Rob Whitney Email & Phone Number

3 Snowhill, B'Ham

Responsible for all BT Business event driven customer messaging journeys and interactions for new and existing products & services, to ensure we deliver great customer experience, and support business KPIs. I develop team processes and messaging strategy leveraging capabilities, MIS and Insight.​I am responsible for planning and managing BAU and programme requests, aligning resources to make the most of skills and capabilities to meet required timelines and business objectives​.I support Design align and programme workshops to drive business partnerships across projects, teams and business initiatives. I coach and mentor designers/business analysts, and product owners to ensure alignment on continuously improving end-to-end messaging journeys and services​I coach, influence and mentor the team, to ensure alignment on continuously improving end-to-end journeys and services.

Responsible for delivering discovery, analysis, service design and process for BT Business initiatives and product launches. Led the capture of customer insight and creation of the target customer experience, service blueprint & requirements definition to underpin the launch of new BT Voice propositions – Working with the product team and wider stakeholder group I outlined requirements and managed delivery through test, trial and deployment.Led the creation of the target customer experience, service blueprint & requirements definition to underpin BT Cloud Voice T2R improvements. The aim of this work was to improved customer fault journey experience by removing complexity and time to resolve.

Responsible for identifying, leading and delivering strategic improvements / change initiatives in a defined functional discipline or cross-business process.Responsible for providing analysis that will drive the identification of programmes / major change initiatives, leading initiatives through to implementation and embedding as BAU across business units.

Responsible for defining and implementing sales strategy with Head of Sales and Sales Managers using sales plan, resources, data and market analysis.Responsible for planning and provide sales targets and performance measurement across all sales grades and senior sales management in line with business objectives.Responsible for preparing market analysis using strategic and diagnostic tools, canvass demographics, previous and current performance analysis, competitor analysis, usage and penetration statistics.

Responsible for managing the Research and Insight team for BT Conferencing. Our objective was to monitor and compare competitors and customer markets globally against BT Conferencing propositions and provide market and competitor reports/forecasts for key program managers and senior management.

London | Milton Keynes | Stafford

Responsible for designing sales capability training interventions and materials in line with business growth and commercial objectives.Deliver training and coaching interventions via an appropriate delivery method to develop the skill set of sales agents and sales managersEvaluate and update course and training material content and methods to meet business objectives, participant requirements and market changes.

Responsible for managing a team of field sales consultants with the objective to sell BT Phonebook advertising throughout the Midlands area.The team objective was to meet campaign prospect & renewal targets in both revenue and productivity.Responsibilities included performance management, individual and team coaching sessions, daily field accompaniment, weekly training sessions, team and individual motivation, management reporting and recruitment.

Birmingham | Slough

Education record

Gcse A' Level