Robert Spencer-Taylor Email & Phone Number

Livingston, Scotland, United Kingdom

London

Livingston, Scotland, United Kingdom

Leading the Data Compliance function for Sky Data. Responsible for assessing legal use case of data, building processes where none exist to ensure regulatory compliance.Experienced in:- Data Governance - MetaData & Data Quality- Data Compliance - Regulatory & Best Practice - Ethics - Focused on governance of AI in data landscape - Ownership & Domains - Creating a strong governance framework where none exists, building governance forums and processes to ensure data… Show more Leading the Data Compliance function for Sky Data. Responsible for assessing legal use case of data, building processes where none exist to ensure regulatory compliance.Experienced in:- Data Governance - MetaData & Data Quality- Data Compliance - Regulatory & Best Practice - Ethics - Focused on governance of AI in data landscape - Ownership & Domains - Creating a strong governance framework where none exists, building governance forums and processes to ensure data accountability across the organisation Show less

Livingston, United Kingdom

Leading the Insight & Engagement function within a reward environment.Building Return on Investment Models to capitalise on reinvestment. Project Managing large scale change projects across multi disciplinary teams with a wide ranging impact. Confidently leading from the front whilst managing & setting expectations of Senior Leaders. Focused within a commercial retention environment for new & existing customers - building and assessing forecast models to accurately… Show more Leading the Insight & Engagement function within a reward environment.Building Return on Investment Models to capitalise on reinvestment. Project Managing large scale change projects across multi disciplinary teams with a wide ranging impact. Confidently leading from the front whilst managing & setting expectations of Senior Leaders. Focused within a commercial retention environment for new & existing customers - building and assessing forecast models to accurately assess P&L whilst maintaining focus on reinvestment & ROIConfident in building actionable insights utilising Excel, Tableau, Business Objects (SQL Creation). Show less

Livingston, Scotland

Managing a Team of Analysts maintaining and designing Incentive Schemes for the Sales (Retention) Estate. This role involves financial risk management and forecasting. My role is to balance reward levels whilst maintaining profitability.Budgetary Responsibility for a C.£10m Incentives Budget & Also owning the Engagement Strategy across C.3,000FTEMain Responsibilities within this role are:- Stakeholder Management- People Engagement Strategy Management & Design;- Coaching and… Show more Managing a Team of Analysts maintaining and designing Incentive Schemes for the Sales (Retention) Estate. This role involves financial risk management and forecasting. My role is to balance reward levels whilst maintaining profitability.Budgetary Responsibility for a C.£10m Incentives Budget & Also owning the Engagement Strategy across C.3,000FTEMain Responsibilities within this role are:- Stakeholder Management- People Engagement Strategy Management & Design;- Coaching and Development of Analysts;- Insight & Analysis;- Design and Maintain Incentive Structures; - Risk Analysis;Within this role - I am responsible for ensuring that we "get it right" for our people. Making sure that we balance business, customer and people. With this there is the requirement for focus sessions with our people and business as well as ensuring that we keep our people constantly engaged with what we're doing (creating a culture of transparency of reward.) Show less

Dunfermline, Fife, United Kingdom

This was a newly formed role within Sky UK which I stepped into in order to bring MI Creation Skills to an existing Team. Given the scope of taking an existing pool of Data and transforming this into Readable MI and Insights my role has seen me working to tight deadlines to Produce Adobe Omniture MI's for Sales Data and Producing MI Business Objects reporting for specific needs.Building custom SQL models into Tableau & Business Objects to define dialler data and produce actionable… Show more This was a newly formed role within Sky UK which I stepped into in order to bring MI Creation Skills to an existing Team. Given the scope of taking an existing pool of Data and transforming this into Readable MI and Insights my role has seen me working to tight deadlines to Produce Adobe Omniture MI's for Sales Data and Producing MI Business Objects reporting for specific needs.Building custom SQL models into Tableau & Business Objects to define dialler data and produce actionable insights. This role required the creation of Data Definitions and measurable MI for execs and sales productivity reporting.Within this there is sales performance reporting for Products and from this creating forecasting for resource for dedicated outbound dialling. Show less

Livingston

Working within the Sales (Retention) Estate - my role is as an Analyst for overall performance. Creating Data Insights from Performance and Customer information to give a guideline for Performance Trends.Working with the Live Chat system to develop and generate reporting for Marketing Purposes as well as developing SiteCat (Omniture) Reporting for HOD / HOSC Level. My role is about understanding Customer Requirements and how best to implement change through effectiveness modelling… Show more Working within the Sales (Retention) Estate - my role is as an Analyst for overall performance. Creating Data Insights from Performance and Customer information to give a guideline for Performance Trends.Working with the Live Chat system to develop and generate reporting for Marketing Purposes as well as developing SiteCat (Omniture) Reporting for HOD / HOSC Level. My role is about understanding Customer Requirements and how best to implement change through effectiveness modelling for Customer and Colleague benefits. Part of this involves looking at Individual Performance Measures to bring together Site Level Performance Readings.My role is also working within Projects to develop impact's for Planning and Delivery requirements - this involves looking at FTE requirements for Campaigns and how best to fit this into the existing estate. Show less

Livingston & Dunfermline

Intraday management of Non-Voice workflow Channels - looking at SLA impact on Forecast Voice Demand of Service and Sales Estate. Ensuring that forecast net FTE requirements are accurate for 6 month live plan. Developing and advising on FTE lock requirements for workload fromPartners.Analysing service demand through omniture (SiteCat) reporting suite - for comparisons of live person unique visitors.Analysing impact of Work Channels SLA breach / analysis on Business… Show more Intraday management of Non-Voice workflow Channels - looking at SLA impact on Forecast Voice Demand of Service and Sales Estate. Ensuring that forecast net FTE requirements are accurate for 6 month live plan. Developing and advising on FTE lock requirements for workload fromPartners.Analysing service demand through omniture (SiteCat) reporting suite - for comparisons of live person unique visitors.Analysing impact of Work Channels SLA breach / analysis on Business Priorities and Ofcom Guidance around Telephony Projects. Intraday workflow changes and resource management to ensure 100% coverage across all work streams.Reporting on Service time utilisation for non-voice channels and on productivity measures for Daily / Weekly & Monthly KPI's for Workstreams.Responsible for migrating workflows on and offshore and modelling efficiency within the contact centre through analysis of Performance measures from advisor level. Implementing planning non-voice forecasting guidance based on analysis of historical data sets my role looks at forecasting adjustments based on the changing demands of a customer. Responsible for both Inhouse and Partner sites and ensuring that utilisation of Planned hours is maximised through customer demand channels.Responsible for Non-Voice channel insights management - from KPI to NPS reporting through data dumps. My role has saw me develop unique processes for data as well as advise on existing procedures.Working with business partners to develop availability algorithms for Live Person. Show less

Dunfermline

Working in a Support Function for Implementation / Change. Looking at Service Failures and analysing financial impact of process failure.Providing insights into product and customer trends for Credit and Finance Patterns.I was responsible for developing internal reporting structures to deliver overall expenditure patterns on driven down to product categories. Providing weekly Insights Calls with other departments to ensure that excellence delivery was key.