Driving the technology road map for Salesforce, Workday and Martech

As the Senior Customer Experience Transformation Partner at Tata Consulting Services, I lead customer experience transformation initiatives within Jaguar Land Rover with a specific focus on harnessing Salesforce's suite of products and services. In this senior leadership role, my primary responsibilities encompass:• Client Engagement and Growth • Cross-Functional Leadership• Continuous Innovation• Relationship ManagementIn this senior role, I bring deep expertise in Salesforce, strategic vision, and leadership to create customer-centric transformations that drive significant business value.

As a Senior Managing Consultant in the Marketing & Technology Transformation practice, my role involved two main areas: developing the practice's Go-To-Market strategy and Salesforce offering, and working with clients to address their martech needs.At Ford, I served as the Salesforce product owner for a US motor manufacturer, leading their end-to-end transformation across Marketing, Sales, and Service Cloud. Additionally, I built out their strategic roadmap for the credit and commercial division.In terms of practice development, I successfully built an opportunity pipeline worth £3 million, and developed the GTM proposition for the marketing strategy area of the practice. I also worked on developing partnerships across the martech platform market, and collaborated with various martech market leaders to create a joint training proposition for clients to upskill their staff.

As the leader responsible for driving the digital transformation of IRIS Software Group, my primary focus is on collaborating with the IRIS Board to convert IRIS into a digital business using cutting-edge technologies such as Salesforce, Marketo, and Adobe.My key responsibilities and roles include:Evangelizing the importance of digital strategy to various teams and throughout the organization as the owner of digital transformation.Defining the target operating model for digital marketing and growth, establishing new teams, and implementing agile marketing methodologies to streamline operations.Establishing a digital center of excellence to provide dedicated training and growth opportunities for all staff within IRIS.Establishing a customer-centric digital engagement model for new business, renewals, and customer support to enhance the customer experience.Defining the product roadmap for the martech stack that will facilitate IRIS' transformation into a new business model.Redefining the digital acquisition strategy, with a significant focus on SEO as the primary driver of market growth.Building out the attribution model for the digital marketing portfolio, with a particular focus on improving Marketo and rolling out the tool across the business to enhance performance metrics.

As the leader of the digital transformation of Capita.com, I collaborated with senior leaders to revamp the digital platform across all of Capita's 120 business units.Key Responsibilities / Roles:• Headed the digital workstream for the growth transformation project• Implemented a new digital targeting operating model to increase agility and speed to market• Deployed marketing automation platforms (Pardot & Marketo) across several divisions within the group• Formulated and executed the digital acquisition strategy, with a major emphasis on SEO to boost brand awareness• Defined the optimal use of data and CRM to determine the appropriate attribution model for each business• Implemented the new digital platform and infrastructure to support the company's growth targets, including a new website, personalisation tools, and Digital asset management tool.

Heading up Product and digital for the Insure Tec company Canopy, working with the senior team to aid in launching the rental insurance platform and applicationKey Responsibilities / Roles • Building and implementing the digital acquisition strategy, with a heavy focus on SEO as a key drive to build brand awareness • Aiding Canopy’s CEO in the development of their solution and insurance offerings. • Defining their product road map and marketing strategy for the next 12 months.• Working with their teams to establish clear processes for product innovation, development and maintenance.• Building their agency portfolio to manage paid media, PR and PrintKey Achievements • Wining £100,000 grant for product innovation – Enabling renters to use their history to improve credit score • Bring on Open banking technology to aid in the product and rating capability within in a month• Launching all new products and enhancements of the Canopy mobile application• Defined TOM for the Canopy business

Heading up digital and Innovation for insurance vertical within consulting, working in collaboration with our clients to drive their digital agenda and improve customer experience Key Responsibilities / Roles • The digital expert on salesforce marketing and service cloud deployments.• Defining the marketing automation strategy and implementation of Saleforce marketing cloud• Developing the go to market digital innovation strategy for the insurance vertical • Devising the customer engagement strategy and innovation programme for existing clients • Digital expert / lead on all insurance bids and proof of concepts • Working with a large UK insurer to define there POC for IOT • Heading up the digital transformation of a large insurance client, defining their target operation model, managing the design and build of their new websites and digital strategies• Bid management and development • UX consultant on a large premiership football club CRM programme

• Accountability for the website P&L, developing opportunities to maximise revenue and ROI• Developed a clear digital marketing plan alongside Head of Marketing to ensure balance of customer acquisition and retention• Ensured product is launched timely and efficiently and always brand aligned, keeping close to the content and analysing performance• Ensure close working relationships across digital and the wider business areas• Transforming the existing call centre to provide a multi-channel insurance operation centre• Implemented new website and all new acquisition strategy for the Military Mutual • Deployed Email marketing strategy and platform

Leading a large team and heading the new channels and CRM areas of Direct Line Groups business transformation programme, implementing new cloud based systems and process to allow Direct Line to succeed in its strategy to become the best UK insurer.Notable Accomplishments:• Negotiated new commercial pricing models with Money Supermarket and Compare the Market resulting in 25% increase in market share of their panels.• Leading three key work-streams on the largest transformation programme in Europe delivering a new CRM platform, multi-channel communication systems including social media, web chat and email/SMS. • Implemented the company’s first social customer service platform and strategy allowing Direct Line to interact via social media.• Launched Direct Line’s key home and motor brands on the Compare the Market platform.

Heading up the price comparison work stream of Direct Lines Groups business transformation programme. Brands programme, implementing new cloud based systems and process to allow Direct Line to succeed in its strategy to become the best UK insurer.Notable Accomplishments:• Negotiated new commercial pricing models with Money Supermarket and Compare the Market resulting in 25% increase in market share of their panels.• Leading three key work-streams on the largest transformation programme in Europe delivering a new CRM platform, multi-channel communication systems including social media, web chat and email/SMS. • Implemented the company’s first social customer service platform and strategy allowing Direct Line to interact via social media.• Launched Direct Line’s key home and motor brands on the Compare the Market platform.

Managed all acquisition channels for Aviva’s online only insurance start-up company. Worked with the 4 major price comparison sites and Facebook to develop cost effective business channels. Led a team of 5 staff.Notable Accomplishments:• Launched “Like my driving” a successful Facebook campaign which led to a 15% increase of website “likes”.• Improved aggregator conversion by 9% across all 3 main providers.• Jointly published an article on the how mobile emails can aid in increasing sales conversion (www.cheetahmail.co.uk).

Worked with a number of successful brands from Marks & Spencer’s to the Post Office to advise on their online strategies, providing them with white labelled motor, home and van insurance products.Notable Accomplishments:• Developed BGL Group’s mobile strategy, ultilising a number of partner brands and the launch of the first trial of HTML5 within the BGL group.

Worked with 25 offices to develop their online strategies via an array of online mediums, PPC, SEO Social media, email campaigns and brochure ware sites with quote and buy facilities. Provided e-commerce support for a number of brands with a variety of niche insurance products, developing and implementing a multitude of online marketing strategies. Notable Accomplishments:• Launched a SME insurance brand along with an aggregator white label solution to be used by multiple aggregators • Launched an aggregator for caravan insurance as a joint venture with the Van Insurer

Product lines Finance which includes mortgages, unsecured loans, insurance • Strategic market planning • Supplier sourcing and Relationship management • Online strategy development • Social media management and strategy development • Agency management • Market analysis of the financial and home improvement markets• Stakeholder management• The development of training programmes and support material • The development of internal and external marketing communications and literature• Product management and development • Market research • Maintaining compliant and legal practices and literatureKEY ACHIEVEMENTS The launch of a new green strategy along with a new range of green productsThe re-branding of Anglian Windows unsecured finance range The development and management of new financial training and material

PROPOSITIONS DEVELOPMENT CONSULTANT Norwich Union Jan 2006 to Nov 2007• Product development • Stakeholder management• Account management• Saga insurance • HSBC• ASDA• Barclays • Campaign management• Internal and external communications• Product management • Market research KEY ACHIEVEMENTS The development of a New High net worth insurance proposition, which include new products, services and sales and claims teamsThe development of a sole trader insurance propositions designed for SME van drivers