Leading the development of a unified identity framework, enabling customers to transition from multiple IDs and passwords to a single, secure username and password. Through the implementation of modern, secure functionalities to enhance user experience and security. Whilst also successfully managing a multi-million-pound platform migration, delivering ahead of schedule with zero defects, while concurrently addressing day-to-day issues and supporting cross-functional teams.Committed to fostering a collaborative team culture where every voice is heard, and collective efforts drive success.

Responsible for creating new or optimizing good sales experiences to increase sales conversion

Transforming the business mobile and voice experience , improving customer experience, engagement and conversion. Working across a varied team, managing many stakeholders to ensure that we offer our customers best in class customer experience. I've transformed the mobile online shop over the past 2-3 years and increased revenue by over 48%.

As part of the online sales and delivery team I am accountable for managing the phone lines and mobile estates. Responsible for delivering and executing online sales and marketing activities in order to maximize revenue of transactions and leads, by continually make changes on site to test, learn and improve conversion of traffic coming to the site, and average order values for sales or leads.As part of my role I have re-vamped my estate portfolio to make it easier for customers to understand and purchase more complex products, by simplifying our propositions as well as bringing the online mobile experience up to date with competitors to increase online sales as well as creating multi product basket capability to increase revenue and up-sell potential.

Managing various areas of service, looking at maximising call reduction opportunities as well as expanding online channel share and improving functionality to allow customers to self-serve.My responsibilities are to understand our customers and the business needs to create improved or new functionality. This entails creating business benefit, strategies, analysis, stakeholder management, delivering small/medium projects, budget management and proving benefits after delivery.

Responsible for, improving and maintaining the online order tracker customer service experience. And creating new functionality and products that are available to track online. Working within the UKB & SaaS platform to create new technical functionality from concept through to delivery. I am also responsible for all new change requests for the online billing that arrive from customer feedback and key stakeholders, changes can vary from quick wins to delivering new capability and design through the UKB platform.

Responsible for improving the existing customer buying experience, self-serve value added service functions, community forum, introducing app functionality and driving social media as a service and sales channel Create and manage an online strategy to define, develop and implement plans to allow existing customers to self-serve and purchase online. In order to drive revenue, business growth and to target call reduction programs across BT Business. Maximise conversion rates of online capability by BT customers to ensure significant volumes of our base is able to complete their service tasks successfully Manage relationships with key stakeholders, partners and suppliers, both internal and external Liaise with service stakeholders, technology teams, and usability agencies to find solutions to deliver new & improved online experiences, products and features. Develop a strategy for improving the community forum and integrate with social media as a self-serve channel Develop and deliver a support app to encourage customers to self-serve, pay a bill and keep up to date with the latest technology for businesses.

Responsible for managing delivery of small/medium scale projects on the BT Business customer facing retail site. Project management – managing site team to deliver large scale re-design projects Improving online growth through monitoring data, gathering insight  Responsible for development of online campaigns from planning through to delivery.  Manages team roadmap ensuring the delivery of all work is completed to the highest quality levels. Manages delivery from offshore development team Develop and propose enhancements to maximise the site as an online channel for marketing and selling BT Business products & services Produce site maps, page flows and wire frames for new pages and/or customer journeys, including order processes. Work with SEO agency to ensure that site is enhanced fully to ensure help drive natural search traffic and sales to the site.

Responsible for the upkeep of Virgin Media’s Broadband, Phone and TV bundle journeys, including campaign and new design implementation for the bundles order journeys.

Managed the overall content of the Tesco Compare web site, including brand guidelines and reputation. Improving SEO rankings through natural search, site optimisation, e-mail marketing; managed of a team of 2, and budgets. Managed large projects from designing Tesco Compare website and elements of a large migration project.