o Create, communicate and deliver a compelling Tribe strategy and roadmap that delivers right points of presence, rich customer conversations and great banker and customer outcomes. o Build and evolve the Banker Experience Tribe. Define and co-create Tribe culture, operating model and success measures.

o Key translator, conveying Business and Customer drivers to Contact Centre Technology teams and vendors, and Technology concepts to the Business o Drive the Contact Centre technology roadmap, defining, creating, delivering and refining innovative solutions to business, customer and technology challengeso Build and lead multi disciplinary teams (combined technology and business, internal and vendor, multi geography), providing clarity, prioritisation and motivation to deliver… Show more o Key translator, conveying Business and Customer drivers to Contact Centre Technology teams and vendors, and Technology concepts to the Business o Drive the Contact Centre technology roadmap, defining, creating, delivering and refining innovative solutions to business, customer and technology challengeso Build and lead multi disciplinary teams (combined technology and business, internal and vendor, multi geography), providing clarity, prioritisation and motivation to deliver exceptional user experiences Show less

o Provide business and technology leadership and expertise in Contact Centre technology, including Speech Recognition, Omni Channel, Agent Desktop and datao Accelerate the pace of change through incremental delivery of value – modelling the art of the possible o Develop compelling investment cases, optimising business value, return on investment and customer experience

Drive Business Readiness approval for a major call centre reform initiative. Resolve Exec to Frontline stakeholder nervousness and resistance. Deployment support, including issue capture and resolution feedback, across 40 onshore and offshore sites

Agile Product Owner for Online Self Service development (UI, interface, CRM, OSS)o Provide clear and coherent vision and direction internally to the project team and externally to stakeholders o Collaborate with the team and stakeholders to manage all Issues and Risks as they arise o Continuously review and prioritise backlog items according to relative Business value

Over 3 years, with multiple contract extensions, I was Project Manager for a number of initiatives. The initiatives included: • Web and Mobile self service – Billing, Payments and Activations• Email Bill capability• Business Intelligence – Speech, Text and IVR performance analytics My project portfolio was up to $10m, ranging from tactical solutions (up to $250k) to strategic enterprise wide initiatives (up to $4m). All met or exceeded their business case ROI (Return on… Show more Over 3 years, with multiple contract extensions, I was Project Manager for a number of initiatives. The initiatives included: • Web and Mobile self service – Billing, Payments and Activations• Email Bill capability• Business Intelligence – Speech, Text and IVR performance analytics My project portfolio was up to $10m, ranging from tactical solutions (up to $250k) to strategic enterprise wide initiatives (up to $4m). All met or exceeded their business case ROI (Return on Investment) projections, and were delivered on time and on budget Show less

For the ClientProvide overall strategic and day to day direction to the BT / Openreach Separation Programme team For VirtusaAccount Management and Accountability for Virtusa’s onshore and offshore delivery teams (thought leadership, motivation and direction)

Over 5 years, with multiple contract extensions, I was Business Analyst and User Acceptance Test Manager for a range of initiatives. The initiatives included: • IVRs – Speech recognition implementation • Credit Management – (Billing, Collections, CRM, call routing, IVR)• Online and IVR self service (Billing, Payments and Activations)Highlights:Lead role in the successful design, development, testing and implementation of one of the world’s largest and most complex speech… Show more Over 5 years, with multiple contract extensions, I was Business Analyst and User Acceptance Test Manager for a range of initiatives. The initiatives included: • IVRs – Speech recognition implementation • Credit Management – (Billing, Collections, CRM, call routing, IVR)• Online and IVR self service (Billing, Payments and Activations)Highlights:Lead role in the successful design, development, testing and implementation of one of the world’s largest and most complex speech recognition IVRs.Lead Analyst across complete multi vendor and multi application space. Show less