Business Lead in the design and implementation of new Target Operating Model for AXA Insurance dac and laya Healthcare. Leading diverse teams and people with specialised skillsets across all business areas, to design and create a new operating structure and optimised business model. Incorporating systems, process, people and data. This delivers benefits for the people, customers, members across both entities, whilst protecting and promoting existing organisational cultures and our shared obsession with customer experience and outcomes.

Leading team of Product Owners to develop strategies and design & implement initiatives across the full suite of business systems and customer journeys, including online, digital, phone, branch, salesforce and robotics. Proven ability to set clear vision and goals for the teams that enable them to develop actionable plans and solutions with their teams. Values of Inclusivity, transparency and respect for the individual, underpin my personal approach to leading transformation.

Lead role in design and development of the multi-year 2024-2026 organisational strategy. Working across AXA Group, and locally with all business areas in AXA Ireland, to facilitate workshops with senior Exec leads. Setting the organisational ambition and purpose. Translating this to targeted priorities, and in turn, the development of specific initiatives to achieve the ambition.

Product Manager on Simplification initiatives across Direct and Partnerships/Broker. This entailed utilising the understanding of OpEx, Lean/6Sigma, Service Design and Agile methodologies to simplify customer journeys and improve agent experiences across all service platforms, digital, core systems and telephony. This requires skills to analyse problems, map journeys and design solutions. The role is also one of leadership across cross-functional teams. I have developed a skillset of vision setting, communication, influence and leadership of to design and implement solutions which create enhanced customer experience, as well as organisational cost control and competitiveness.

Process Improvement Specialist facilitating projects using Lean, Operational Excellence and Service Design. Lead cross functional teams, fully engaging employees and management to understand root cause issues and then to develop, test and implement creative and innovative solutions. Successfully built on previous experience to implement Operational Excellence solutions in Customer Contact Centre as well as using Service Design principles and Lean methodology to design future processes that enhances the experience of new business customer journeys.

Group Business Process Consultant within the Lean Centre of Excellence. Facilitated a structural review of business processes and systems in Business Banking. This included the setting up of several teams to centralise administrative tasks. Led groups across key Departments including Legal, Compliance, Credit and Business to review processes and bring about tangible improvements to processes and procedures that has improved customer experience. This has released capacity of Relationship Managers to spend with customers.

To meet future funding requirements NI Assembly undertook a wide reaching review of the organisational structure and efficiency potentials. My role was to facilitate workshops, collect and analysis a wide range of data to inform recommendations that impacted inputs and processes whilst maintaining service provision of major contracts and service areas within NI Assembly. Developed personal skills of negotiation and communication in a media intensive public office where it is critical to maintain high standards and personal & professional integrity.

Led on a wide range of service improvement projects using Lean methodology across HSC NI organisations and service areas. Managed key projects including leading a project which achieved 50% lead time improvement on the payments of a £500m budget which equated to over 10% of overall Health Service spending. This enabled significant improvements in the management of a critical budget, whilst releasing management time. Also led and delivered ILM accredited management development programmes for range of management and clinical employees across HSC organisations in NI.

Ensure policy compliance with equality legislation. Responsible for monitoring foreign language budget and implemented a new telephone interpreting service.