Principal Business Analyst
CurrentLeading a small digital support team dedicated to improving the customers experience online. Product owner for three systems. Manage and oversee data collection, using emerging technology to track and understand customer incidents and improve experiences. Analyse customer data, identifying trends and deriving insights from a variety of tools; advocating and agitating for a continued improvement focus – using insights to shape decisions; leading the team in an Agile customer-focussed environment; producing detailed reports to senior stakeholders. Partnering with the development team to improve customer experiences and touchpoints.