Key responsibilities:* Analysis of telephony lines in-scope for the introduction of a Natural Language call steering system (NLCS), replacing the “key-press” IVR system in contact centres.* Liaising with business SME’s to determine routing rules for each intent.* Re-design of the self serve customer journeys to align with verbal call steering strategy.* Facilitating refinement of technical user stories with developers & testers.* Providing key input to drive sprint planning, backlog refinement & increment planning.* Ensuring that user stories are accepted into sprint in line with plan deadlines.* Supporting testers/UAT with knowledge transfer, script coverage & defect resolution.Key achievement:Roll out of NLCS to RBS, NatWest & Ulster Bank contact centres.

Key responsibilities:* Leading workshops with Commercial Lending security documentation SME’s to understand their content, processes & Identify where automation can provide cost savings & process efficiencies.* Collaborating with Architects & BA’s on other work streams to investigate overlapping functionality & review how designs dovetail with the platform roadmap.* Documenting user stories & process maps (in Jira & Blueworks).* Identifying process improvements in the Commercial Lending application process, validating their feasibility & cost implications with SME’s.* Planning co-ordination & delivery of both non-IT & IT small changes.

• Leading the Finance work stream on a large and complex Debt Management system migration project within an iterative development model.• Working closely with Finance SMEs to understand their current processes and design their to-be processes, whilst identifying functionality gaps on the target system.• Documenting and gaining approval of user stories/acceptance criteria in Microsoft TFS.• Delivering feature level overview sessions to the developers and testers.• Migration project is now on hold. I’m currently supporting a rectification project, investigating customer journeys through the different debt management processes (on-boarding, trace, litigation and deceased).

Key responsibilities:• Working as an Agile scrum team member to identify, refine and document user stories and acceptance criteria within Jira and Confluence.• Liaising with the product owner to clarify user story priorities and minimum viable product.• Working closely with technical SMEs, UI designers and copywriters to agree optimum solutions to meet acceptance criteria for digital mortgage application journey. • Supporting test colleagues to clarify the scope of testing and resolve defect queries.Key Achievements: • Delivery of digital mortgage product transfer journey into the scheduled release.• Building strong working relationships within my Agile scrum team.

Key responsibilities:• Planning and leading workshops to identify user stories and success criteria on four projects covering wage planning, contact centre call recording, workforce management and cash office processes.• Documenting user stories and success criteria in Agile project management tools (JIRA and LeanKit).• Working with SMEs to prioritise and enhance product backlogs.• Producing detailed Visio process maps to illustrate complex user stories and ensure that all success criteria has been identified.• Leading reporting workshops to assist designers with data mapping and report design.• Completing gap analysis against user stories and third party provided applications.• Delivering knowledge transfer sessions to the wider project team to support them with design, test planning and service introduction activities.Key Achievements: • Designing and implementing improved ways of working within project teams, ensuring that SMEs, technical colleagues and third parties are collaborating effectively.• Delivering requirements phases to time and with quality documentation.• Developing in-depth knowledge of Retail back-office processes and systems.

Key responsibilities:• Attending provider selection workshops and reviewing functionality against high-level requirements.• Analysis of previous projects to identify barriers to speed to market.• Planning and execution of requirements gathering phases for a large work stream.• Working with key stakeholders and SMEs (including Product, Sales, Service, Risk and Legal) to ensure that requirements and related processes met their differing needs.• Producing requirements documentation, process maps and supporting illustrations or timelines to ensure that stakeholders, the design team and the test teams clearly understand the complex requirements.• Developing new processes that align to Consumer Credit Act regulations.• Facilitating regular, effective work stream meetings, scrums and focused workshops to progress actions, expedite decisions and address design issues.• Owning and completing requirements traceability.• Raising, reviewing and facilitating impact assessment of Change Requests.• Test support - reviewing test plans and scripts, reviewing defects against requirements and Functional Design documents, facilitation of discussions re business impacts of defects and workarounds.Key Achievements: • Delivery of two requirements gathering phases for a large Billing work stream.• Building a strong, collaborative SME team within the work stream.• Gaining valuable experience on a large platform replacement project, using an agile development model, with a third party provider.

Key responsibilities:• Liaising closely with business and IT stakeholders to clarify project benefits, scope & success criteria.• Planning & executing requirements elicitation.• Producing clear and thorough analysis documentation (scope specifications, requirement specifications, requirement catalogues, use cases & process maps).• Management of requirements & change requests.• Ensuring there is clear understanding of the requirements across the project team (SA, PM, Developers & Testing colleagues) both in country & off-shore.• Assessing proposed solutions in terms of meeting requirements whilst factoring in cost, timescales & risks to a successful implementation.• Providing advice & guidance on solutions, IT project processes, risk assessment & risk management.• Maintaining an up to date awareness of priorities, monitoring & reporting on progress, delivering analysis deliverables to planned timescales.• Supporting business stakeholders with varying degrees of project experience.• Inputting into internal IT department transformation programmes to improve & streamline internal processes.Key achievements:• Delivery of the requirements phases for 5 projects covering a wide ranging retail business areas including: waste data dashboards, printing hardware & infrastructure, fuel point of sale, transaction analysis tools & self-check-out upgrades. • Building up successful working relationships with Asda business units & third party software/hardware suppliers.• Gaining a comprehensive understanding of the retail sector.• Being rated as "outstanding" for my performance in 2013.

Key responsibilities:• Liaising closely with business and IT stakeholders to clarify project objectives, benefits, business drivers & key success factors.• Managing the analyst team on a large scale integration project which incorporated 7 work streams across 4 functional areas (Banking, Savings, Debit Cards & E-Commerce).• Providing direction & structure to the BA team & agreeing the approach.• Owning requirements gathering, management, traceability & change requests.• Producing clear & thorough analysis documentation (scope specifications, requirement specifications, requirement catalogues, use cases & process maps) to planned timescales.• Quality checking analysis deliverables produced across all work streams.• Assessing proposed solutions in terms of meeting requirements whilst factoring in cost, timescales & risks to successful implementation.• Working closely with SA, Developers, SME’s & test team to validate solutions to ensure consistent understanding of the base lined scope & requirements.• Maintaining an up to date awareness of priorities, monitoring & reporting on progress, raising & owning project risks/issues & driving their resolution.• Chairing weekly project team meetings & representing the IT team at project management meetings.• Deputising for Project Manager regularly & for one month to provide extended holiday cover.• Line management of Senior Business Analysts. • Representing line reports at peer review sessions, helping to shape their development plans & providing day to day support.Key achievements:• Successful delivery of all requirements phases.• Adapting to the new Lloyds analyst documentation & processes.• Building up a trusting working relationship with my line team despite being a remote line manager.• Very strong, co-operative & supportive relationships built & maintained with the business teams. • Being rated as a “Top Performer” for 2010 (that is in top 5 percentile).

During this period I worked in three different teams (Mortgages, Retail Programmes & Banking/Savings).Key responsibilities: • Support to Project Managers (IT and Business).• Leadership support to project team (analysts, developers, testers).• Reconciliation & monitoring of IT finance reports (£4.5 million IT budget on largest project).• Production of budget trackers & management of any issues, liaising with the IT Finance team.• Analysis support to project accountants (on cost reduction project)• Primary contact for IT & business teams engaged on projects (>12 teams on largest project).• Representation of IT at Project Management Group meetings.• Project Governance support to project (including production of status reports & steering group packs for senior stakeholders).• Production & tracking of project plans.• Management of project change request process.• Management of Issues, Risk, Dependencies for project.• Facilitation of project meetings between IT, Business team & Third party suppliers. • Management of IT Project team communications (e.g. weekly updates, action/query logs).• Coaching business teams in project plan production & project governance.• Line management of 5 business analysts.Key achievements: • Delivery of £4.5 million project which introduced a new database & quick to market product launch infrastructure.• Delivery of a highly confidential project which transformed the Surveyor business area.• Delivery of two Insurance/Mortgage led projects.• Successful delivery of national training programme for branch based colleagues.• Strong, co-operative working relationships built across IT and Business teams.• In-depth knowledge of project governance attained.• Excellent feedback from IT Project Managers & Business Project Managers• Trusting relationships built with line reports.

Key responsibilities:• Management of requirements gathering phase of large product launch projects.• Analysis of business requirements, system constraints & recommendation of solutions.• Produce functional specification documents detailing the “as is” system & the changes required.• Working closely with developers to agree technical solutions to meet business requirements.• Review all functional specification documentation for quality & validity.• Highlight issues & risks, their impact & mitigating actions to the project manager & business.• Manage issues & risks within the analysis area of ownership.Key Achievements • Leading successful analysis phases on 2 major Bank Account product launches.• Establishing myself as a strong Business/Systems analyst.• Nominated for Group IT award to recognise my contribution to project delivery.

During this period I progressed from a trainee Analyst/Developer, to Analyst/Developer & Senior Developer.Key Projects:• Large Banking "white labelling" project (precursor for Bank of Scotland/Halifax migration).• Large Banking product launches.• Euro zone research & proof of concept project.Key responsibilities:• Producing & supervising production of technical design documentation, some of which was carried out by off-shore partners.• Conducting code reviews to ensure quality standards are met.• Production & execution of implementation plans for the projects.• Managing operational testing phases prior to implementation.• Highlighting any issues/risks, their impact & mitigating actions to the project manager & business.• Researching the Euro currency concept & related IT issues.• Investigating & assessing third party tools to assist with Euro software changes, then utilising them to build a prototype Savings system with Euro functionality.Key Achievements: • Successful implementation of "White Labelling" & product launch projects to planned timescales.• Completion of a proof of concept build & test phase for the Euro project.• Gaining a thorough understanding of software development.• Working effectively with off-shore development teams.