I lead the product management team within the Customer Service and User Experience organisation at Deutsche Bank, building world class modern end user experiences. The team is currently focussed on supporting a major transformation of the IT support organisation by leveraging generative AI and cutting-edge UX techniques to decimate IT help contacts.

Delivering world class technology experiences using Artificial Intelligence in a large enterprise setting. LLM configuration, prompt engineering, data indexing and UX design. As the Engineering Lead and founding member of a new User Experience function within the End User Computing department, I combine my passion for excellent user experience with my experience of Product Management and Agile methodologies. I lead a team of experienced software engineers delivering a product roadmap with the goal of transforming the IT experience for internal staff at Deutsche Bank. While ensuring my team have the resources and environment they need to be successful, I am responsible for driving the technical direction of the team and ensuring that our projects are delivered on time and with the highest level of quality. I work closely with cross-functional stakeholders, including Product Management, Design and Content Management to identify and prioritize projects that will drive business value and improve the user experience.In addition to managing the day-to-day operations of the team, including project planning, resource allocation, and risk management, the role involves a responsibility for providing guidance and mentorship, and promoting a culture of continuous learning and improvement.The Product portfolio consists of:- The IT Portal for the organisation for both business and infrastructure functions- The IT Help Chatbot, providing the primary route for IT support in the organisation- A self-service cost management site

Product Manager for a portfolio of SRE technologies including real-time monitoring, analytics and self-heal automation technologies. Defining and driving strategic roadmap in collaboration with Architecture. Evangelising SRE practices and pushing culture changeLeading the internal development team and managing the partner relationships for the vendor-provided tools. Additionally, I led a Scrum team and Product-Managed an internal self-service cost efficiency tool empowering a workforce of over 100,000 to manage their consumption of corporate IT services, resulting in multi-million euro cost saves and avoidances while driving cultural change.

Vendor service management role overseeing the delivery of the IT Service Desk during EMEA hours. Responsibility for ensuring contractual obligations are met on a day-to-day basis, driving strategic initiatives, and continually identifying and seizing opportunities for service level improvement. Oversaw the supplier’s operational management of the European Languages desk and maintain productive feedback loop in a large and complex network of business lines and cultures. Project-managed multiple significant strategic cost-save initiatives, including:- Shifting Service Desk contact volume from Phone to Chat;- Consolidating English language support into strategic locations;- Vendor building migration; and - On-boarding regional business onto the global support model.Introduced an “Intelligent Assistant” into the Bank’s support model, assessing and managing the conversion of technical capabilities into business value realisation. Gained experience in Natural Language Processing, Machine Learning and Artificial Intelligence in a business context. Handled escalations from business stakeholders and senior management, coordinating with multiple internal and external support teams to resolve complex and high-profile cases.Developed various management policies and procedures.

Service Operations Manager and Client Service Manager for brand new Managed Print Service (MPS). Oversaw the Service Transition of MPS into operations, acting as a gatekeeper to protect the Bank by identifying, flagging and remediating risks.Fostered collaboration between multiple support vendors to achieve a 40% improvement in incident resolution.First level governance of the managed service, including formal governance indicators and developing Service Levels within the contract.

Completed 3 four-month rotations in different technology domains, embracing various learning and networking opportunities. Main responsibilities included:- Analysis, documentation and support- Design and build of new Target Operating Model for the function- Performed current state assessment including SWOT analysis and skills matrix