Led digital transformation programme providing customers with an alternative channel of choice to register and update their Insurance claims online. • Negotiated and procured SAP Commerce software licence to ensure customers’ digital transactions can be processed through SAP Claims Management application. • Established Digital LAB, mapping of customer journeys and empowered feature teams to progress proof of concept activity to widen learnings before delivering changes through a succession of iterative sprints.• Delivered digital doc upload solution to enable customers to provide photographic and video evidence to support their claim. • Ensured digital architecture can be re-used to support future digital strategy of servicing customers’ insurance policies online. • The digital solution will deliver outcomes of reduced settlement times by 30% for customers, reduced call volumes into the telephony contact centres and provide significant savings to the overall cost of a claims, circa £10m annualised benefit. • Supported Group Transformation Programme to help roll out of agile training for colleagues within the value stream for agile coaches, scrum master and product owner roles.

Programme manager responsible for delivering a renewal solution onto new sales platform following the launch of new insurance products. • Led 6 work streams to deliver changes across Finance, Customer Documentation, Pricing, Customer Operations, Underwriting and IT & 3rd party systems. • Delivered solution within 12 months regulatory window during a period of significant transformation change and disruption.• Engaged with business stakeholders to successfully deliver and embed changes utilising internal and external partners such as Accenture & Duck Creek. • The successful delivery of the renewal solution has enabled the programme to realise the benefits of circa £35m. • Worked in collaboration with Financial Conduct Authority and other insurance providers in designing customer insurance renewal wording around pricing that was subsequently standardised across insurance sector.

Directed a portfolio of projects to deliver legal, regulatory and mandatory changes to comply with both EU and UK law alongside service sustaining projects with an annualised budget of £15m across the Lloyds Home insurance business.

Senior Project Manager - Migration Strategy As lead project manager, I was responsible for shaping and delivering the migration strategy which included the delivery of 2 dress rehearsals and the main migration of circa 1.5m life insurance policies from Aviva in-house to Scottish Widows.

Integration of Halifax & Bank of Scotland Insurance Policies Accountable for shaping and successfully leading the Implementation workstream to migrate 1.7 million HBOS customers’ insurance policies across to Lloyds systems. Designed implementation strategy and structured implementation workstreams to support dress rehearsals, business readiness, cut-over plans and command & control.

Responsible for delivering the following projects over this period:-Motor Strategy Successfully delivered the Motor Strategy project involving the transfer of Motor Insurance business for both new business and back book insurance policies across from two existing contracts under Esure & RBSI to one provider, BGL. Telephony IntegrationManaged a telephony project which involved setting up the IT infrastructure to be able to support an upgrade to EWFM 7.2 (Enterprise Workforce Management) for both the Sales and Marketing and Customer Services Contact Centres. This allowed staff to effectively manage their workflow and resources real time. Migration Programme In-housed the migration of home insurance policies from 10 external panel of insurers into Lloyds Banking systems. This involved actively managing each insurer to deliver to the timescales stipulated within each contract. SAP Integration Project managed from shaping through to delivery, the migration of SAP into General Insurance (GI) Loan Protection Creditor department and removing existing legacy systems. This change was successfully transitioned across a department of 150 staff. Supply Chain Delivered a web based supply chain management tool administered by RSA into GI Customers Services and Claims department giving greater visibility to track claims end to end with external suppliers and loss adjusters. Managed a budget of £13m across IT and the business.

Managed an EU regulated project to put in place digital taco graphs across all HGVs across the British Isles. This involved working with an external IT supplier in designing digital taco graphs that became a mandatory requirement for all HGVs to have installed by 2006.

Working with Key Business Solutions as a business consultant specialising in business analysis, process re-engineering projects and delivering process and project management training to blue chip clients such as Barclaycard and Centrica

Led a team of 20+ staff responsible for Finance, Project Office, Management Information, Quality Controls, Business Continuity, Project Management and Unit Cost Analysis for 3 Operational Centres within the UK.