Project 1: MS Dynamics 365 (Customer Engagement Platform and Knowledge Management): The aim of this project is to enable outstanding, digitally-led, frictionless customer experiences powered by a modern digital architecture and connected data to enable seamless customer journeys with expert human support when needed. The CEP will power customer experiences by replacing siloed and inconsistent journeys across channels, enable expert human support and a high value customer interaction by replacing disconnected data with a connected data platform, support a modern digital architecture by providing API-driven cloud-based and scalable architecture to accelerate the ability to meet the changing customer needs at pace. This will enable front line colleagues to use the new Customer Engagement Platform (CEP) which will be built and hosted in Microsoft Dynamics 365 and phase out the old and existing CRM solution (Jade Software). A new Knowledge Management will be built in CEP to provide colleagues with a single version of the truth for the processes they carry out for their day to day activities, colleagues will have the ability to find articles using key words and allow for a consistent format to be used and followed across the Knowledge Management space. Colleagues will be able to create, update and approve articles.Project 2: Genesys Cloud Migration: The aim of this project was to embark on a large-scale transformation programme to revamp how the society communicates with their customers. A key workstream in the transformation programme is migrating from their on-premise PureConnect platform to Genesys Cloud CX. I lead UAT and coordinated the gathering of business requirements and analysis, planning and implementation of the telephony system migration, while collaborating with cross-functional teams to ensure a seamless transition and integration with existing systems, minimal disruption to business operations and to enhance service capabilities.

Project 1: Digital Claims Management System: I worked as a Business Analyst from the Initiation phase – Closure phase in the implementation of a Digital Claims Management System aimed at leveraging technology to enhance operational efficiency and customer satisfaction. I played a vital role in ensuring the system is designed, developed, and implemented in alignment with the company’s objectives, enhancing efficiency, customer experience, and overall claims handling processes. The project aimed to transform the traditional, paper-based claims process into a streamlined, automated, and user-friendly digital platform. This initiative was targeted to enhance efficiency, reduce processing times, improve customer satisfaction, and minimize operational costs. I worked with senior stakeholders to understand their services and map their business processes, defining requirements, identifying information and data dependencies, identifying integration complexities, migration of users from one system to another and to identify transformational opportunities within these services and processes. My involvement across all stages of the project ensured a successful transition from manual/outdated processes to a modern, automated system.Project 2: Lifetime/Equity release solution: The aim of this project was to implement an equity release origination platform (DPR/Finova solution for lifetime mortgages). The process involved KYC, Illustration, DIP, FMA, and Servicing. I was involved as a BA in various tasks to complete end-to-end solution for origination into servicing, online portal for brokers and direct business, case tracking for application pipeline management e.t.c.

Project 1: CRM Implementation (Microsoft Dynamics 365): I was the lead Business Analyst on this project. Following the organic growth of the bank, across different programmes and product teams, there was a need to centralize the storage and management of all customer information in real time. The project aimed to implement elements in phase 1 such as, contact management, deal flow, drawdown and distribution functionality, production of useful strategic and operational management information, integrate with various applications (Power BI, SharePoint, FocalPoint), ensuring the interface is intuitive in line with users’ expectations. My role was to make sure the elements in phase 1 meets the user’s requirement and identify areas for improvement.Project 2: Migration to O365 (SharePoint, OneDrive, and Skype/Teams): I was the lead BA, and my role was to support the group wide delivery of a new O365 Microsoft Skype/Teams service as well as other collaboration tools such as SharePoint and OneDrive, for use across the business. I provided detailed analysis on the migration of data owned by multiple business functions from fileserver into SharePoint and OneDrive, and I helped to shape the migration approach based on the findings from my analysis..I joined the project at an early pilot stage, and I was able to successfully lead it through pilot and into fully operational service by engaging with 3rd party suppliers, the business and other internal teams as necessary.Project 3: Database migration (Access Database to Azure SQL): I was the lead BA on this project. The MI & Analysis team used Access database to produce various management report. There was an issue with scalability, as Access Database has storage limitations, which then impacted the output and quality of reporting by the team. I put forward a business case which was approved, with an objective to implement a new database that is scalable and flexible.