Rich Vickers Email & Phone Number

Vancouver, Bc, Ca

Vancouver, Bc, Ca

Vancouver, British Columbia, Canada

- Functional manager leading a cross-functional team in the agile development of a clinical registry SaaS system, enhancing user satisfaction by integrating continuous customer feedback into each sprint.- Championed a customer-centric approach in agile methodologies, implementing UX research phases into development cycles to align product features with user needs and expectations.- Facilitated agile retrospective and planning ceremonies, focusing on iterative improvement and… Show more - Functional manager leading a cross-functional team in the agile development of a clinical registry SaaS system, enhancing user satisfaction by integrating continuous customer feedback into each sprint.- Championed a customer-centric approach in agile methodologies, implementing UX research phases into development cycles to align product features with user needs and expectations.- Facilitated agile retrospective and planning ceremonies, focusing on iterative improvement and refinement.- Enhanced team performance by implementing user story mapping and customer journey mapping workshops to align development efforts with specific user pain points and gain deeper insights into user behavior.-Adept at Agile practices (Kanban, Scrum, SAFe), I efficiently manage project tasks and milestones using Azure DevOps. My ability to adapt and respond to changing project requirements has ensured timely delivery and the continuous improvement of the PRISM application. Show less

Richmond Bc

As a senior Voice of the Customer (VoC) Analyst, I designed, created, and maintained feedback mechanisms to gather experiential data throughout the entire customer journey. Working closely with internal stakeholders, I built partnerships to execute research plans. I created and validated relational Net Promoter Score (NPS) survey contact lists, built and maintained integrations for transactional surveys, and administered closed-loop follow-up processes to address issues raised by detractor… Show more As a senior Voice of the Customer (VoC) Analyst, I designed, created, and maintained feedback mechanisms to gather experiential data throughout the entire customer journey. Working closely with internal stakeholders, I built partnerships to execute research plans. I created and validated relational Net Promoter Score (NPS) survey contact lists, built and maintained integrations for transactional surveys, and administered closed-loop follow-up processes to address issues raised by detractor respondents.Expertise in analyzing experience data and delivering easy-to-interpret, insightful, strategic, and actionable insights. I developed and maintained real-time survey result dashboards, collaborating with cross-functional teams to ensure Voice of the Customer (VoC) data was incorporated into strategic decision-making. I built journey-based views to identify customer pain points and integrated experience data with operational data to monitor attrition and revenue compression risk.As a Brand Administrator of the Customer Experience Management Platforms (Gainsight and Qualtrics XM), I oversaw a user base of over 5,100 users. I created Python scripts to automate administrative tasks and ensured high standards of email deliverability for optimal survey response rates. I demonstrated expert-level proficiency with advanced survey functionality and technology, expanding the platform's functionality through custom tools, code (JavaScript/Python), API integrations, and web-calls to achieve otherwise impossible objectives.Overall, my role required a deep understanding of customer experience, analytics, and technology. I was passionate about utilizing data and insights to create exceptional experiences for customers, and I worked tirelessly to ensure that the voice of our customers was heard and integrated into every aspect of our business. Show less

Richmond, British Columbia

As the Product Safety Analyst for an FDA-regulated medical device software company, I was responsible for identifying and evaluating safety risks for the company's products. I worked closely with product and clinical subject matter experts to drive hazard identification and used a Fault Tree Analysis (FTA) approach to identify causes of safety hazards.One of my key responsibilities was to train project teams on safety processes and procedures, and to facilitate the creation of Risk… Show more As the Product Safety Analyst for an FDA-regulated medical device software company, I was responsible for identifying and evaluating safety risks for the company's products. I worked closely with product and clinical subject matter experts to drive hazard identification and used a Fault Tree Analysis (FTA) approach to identify causes of safety hazards.One of my key responsibilities was to train project teams on safety processes and procedures, and to facilitate the creation of Risk Control Measures (RCM) to mitigate the safety risk to an acceptable level. I documented the results of Product Risk Assessment (PRA) to show risk-reduction and ensured proper Verification and Validation of mitigations, providing tracing for transparent auditing.In addition, I evaluated and documented Residual Risk for inclusion in the executive safety report for each product release. I updated procedures, guidance documents, and work instructions as needed to ensure compliance with regulatory requirements.As a subject matter expert (SME), I participated in cross-functional activities to ensure that product safety considerations were incorporated into all aspects of product development and release.Overall, my role required strong analytical skills, attention to detail, and the ability to effectively communicate and collaborate with a wide range of stakeholders. Show less

As a Systems Analyst for a Medical Imaging Picture Archiving and Communications system (PACS), I was responsible for refining the scope of projects based on business requirements provided by Product Management. I constructed System Requirement Specifications and requirements for development and was primarily involved in the integration of multi-planar reconstruction (MPR) and other 3D imaging tools. My role required a deep understanding of PACS technology and a strong ability to… Show more As a Systems Analyst for a Medical Imaging Picture Archiving and Communications system (PACS), I was responsible for refining the scope of projects based on business requirements provided by Product Management. I constructed System Requirement Specifications and requirements for development and was primarily involved in the integration of multi-planar reconstruction (MPR) and other 3D imaging tools. My role required a deep understanding of PACS technology and a strong ability to collaborate with cross-functional teams, including developers and product managers, to ensure that projects were completed successfully. Throughout my time in this role, I utilized my analytical skills to gather and analyze data, identify areas for improvement, and implement solutions that optimized the performance of the PACS system. Show less

Vancouver, Canada Area

Analyst acting as a liaison between the Hospital Information System (HIS) and the following hospital functions: • Pharmacy• Emergency Department (ED/ER)• Admissions, Transfer & Discharge (ADT)• Bed Tracking/Movement- Made changes to IDX Centricity (GE Centricity) system using frontend and backend tools (TACL etc)- Provided direct guidance to COBOL developers for changes that required custom scripting

Derbyshire

• Informatics analysis for General Practitioners across Derbyshire• Identified health information gaps to highlight potential under-diagnosis/under-treatment of conditions• Performed work-flow analysis to identify root-cause of issues• Facilitated change management sessions for practice to mitigate issues• Performed training to improve use of clinical information system and avoid data quality issues• Counselled practice staff on key performance indicators of… Show more • Informatics analysis for General Practitioners across Derbyshire• Identified health information gaps to highlight potential under-diagnosis/under-treatment of conditions• Performed work-flow analysis to identify root-cause of issues• Facilitated change management sessions for practice to mitigate issues• Performed training to improve use of clinical information system and avoid data quality issues• Counselled practice staff on key performance indicators of governmental quality framework• Acted as a liaison for privacy and data protection issues Show less

Gosport, Hampshire, Uk

[Formerly Tyco Healthcare]• Maintained IBI Webfocus 4GL sales database• Provided electronic sales data reports to remote sales personnel• Performed ETL on datasets provided internally and from key suppliers.• Provided salespeople data to inform pricing decisions