and external stakeholders, to influence and drive decision making and support organisational project or product teams.Facilitate and support all scrum events: Sprint Planning, Daily Scrum, Sprint Review, and Sprint Retrospective.Help facilitate and drive planning for future Projects and Programmes of work by using insight and customer feedback to identify pain points for customers and what processes can be improved.

Programme responsibility for delivery of NCFEs transformation within the Sales and Custom-er Service area to enable long term future growth.Responsibility for programme governance and management including roadmap, financial planning, and stakeholder engagement to ensure the long-term strategy goals are met.Led both on site and remote working group meetings (30+ SME and change management professionals) to generate current process maps and SOPs to highlight gaps and areas of improvement.Partnered with IT department to build a close working relationship with both the Scrum Master and Product Owner to make sure that the development was on schedule, resourced effectively and the output met the desired requirements.

Created a Project Implementation plan for the entire portfolio of ongoing and future pipeline projects within the contract to highlight total savings and when they will be realised.Created and implemented a governance system for projects so that the true benefits of each project can be identified and to help overcome any potential RAID itemsRan multiple workshops with the Senior Leadership Team to create a detailed milestone plan giving clear and concise actions which need to be completed in order to get the contract ready for a full change in how they are operating (required due to a change in working relationship with Yorkshire Water)Mentored 5 Operational Managers on how to run a project through inception of an idea all the way through the lifecycle to realisation of the benefits. With having numerous people on the contract now understanding the basic principles of project management it should help drive future change.

Introduced project governance framework to help highlight how effectively the current projects are performing.Managed a team of analysts to impact assess current and future changes and to help prioritise the project pipeline. Owned and ran multiple projects through challenging circumstances such as Covid, including getting 400 members of the department fully set up to be able to work from home.

Ran and owned multiple improvement projects to change how the business managed domestic debt and this changed helped make debt more collectable.Worked closely with outsourcing partners to understand processes to help them increase their complaints performance as well as other key KPI's.Carried out route cause analysis across outsourcing partners and core staff and found multiple areas of wastage and ran training sessions with 10 different modules which upskilled the areas and made the end to end process more lean.Built multiple speech categories in Avaya speech analytics system to understand why customers are calling, this is now used in repeat contact reporting and help to quickly identify customer issues.

Managed a team of advisors and analysts to help motivate them and drive to comfortably achieve department KPI’s within a customer service environment.My main responsibilities was to drive customer satisfaction, increase productivity as well as monitoring absence within the team.