Saga is the UK's specialist in products and services for life after 50. With 2.7 million active customers, the Saga brand has been carefully developed over the past 65 years to become one of the most recognised and trusted brands among UK consumers aged over 50. Saga is recognised for its high quality, award winning products and services including cruises and holidays, insurance, personal finance and the Saga Magazine. Annual customer spend of £1,182 mil generating £193 mil PBT.Responsibilities• Lead the Digital Strategy across Saga• Overall responsibility for digital performance across the Group• Accelerate digital capabilities across the Group advising on best practice • Responsible for identifying and delivering on the digital strategic imperatives to step-change the culture to a ‘digital first’ approach• Support business development opportunities across the customer and product portfolio working closely with the innovation, product and marketing teams• Transform from a product driven siloed customer experience to a customer first, consistent multi-channel experience

Responsibilities• Develop and implement the Global RSA Digital strategy• Develop digital capacity and capabilities (technology, process, people) across the business (UK, Ireland, Canada, Sweden, Denmark, Norway, Chile, Brazil, Argentina, Colombia, Uruguay, Mexico, Poland, Russia, Italy, Latvia, Lithuania, Estonia, Hong Kong, Singapore, China, UAE, Oman and KSA)• Benchmark the RSA Digital capability across the country comparing to best in RSA and best in class• Partner with each business to create the local digital strategy and digital agenda • Lead the Global Centre of Excellence, sharing best practice • Delivery of best in country web journeys using agile delivery methodology (we’ve won a number of awards around the world for our digital project delivery)• Create a trading culture within the digital teams around the Group to increase the results focus and test and learn approach to optimisation• Seek opportunities to achieve synergies or economies of scale through the organisation • Lead innovation workshops and the development of Minimal Viable Products and prototypes to test potential new revenue streams in market• Keep the board and key stakeholders in country up to date with new advancements in digital across insurance and potential threats from outside the industryExamples of delivery• New responsive design sites with content management and advanced analytics delivered across the globe including Canada, Norway, Brazil, Chile, Poland, Lithuania, UAE, Argentina, Colombia and Russiahttps://www.rsagroup.ca/http://www.codanforsikring.no/http://www.rsagroup.com.br/http://www.royalsunalliance.clhttp://www.link4.pl/http://www.ld.lt/http://www.rsagroup.ae/http://www.answeronline.com.ar/http://www.rsaseguros.com.co/http://www.in-touch.ru/• Elements of responsive design quote, buy and self-service have also been delivered across Canada, Norway, Sweden, Poland, Argentina, Russia, Singapore, Hong Kong, Italy and Ireland

Group eCommerce Division - Strategic DevelopmentResponsibilities• Partner with Global business units to develop best practice digital/eCommerce Sales & Service • Assist eCommerce global business units in the creation of 3 year plans for digital/eCommerce• Coordinate the planning and creation of the global integrated plan for the Group eCommerce team including resource levels, benefits and costs• Conduct global digital capability assessment to benchmark against digital/eCommerce best practise and progress digital agenda across the businesses.• Lead delivery of Marketing Centres of Excellence • Deliver best practice on Data Management & Governance• Project manage eCommerce initiatives including new online customer proposition design & delivery, global eCRM roadmap, Online Survey capability, Login & Authentication Security Framework• Provide programme/project management expertise and eCommerce best practice • Develop processes and tools to track programme and project progress and cost• Relationship manage the eCommerce programme of work across Australia, Hong Kong, Thailand and China

Responsibilities• 24/7 Central Business Lead for any high/critical issues with the rollout of the new Telstra CRM & online systems – total project worth over £5 billion• Create and lead project teams including 3rd party IT suppliers and key business representatives in the planning and execution of upgrades, IT workarounds and business process improvements • Manage the communication to internal/external users of process documentation, new functionality updates, workarounds for known bugs and customer scripting • Verify the business benefits of releases through User Acceptance Testing• Assist wth Change Management process across the retail and call centre channels• Report to Senior Leadership team daily on the system performance and status of projectsReported to Director – Telstra Command Centre

Responsibilities:• Develop National Metro Prepaid Marketing Strategy, KPIs & targets and ensure alignment across the various sales channels and other business units• Process map reporting across multiple legacy systems to develop single reporting system across all mobile technologies and roll out to business• Conduct analytics across Prepaid data to identify key revenue opportunities• Consult across marketing and retail sales channels to develop and implement a Programme of Work to achieve £40 Million Prepaid Revenue for 08/09 Reported to Executive Director – Telstra Metro

Responsibilities:• Revenue accountability of over £117 Million for 07/08• Increase customer base, grow ARPU and improve processes• Localised Marketing projects - Included projects across Fixed line, Mobile, Broadband and Pay TV - Creation of ATL/BTL campaigns including email, online, TV, radio, newspaper, SMS, direct marketing, telemarketing, door to door etc. - Manage relationships with 3rd party marketing partners - Coordinate workstreams across retail, call centre & internet channels• Leadership of Business Intelligence projects including: - Regional customer demographics and buyer behaviour modelling - Geographic customer churn analytics and defence - Scoping of analytics requirements for CRM Transformation Project• Business Process Improvement projects• Manage Infrastructure projects• Sales Channel improvement projects• Represent company at events and corporate sponsorships• Act as a Mentor to new Graduate Recruits • Change Management across group - 3 full org restructures• Manage a team of up to 14 Direct ReportsReported to Executive Director – Telstra Metro

Responsibilities:• Project management of cost reduction & Business Process Improvement initiatives using Prince2 methodology - Included integration of over 700 staff into new business division - Included Change Management for cross divisional restructure • Creation of Metro Strategy for Telstra Infrastructure group• Validation and governance of all Six Sigma project financial results • Act as Subject Matter Expert in Six Sigma projects effecting Metro revenue• Negotiate Metro service levels agreements (SLAs) with external partners• Facilitate Cross Company workshops and high level training as requiredReported to General Manager – Strategy & Planning

Responsibilities:• Lead growth of Opportunity Knocks sales lead referral program • Construct internet site for users & maintain internet content• Lead organisational change across the technical workforce from a purely service culture• Negotiate performance levels with customer facing business units• Creation of business case for funding & conduct analysis of financial results• Enhancement of lead referral processes • Develop reporting results dashboard for the senior leadership team• Leadership of agency call centre including monitoring of Grade Of Service, Average Handling Time, Call Effectiveness etc.Reported to General Manager – Telstra South Australia

Responsibilities:• Field Services – Team Leader of 16 Field staff - PSTN, ADSL, ISDN, Core network installation and fault repair• Corporate Affairs – Project Manager : World IT Congress• Work Management Centre – Project Manager for new logistics management system• Activation – Project Manager for improved call centre model• Technology Services – Project Manager for new Infrastructure • Inbound Sales Centre – Sales Consultant• Service Assurance Centre – PSTN Fault troubleshooting / Team leader

Responsibilities:• Led the integration and testing plan for a joint Telecommunications venture between ITR Australia and PT-INTI Indonesia• Based on site at PT-INTI Indonesia for 3 months