Experience

National Express LTD

• United Kingdom
• Truck Transportation
• 700 & Above Employee

• Head of Group Digital Products

  • Jun 2019 - Present

  I joined National Express Group to head their Group Digital Products. National Express is a British multinational public transport company that operates buses, coaches, trains and trams in the UK, US, Switzerland, Spain, Germany, Canada and Morocco. ​My focus area is to strategise, define and deliver digital products and services for the group which will deliver tangible value for money and best in class quality whilst ensuring a compatible strategic fit. Working with the local government to strategize and develop the Mobility As A Service (MaaS) solution for the West Midlands region of the UK. We have formed a consortium between National Express, West Midlands Combined Authority (WMCA) and West Midlands Train to encourage modalities to join, to deliver the best in class experience for users travelling around the West Midlands and develop the tools needed to use data to encourage people to travel more sustainably. Mobility as a Service (MaaS) is a one-stop interface – normally in the form of a mobile app with which users can plan, book and pay for a journey across multiple transport modes including public transport and active modes, as well as modes such as cycle hire, car hire, ridesharing, walking and cycling. Show less



Royal Bank of Scotland Business

• United Kingdom
• Banking
• 700 & Above Employee

• Associate Director Artificial Intelligence

  • May 2018 - May 2019

  I work in the fintech innovation cell of Royal Bank of Scotland focusing on AI (Artificial Intelligence) workstream, in the capacity of an Associate Director / Business Controls Partner to define, design and implement a simple & effective controls framework for keeping the Bank & its customers safe and secure. I work in the fintech innovation cell of Royal Bank of Scotland focusing on AI (Artificial Intelligence) workstream, in the capacity of an Associate Director / Business Controls Partner to define, design and implement a simple & effective controls framework for keeping the Bank & its customers safe and secure.



Workshare

• United Kingdom
• Software Development
• 1 - 100 Employee

• Director of Customer Experience

  • Nov 2017 - May 2018

  Workshare is a market leader in providing legal application software, especially for Comparison, securing confidential information and managing and tracking large-scale transactions. I joined Workshare in the capacity of Director of Customer Experience to address, define and shape up customer experience strategies for the organisation. I am leading the CEX programme that is defined and designed to optimise the exceptional customer experience. Based on the Industry standards, Customer feedback, Employee interview and reviewing internal structures, Customer Experience has been defined that will be implemented for 2018 and beyond. Payment Journey for Online subscriptions was really convoluted, I've redesigned the complete payments journey to ease out renewals for customers and hence reduce customer churn. This has immediately resulted in the reduction of customer Churn and 25% of the lost revenue has been recovered within 2 months. Show less



O2 (Telefónica UK)

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Product Owner

  • Nov 2016 - Nov 2017

  This is a Strategic Product Owner role for the O2 drive / Connected Cars. O2 Drive app is a mobile app that works with or without box on board installed in your car (depending on the type of your subscription). This device and / or app identifies your driving pattern and generates points for you. The method of identifying your driving patterns is complex and identifies how good/bad driver you are. When a customer buys O2 drive insurance, they get discounted car servicing and maintenance arranged for them, help and tips on how to become a safer driver, and exclusive perks from O2 for being an O2 Drive customer are offered. With your O2 Drive - Box on Board, customer could earn discounts when it's time to renew, just for driving safely. App was in its MVP state when I joined and it is my job to introduce features in the app and customer proposition to increase the usage of the app get a better customer feedback rating for the app. The role involves working in partnership with O2 Insurance partners and underwriters, provide them with relevant information on customer behaviour and driving patterns, increase market share of O2 drive, to define the strategic roadmap of introducing new features to the app and the customer proposition. Show less



RBS

• United Kingdom
• Banking
• 700 & Above Employee

• Scrum Master / Product Manager

  • Dec 2015 - Nov 2016

  Scrum Master / Product Manager with RBS. Working on customers in life journey automation and building self-service portal involving features like Payments, Stop Cheques, Standing Orders etc. for existing commercial and private customers. Scrum Master / Product Manager with RBS. Working on customers in life journey automation and building self-service portal involving features like Payments, Stop Cheques, Standing Orders etc. for existing commercial and private customers.



Barclays Wealth Management

• United Kingdom
• Financial Services
• 700 & Above Employee

• Business Analyst

  • Mar 2015 - Dec 2015

  Due to the confidentiality of the project, details cannot be mentioned. At a high level, this project intends to integrate Barclays wealth customers with the retail platform. I am working with the Accounts Opening work stream analysing the customer on boarding journey for existing customers to open account for a new product offering. Customer experience with the best in class user journey is the key focus, other important areas to adhere are FATCA, KYC, frauds, alerts and markers level details. Due to the confidentiality of the project, details cannot be mentioned. At a high level, this project intends to integrate Barclays wealth customers with the retail platform. I am working with the Accounts Opening work stream analysing the customer on boarding journey for existing customers to open account for a new product offering. Customer experience with the best in class user journey is the key focus, other important areas to adhere are FATCA, KYC, frauds, alerts and markers level details.



The Rank Group plc

• United Kingdom
• Gambling Facilities and Casinos
• 700 & Above Employee

• Business Analyst / Product Manager

  • Apr 2014 - Mar 2015

  Rank group is a leading European gaming business. Rank Group operates bingo clubs and casinos in the UK with complementary on-line gaming. Rank Group operates Grosvenor Casinos (35 casinos), Mecca Bingo (98 bingo clubs) and Rank Interactive (online gaming and betting). This was a contract Product Manager/BA position. Technology used: MS Project, MS Windows, MS word, MS Excel, MS Visio, Jira Domain: Retail, Web Projects, Online Gaming Implementation methodology: Agile Key projects undertaken at Rank • Endx (Membership/Registration/Player Management) system (CRM system used for club management) replacement • Card Payments (Online card payments) Exception Handling • EPoS (Electronic tills/Point of Sales) Upgrade • Poker Website Redesign Show less



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Strategic IoT Business Analyst / Product manager

  • Jan 2014 - Apr 2014

  Vodafone is one of the world's largest mobile networks. Vodafone Machine-to-Machine (M2M) connects ‘things’ to the internet, transforming them into intelligent devices that exchange real time information and open up a range of possibilities for how businesses are run. The ‘Internet of Things’ and Vodafone machine to machine (M2M) describes how sensors, tiny devices and embedded SIM cards in physical objects from cars to supply chains are linked through wireless networks using the same Internet Protocol (IP) that connects the Internet. M2M Solutions The M2M marketplace is complex and fragmented with numerous suppliers offering different components of an M2M solution. Vodafone reduces complexity, bringing together exactly the right mix of partners across the value chain to ensure that all project components work seamlessly over our global network while the customer needs only to manage one supplier. From business case and solution development to operational services, Vodafone offer a complete set of professional services to support customers at every step of the solution lifecycle. With M2M Solutions project, Vodafone is looking forward to simplify M2M solutions for customers as they contain high quality hardware and/or software together with pre-configured M2M connectivity services tested, supplied and supported by Vodafone. My Role: • Requirement Elicitation/Definitions • Define use cases for the new product to be launched by Vodafone • Stakeholder management • Define customer experience and customer journey • Product Management • Create and manage Market requirements document • Create and manage Business requirements document Show less



Linklaters

• United Kingdom
• Law Practice
• 700 & Above Employee

• Business Analyst / Project Manager

  • May 2013 - Nov 2013

  Linklaters is a 175 years old international law firm, with its headquarters located in London. As one of the leading global law firms, Linklaters undertake the most important and challenging assignments for the world's leading companies, financial institutions and governments, helping them to achieve their objectives by solving their most complex and important legal issues. This was a BA/Project Manager contract role. Technology used: MS Windows, MS word, MS Excel, MS Project, MS Visio Domain: Legal Implementation methodology: Agile My Role: • Project Management • Vendor Evaluation, Vendor Management • Risk Analysis, preparation and maintenance of Risk Catalogue • Gap Analysis • Detailed requirement gathering for the systems running across the platform • Interviewing senior level stakeholders of the organisation • Manage and Analyse infrastructure projects, SAS projects, upgrade projects • Reference groups sessions • Project Planning Key projects undertaken at Linklaters • Learning Technologies • Employee Wi-Fi Implementation- • Lync 2013 upgrade • Spam filters replacement Show less



Norton Rose Fulbright

• United Kingdom
• Law Practice
• 700 & Above Employee

• Business Analyst / Project Manager

  • Sep 2012 - May 2013

  Norton Rose is a leading international law firm, with its headquarters located in London. Norton Rose offers a full business law service to many of the world’s pre-eminent financial institutions and corporations from offices in Europe, Asia, Australia, Canada, Africa, the Middle East, Latin America and Central Asia. IT Transformation programme- IT Transformation programme at Norton Rose includes the implementation of Office 2010 and Windows 7, as well as a number of other systems. IT Transformation programme is designed to improve performance, productivity and collaborative working across the firm. The ultimate goal is to have systems that allow consistency across all of the member firms My Role: • Risk Analysis, preparation and maintenance of Risk Catalogue • Write Business Cases • Gap Analysis for the system • Detailed requirement gathering for the systems running across the platform • Interviewing senior level stakeholders of the organization • Detailed requirement elicitation • Creation and maintenance of Requirement Catalogue • Detailed compatibility study for existing applications Show less



Sportingbet

• London, Greater London, United Kingdom

• Business Analyst

  • Mar 2011 - Sep 2012

  Sportingbet is one of the world’s most well-known online gaming operators, offering customers an unprecedented number of sports betting opportunities along with a full suite of casino, poker and games. Founded in 1998 Sportingbet have been listed on the London Stock Exchange since 2001. I worked on the payrolls of an IT organization named as Gavs Technologies, but was onsite at Sportingbet. Regulatory/Compliance Business Analyst/Project Manager • Analysing regulatory compliance requirements for different territories of operation. • Analysing and Managing Work requests • Creation of Business Analyst Plan • Create and maintain Requirements catalogue • Creation of functional and technical analysis document based on the raised work request. • Work as a Project manager as soon as the work request is assigned to the BA team and take project from Analysis phase to Development, QA, release management and finally implementation. • Co-ordination with several teams for getting the work request implemented in a timely fashion • Constant interaction with clients/stakeholders and keep them updated with the progress of the project. • Requirement gathering, analysing the requirements, designing the solution and architecture. • Interacting with the client, technical design team, Technical Architect for identifying needs and mapping requirements accordingly. • Ensuring adherence to quality norms as well as implementing initiatives to reduce turnaround time. Show less



Mblox (now Sinch)

• United States
• Telecommunications
• 1 - 100 Employee

• Sr. Business Analyst

  • Dec 2010 - Mar 2011

  mBlox enables businesses to deliver and bill for mobile services and content around the world while simplifying the commercial and technical complexities involved. Specializing in global operator connectivity and mobile billing, we maintain connections to more than 600 mobile operators in 180+ countries through our carrier-grade network. Senior Business Analyst • Analysis of the existing systems architecture and come-up with an as-is and to-be approach • Developing requirement analysis/ business requirement documents, detailing functional and technical aspects of client requirements. • Creation of process flow diagrams. • Requirement gathering, analysing the requirements, designing the solution and architecture. • Helping out the Project/Work Managers in various aspects of managing the team. • Interacting with the client, technical design team, Technical Architect for identifying needs and mapping requirements accordingly. • Ensuring adherence to quality norms as well as implementing initiatives to reduce turnaround time. • Organizing workshops with clients, stakeholders of the project and internal team. Show less



TSYS

• United States
• Financial Services
• 700 & Above Employee

• Senior Business Analyst

  • Mar 2009 - Dec 2010

  TSYS, Ranked No. 8 among Top 100 Providers of Financial Technology, is a US based company delivering expertise to more than 300 clients in 75 countries. TSYS has been recognised as the market leader in providing electronic payment services to financial institutions and companies around the globe. TS2 is the core product of TSYS. TS2 is currently being used vastly in Northern America and Europe. Banking giants like Capital-one; Barclays are among some of the clients of TSYS. TS2 is a complete Banking solution system, I worked on a module called System Configuration Governor which is a blanket over most of the functionalities provided by the system, and some of the key functionalities covered within System Configuration Governor are Health Care, Cash/Equity Derivatives, Mobile Alerts and Credit card configurations. Lead Business Analyst • Leading a team of 7 Business Analysts. • Process Improvements-Implement new processes for improving the quality of deliverables. • Close interaction with Project Manager, performing few functions of project Management like providing time estimates, resource planning, resource growth, hiring new resources, mentoring, training the team, assigning tasks etc. • Developing requirement analysis/ business requirement documents, detailing functional and technical aspects of client requirements. • Creation of process flow diagrams. • Requirement gathering, analyzing the requirements, designing the solution and architecture. • Creation of Functional Design Documents, Business Specification Documents etc. • Helping out the Project/Work Managers in various aspects of managing the team. • Creation of Determinator Scripts. • Interacting with the client, technical design team, Technical Architect for identifying needs and mapping requirements accordingly. Show less



Sapient

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Business Analyst

  • Feb 2005 - Feb 2009

  • Worked as a Business Analyst for clients like United Utilities and Northern Gas Network for over a year at Warrington (North West of the England). • Leading support teams for providing high quality solutions to client for Ellipse ERP package which is being widely used for Asset management systems across the UK. • Creating Statement of work, creating high level, middle level plans for software development effort. • Developing requirement analysis documents, detailing functional and technical aspects of client requirements. • Bridging gap between client and development team. • Define acceptance criteria for completion of the solution. • Interacting with the client, technical design team, Technical Architect for identifying needs and mapping requirements accordingly. • Designing software architecture, including Class diagrams, sequence diagrams, DB models etc using UML tools like Visio, Omondo, ERWin. • Developing software application, on J2EE, using Struts, JSP etc. • Managing change requests. • Ensuring adherence to quality norms as well as implementing initiatives to reduce turnaround time. Show less



Greenfield Online

• Survey Programmer

  • Aug 2004 - Jan 2005

  • Developing Online Surveys programmed using ASP, SQL server and Confirmit (Tool for programming online surveys). • Interacting with Project Director and team members for identifying needs and mapping requirements for various studies. • Ensuring adherence to quality norms as well as implementing initiatives to reduce turnaround time. Significant Accomplishments • Received appreciations from Project Directors and Managers for outstanding work performances, hard work and cool attitude in crunch times and accomplishing on time deliveries Show less