As a Lead Product Owner working within the digital team, my role will focus primarily on managing and improving our digital experience and increasing digital usage for our AA customers and UK drivers.

Lead Product owner/ Senior Digital Experience Manager in Self Service/Customer Service, Digital Operations. Primary focus on billing and payments, driving commercial benefits through agile delivery of capabilities and optimising performance.

• Lead on the My BT strategy and plans for Web and App, evaluating and identifying opportunities to improve the self-service customer experience. • Focusing on the primary Self Service goal to reduce calls, identifying call drivers, analysing key journeys and develop optimisation and online adoption plans (customer and advisor programmes)• Managing upto four directs, devise weekly and quarterly trading summaries, analysing performance, providing sized and prioritised intervention roadmap based upon insight from analytics (Adobe), call listening, feedback (OpinonLab), customer care and call centre feedback. Additionally, assessed and agreed KPIs, providing objectives and target forecasts.• Work collaboratively with technical, product and design teams, from concept and wireframe to functional sites. Lead for self-service billing transformation, supporting in the delivery, from devising KPIs, providing performance insight and updates to establishing intervention plans to improve and exceed previous performance, reducing calls into the business. • Analysed & identified service improvements, distilling highest impacting errors, working with technical teams on solutions, to reduce errors as well as increasing NPS & reducing calls.

Responsibilities & achievements• Lead the Digital Sales & Marketing and Digital Services planning cycle, generating accurate & consistent forecasts to influence the Digital Strategy. Drove forward changes to our sales projections, focussing on key drivers, to deliver more robust modelling. • Analyse and review the effectiveness of sales and self serve channels and produce relevant MI reporting to drive strategic direction. And to improve reporting efficiency, transferring the management & delivery of reporting through Central MI • Support business case development through the provision of Business Intelligence insight and recommendations, and forecasting impact upon the customer experience & channel growth. • Support business case development, determining commercial benefits and sensitivities through insight and analysis, and forecast impact upon the customer experience and channel growth.

Responsibilities & achievements• Programme manage the major change programme, the British Gas Way of Selling, across all sales channels, engaging with channel heads and representatives with structured governance on their development activities, providing support to resolve issues that would impact delivery, sharing best practises with channels and providing regular progress reports to SLT. Started 2nd phase, to ensure change is embedded, by accessing and analysing performance of customer centred metrics and increasing exposure through internal communications and employee engagement.• Project and programme managed delivery of incentive schemes aligned to the BGWoS principles and trialled an enhanced lead generation model for engineers, ASC and BGNE. Additionally, successfully launched the face to face ECO lead generation channel, with ongoing support to deliver e2e MI to aid the channel, consolidating data from various systems, and the data strategy to improve targeting and conversion of the leads.

Limited company for contract work

Contract positionKey responsibilities• Deliver, manage and optimise Three's digital commerce strategy, devising monthly and quarterly trading plans and a 12 month roadmap, achieving record online sales in September 2012, • Identify new and existing opportunities to drive sales growth, including 3rd party relationships and deliver new customer connections of Three's products and services online. • Work with key business areas to drive traffic and optimise end to end customer experiences• Forecast and deliver against sales volume targets, KPIs & manage the online acquisition budget, • Create and gain approval for business cases to deliver profitable growth, which included Webchat development programme for service & sales, and clearance product solution. • Competitor and industry benchmarking and analysis, as well as site analysis to continuously improve and optimise propositions and sales journeys across all key touch points and product lines. Successful implemented analytics tool across team, creating new KPIs with resulting insights improving conversion across the site. • Manage 3 x Online Commercial Managers as well as directing merchandise & operations team members to deliver Contract and PAYG voice and Mobile broadband customers to Three as well as online upgrades and retention.• Work closely with Senior stakeholders and multiple cross functional teams, influencing and persuading to meet desired goals

Appointed Director and member of Board, inputting into company strategy and focusing on business profit.Role has continued as before with broader business wide responsibilities.Launched two start-up consumer businesses, rapidly introducing thousands of products to each of the ecommerce sites, employing proven online techniques & trialling new ventures including social media.

Online retailer offering 5,000 products to b2c & b2b, via ecommerce website and call centre.• Managed acquisition e.g. Search marketing, display advertising, PR, affiliates, conversion via ecommerce website, customer relationship e.g. Email, outbound calls & the brand reputation e.g. customer feedback, PR, social media.• Analysed website, competitors & mapping customer journeys to optimise site to increase conversion. • Product management included taking-to-market new products through to campaign plans and site improvements to increasing traffic and transactions on most profitable product lines.• Managed & motivated 4 executives and relationship with various agencies and specialists• Direct web development & project management to deliver superior customer experience & increase transactions.

Responsible for management of delivering online sales through the planning and implementation of promotional activities, covering advertising, sponsorship, affiliate marketing, search marketing, PR, promotions and social marketing. Manage one direct report in addition to utilising internal resources and managing agencies. Continued with some of the responsibilities from E-Business role (see below).Primarily role involved management of £1.4m media and agency budget, planning and implementing creative online campaigns delivering, doubling year on year performance with similar budget to previous year, achieved through efficiencies in media allocation, search management & reduced reliance on PPC affiliates.

A role created for me, where Butlins wanted to work smarter with digital media & technology. Responsible for exploration, creation and delivering of digital opportunities for Butlins that would extend reach of brand, deliver new revenue streams, improve the customer experience and streamline business processes.Areas of investigation and implementation included mobile marketing, automated email management, online surveys, call centre upselling, wireless marketing, exploiting social networks, loyalty schemes, and electronic payment.Also evaluated performance of Butlins Bingo and online gaming market. Recommended development programme to the board including introduction of Butlins Games, to broaden the offer (inc Poker & Casino) & provide a wider demographic to target, with positioning that didn’t impact family brand image.

Responsible for providing a consultancy service to b2b & b2c clients, delivering strategic and marketing solutions that fully utilises the range of delivery channels to support, promote and generate revenue for the clients business. As well, helping companies differentiate their offering through their customer experience. Additional responsibilities include new business targets and client relationship development.

Responsible for providing a consultancy service to b2b & b2c clients, delivering strategic and marketing solutions that focuses on the customers experience and fully utilises the range of delivery channels to support, promote and generate revenue for the clients business. Manage one direct report in addition to utilising internal and external resources.Worked with clients such as Prudential, Sainsburys, Churchill, AXA, and Legal & General, developing digital solutions including £300K websites to web analytics, as well strategic activities such as customer experience programmes and change management schemes.

Responsible for strategic planning, implementation & data analysis of direct marketing activity, from acquisition through to customer retention.

Responsible for the production of multi-channel, mixed media communications, working closely with product teams, internal divisions & suppliers, adhering to tight procedures and budget control.

Assistant Sales Support Manager (Tied agents) September 1994-October 1995• Managed conferences for geographical dispersed sales force of over 200.• Investigated and managed incentive programmes to encourage increased sales activity • Production of marketing & sales communications e.g. newsletter, sales performanceSenior Marketing Assistant November 1989 - September 1994• Researched and recommended the introduction of Desktop publishing (DTP). Successfully implemented and managed a DTP service, creating artwork and handling print production.• Managing corporate merchandise and recommending new products.• Reviewed and recommended standardisation of corporate identity.Administrative duties June 1986 - November 1989• General administrative functions