• Responsible for undertaking in depth and sometimes complex analysis using a variety of techniques to drive out ‘best in class’ sales and service digital channel experience, sourcing relevant data to underpin the analysis. This included any multi-channel variants required to ensure an outstanding customer experience on all digital platforms, adhering to User Centred Design processes and working to agreed project timescales• Acting as Scrum Master managing global stakeholder relationships… Show more • Responsible for undertaking in depth and sometimes complex analysis using a variety of techniques to drive out ‘best in class’ sales and service digital channel experience, sourcing relevant data to underpin the analysis. This included any multi-channel variants required to ensure an outstanding customer experience on all digital platforms, adhering to User Centred Design processes and working to agreed project timescales• Acting as Scrum Master managing global stakeholder relationships, problem solving within tight deadlines and leading a team of my peers to facilitate the elicitation of global digital requirements using Agile methodology, shaping the change to existing and the scope of new requirements• Leading and supporting Sprints using Agile methodology, acting as a SME and deputising for the Product Owner as Product Analyst for several Sprint teams at once, prioritising the needs of each Sprint team to ensure delivery of the change agenda for HSBC to business priorities• Making key decisions under pressure by utilising my knowledge, considering various perspectives from my global network of internal and external contacts and my understanding of requirements to positively impact global flagship projects• Working in a matrix team environment to define and visualise 'to-be' requirements for a flagship global digital programme, effectively influencing internal and external senior stakeholders from multi-disciplinary teams and in-country entities to ensure customer experience is best in class• Production of clear, high quality documentation for global internal and external stakeholders across all regions• Working with global digital teams to review the scope and size of requirements to ensure delivery is completed as planned• Regularly delivering presentations to senior global stakeholders, articulating complex information in a clear and concise way to inform and influence while managing expectations and resolving queries at first point of contact. Show less

Responsible for creating and delivering fun, innovative initiatives and activities in relation to culture, social leadership and organisational development to ensure people are highly engaged and that organisational goals are achieved. • Sustained and developed the culture at first direct through delivering people projects which fit clearly in line with the first direct values, strategy and People Experience strategy• Project Managed over 80 innovative engagement activities and… Show more Responsible for creating and delivering fun, innovative initiatives and activities in relation to culture, social leadership and organisational development to ensure people are highly engaged and that organisational goals are achieved. • Sustained and developed the culture at first direct through delivering people projects which fit clearly in line with the first direct values, strategy and People Experience strategy• Project Managed over 80 innovative engagement activities and flagship events each year including research, design, development and delivery of the events to 2600 people with outstanding feedback and take up of events, maximising return on investment, reducing costs and aligning all events to promote the first direct strategy• Worked closely with senior stakeholders across first direct and HSBC as well as a wide range of external companies and providers, developing and sustaining mutual trusting relationships at all levels using excellent rapport building techniques, effective communication to increase awareness and engagement of People Experience initiatives and delivering agreed actions• Composed and published influential and engaging communications, articulating complex information in a clear and concise way to maximise engagement and take up of activities and initiatives. Show less

Managed, coached, led, motivated and organised two teams to provide a high quality, fast and efficient service to customers and deliver key department aims and goals.• Ensured high customer satisfaction levels and call quality through consistent call monitoring and feedback• Designed and ran successful team competitions, games and activities to engage and motivate the whole team resulting in increased engagement and productivity evidenced through achieving the highest results in… Show more Managed, coached, led, motivated and organised two teams to provide a high quality, fast and efficient service to customers and deliver key department aims and goals.• Ensured high customer satisfaction levels and call quality through consistent call monitoring and feedback• Designed and ran successful team competitions, games and activities to engage and motivate the whole team resulting in increased engagement and productivity evidenced through achieving the highest results in department and through team feedback• Designed, built, rolled out, improved functionality and provided technical support for a Feedback Database built on Microsoft Access, streamlining the error process for four departments reducing costs and processing time• Challenged and inspired my team to develop and deepen relationships with customers, increasing customer experience and satisfaction• Worked closely with other Team Leaders to deliver department objectives and goals• Used People Management processes and a range of leadership styles to challenge and develop each team, with the Mortgage Servicing team achieving outstanding results within six months. Show less