Led Customer Onboarding, Program Delivery and In-life management: Drove the delivery and service support of Vodafone Automotive’s SaaS, hardware and telematics services, driving continual improvement.Transformed Customer Experience: Designed a global methodology and platform, boosting B2B NPS by over 90%.Streamlined Processes: Cultivated a culture of continuous improvement, emphasizing low-code/no-code and environmentally friendly customer onboarding (digitizing paper manuals, reducing ink usage, and optimizing processes).Enhanced Metrics and Employee Experience: Established new program metrics, providing transparent data for informed decisions and improving employee experience scores by 40%.Empowered Fleet Solutions Leadership: Drove an agile program to digitize, simplify and accelerate our fleet business, positioning Vodafone Automotive as Europe’s premier fleet solutions provider.

Global Team Leadership: Led a global team through a successful transition from waterfall to a fully Scaled Agile (SAFe) framework. This transformation involved aligning Product Owners, Scrum Masters, Dev/Test Teams, and Business Analysts.Digital Transformation Delivery: Successfully executed a large-scale digital transformation initiative, streamlining fixed line order delivery from ‘Order to Cash.’ This resulted in reduced cycle times and improved data accuracy.Culture Enhancement: Championed a collaborative and continuous improvement culture through targeted ‘Pit Stops,’ leading to a 25% increase in NPS scores for fixed line delivery.

Performance Governance: Led performance governance for Global Customers in the UK, overseeing Technology and Customer Services. Reduced P1 escalations into call centres by over 25% through strategic upskilling of L1 teams.Service Support Function Creation: Established a dedicated service support function, resulting in 11 new logos secured within the first year and securing over 1M in additional IYR.Customer Recovery Programs: Championed customer recovery programs across sales, development and operations, ensuring exceptional customer experiences. Recognized with a global hero award for expediting a critical program, saving the customer significant delay penalties.

Mobile Operations Team Leadership: Guided the Mobile Services team, overseeing 18 direct reports handling 1st line network incidents across Consumer, Enterprise, Retail, and MVNO services.Global Pioneer Award: Won a global pioneer award for the creation and establishment of an industry-first network escalation process between the Media, Government, and Ofcom.C-Level Customer Support: Designated as the primary contact for C-Level internal and external customers regarding mobile/phone issues. Successfully resolved all issues, maintaining consistency and impactful communication.

Shared Network Deployment Leadership: Invited to be part of the original team to establish a ground-breaking strategic project — known today as Cornerstone — to deliver shared network deployment for both Vodafone and Telefonica. Demand Process Optimization: Introduced a new demand process across organizations, strategically managing transmission requirements from both Telefonica and Vodafone. Ensured clear understanding, formal agreement and alignment on deliverables, budget and priorities.Strategic Forecasting and Stakeholder Management: Delivered Joint Venture forecasts critical for budgeting and strategic planning. Managed stakeholder expectations and chaired C-Level Demand SteerCo meetings between VF and O2.

Spearheaded the implementation of Vodafone’s pioneering alternative cooling solution for Radio Base Stations, revolutionizing operational efficiency and generating £1.2M Opex savings within the first year.

I led the design and construction of the first microwave transmission network for Vodafone. My responsibilities included documenting all designs, power requirements and site construction details to comply with regulations. Additionally, I oversaw the successful training of contractors and partners, resulting in the seamless rollout of over 3000 migrations from traditional fixed-line transmission to microwave technology

As a fully qualified mobile engineer, I supported both the core and radio networks during the Vodafone 2G and 3G rollouts. My responsibilities included network expansion, commissioning and fault resolution

As a member of the Vodafone Training department, I focused on learning about the mobile telephone exchange (MTX), core and radio network. My role included supporting the training of other Vodafone engineers whilst achieving my ONC and HNC in telecommunications at Reading College.