A selection of client engagements:• UK Property Management Group - Led a team of 8 responsible for an IT/Process transformation programme of a UK-wide group made up of 11 companies in order to align and improve their internal processes and introduce shared services to reduce cost • TV Media Distributor - Led a team of 10 to develop a service design blueprint including a target customer experience and the capabilities required to fulfil it for a £50M investment in a solution for the African continent• Global Roadside Assistance Coordinator - Led a multi-national programme team of 30 for the agile delivery of a new case management / field service solution (£30M investment) and process for roll-out across the EU to drive consistent customer and agent experience while reducing operational costs• Industrial Products Supplier – Analysed and redesigned the existing sales processes for a multinational team of agents• Oil & Gas Major – Responsible for shaping the strategy and ways of working of the internal team to demonstrate the value delivered to the business• Public Sector client – Led a team of 3 to deliver a bespoke field service process and solution for a team of agents• Major UK Retailler - Led / programme managed three supply chain / customer fulfilment projects

• Developed the latest BT YouView zapper box from concept to full production for both BT and Plusnet, including user manuals, FAQs and internal documentation.• Ensured all requirements were clearly documented as user stories, prioritized, agreed and met. Overcame several late legal and technical challenges to launch on time. • Researched competitors / industry trends and developed the short-term expansion and medium-term strategy for BT TV channels and TV Everywhere / mobile devices.• Owned the TV engineering policy, strategy and P&L for both installs and repairs.

• Requested to develop this new strategic line of business for Plusnet.• Developed Plusnet’s TV strategy and oversaw all TV workstreams including; product, propositions, finance, supplier / content agreements, multicast channel development, operational design and trials. • Used agile methodology to create a cost-effective solution and business process to offer BT Sport to Plusnet customers in a short timeframe. Managed and negotiated with a wide range of internal stakeholders to ensure smooth delivery.

• Delivered the successful launch of BT’s YouView service (a JV with BT, BBC and 5 others) to transform the BT TV offering and exceed customer satisfaction targets.• Collaborated with the technical and UI/UX teams at both YouView and BT to define and prioritise the product roadmap for YouView (Hybrid DTT/IPTV) and BT Player (SVOD, TVOD & Multicast) translating requirements into clear development user stories.• Managed the agile development of the BT Player software conforming to and improving YouView's API helped by continuous feedback from trialists.• Developed both the latest BT YouView set-top boxes & remote control from concept to full production. Worked closely with the manufacturer and BT technical teams to ensure all requirements were clearly documented, prioritized, agreed and met. • Commissioned, analysed and acted on customer insight/research.• Managed numerous stakeholders and promoted the YouView service within BT, creating product demo videos to explain the changes in simple terms.• Challenged the TV team to create a brand new promotional channel for BT TV, delivering it in an innovative way to significantly reduce costs.• Researched and registered two international TV-based patents.

• Led the BT TV Customer Lifecycle Design team to define / baseline KPIs and processes to ensure a high quality customer experience and operational readiness for several new TV services.• Seconded from BT to set up YouView operations.• Defined the operational and customer support strategy and KPIs for YouView.• Managed tender process for YouView’s contact centre and customer support software and negotiated a flexible contract for YouView.

Managed several projects within BT Consumer including; • Redesigned the bt.com login process to lay the foundations for a single BT ID.• Researched and developed music and connected home propositions including negotiation with potential providers such as Spotify.• Developed the BT Broadband Accelerator (iPlate) proposition, business case and operational requirements and brought it to market following customer trials.

LUUP is an innovative mobile e-wallet service for secure online and mobile payments and money transfer.• Recruited UK sales and marketing team; grew LUUP to ~20k users and ~30 merchants in 8 months.• Developed the strategy for the UK market and defined product requirements and roadmap with the technical team.

Edengene is the UK’s leading innovation, growth and corporate venturing consulting firm. • Created strategic growth propositions following idea generation sessions with clients such as BT, KPN and the Carbon Trust.• Developed selected opportunities into detailed propositions, based on analysis of the market, customer experiences and operational constraints.• Led projects to expand propositions into business cases based on commissioned market and customer research.

Programme manager for performance improvement projects at GKN Automotive and Westland Helicopters (Augusta Westland)Managed several projects as part of the GKN Group international leadership development programme