In this role I had the responsibility to direct the delivery of a new multi-million-pound customer and product management platform across 62 countries and 7500 staff. This represented Microsoft’s largest deployment of this tool world-wide for financial services. I also played a key role in embedding a continuous improvement culture to processes, technology and customer experience. This was done by creating an organisation-wide change management framework, and establishing a global network of 85 change agents across compliance, operations and business teams. → The Results• Enhanced customer engagement, increased business impact and informed decision-making through introducing personalised dashboards for front-line staff thato provided up-to-date product-line, sales and client informationo enabled data-driven conversations with customers and tracking of behaviour insights • Defined and managed a team of 23 experts across the fields of user experience, architecture, data exploration, development and change • Collaborated with global and regional partners to define global standards and innovation in each field

This role centered on identifying obstacles, regulations, priorities and business value available through the digital transformation by forging relationships with regional heads. On a day-to-day basis, I also led all operational and workforce activity of a team of 15, including recruitment and performance management. → The Results• Directed strategy and digital transformation of analytics and accelerated greater collaboration across EMEA byo designing and steering delivery of a two-year roadmap to automate insight and data processing across group operations and risk functionso optimising critical legacy components based on evaluation of the maturity of analytics across six global regionso re-branding the data team through a successful engagement campaigno raising the profile of the analytics function, and developing interaction channels across business teamso establishing an analytics Centre of Excellence • Realised operational cost savings within two years by project-managing organisational transition to new processes and tools, and decommissioning of applications

In this capacity, I led all aspects of the management of organisational analytics, including shaping future vision for the function; defining strategies for the management of resources and business engagement; and developing next-generation intelligence capability. I empowered business teams with self-serving insight tools, based on first-time cross-pollination of data hubs, and a key component of the role was to recruit, develop and manage the performance of a team of 13 globally-dispersed specialists. → The Results• Oversaw short- and long-term business transformation by o delivering a multi-million pound Agile portfolio of high-impact projectso overseeing design of an innovative data science architecture to accelerate implementation of bank-wide initiatives using emerging technologies o agreeing an 18-month roadmap for the build and adoption of a new big data serviceo aligning leadership across compliance and operations functionso using KPIs to challenge success standards and surpass competitor benchmarking

EMEA & Americas Operations