Experience

Cognician

• E-Learning Providers
• 1 - 100 Employee

• Head Of Customer Experience

  • Jan 2019 - Present

  Head of Customer Experience and Project DeliveryOur clients are Fortune 500 companies ranging from management consulting, pharma, banking, retail, and beyond. The Head of CX oversees a portfolio of 100+ projects per annum and maintains customer experience and relationship focus. Customer Experience: * Accountable for developing and implementing long-term and short-term customer-centric goals across the organization and a stakeholder engagement strategy* Develop a level of understanding of the most critical customer touchpoints across the customer journey that drive real value to the customer and the enterprise* Ensure levels of performance and assists with establishing feedback loops that help identify and prioritize improvements* Identify critical Customer Experience data metrics to track on an ongoing basisCustomer Project Delivery: * Develop, support, and manage key client development initiatives, from planning to execution of all customer work* Lead team of account managers and project managers across the development of digital learning solutions* Provide project exception reporting and analysis at the portfolio level* Develop and implement processes to scale the impact of the team and ultimately push the entire organization to operate more efficiently* Predict roadblocks and obstacles and establishes effective interventions to create cross-functional alignmentFunctional skills: * Complex problem solving * Creative thinking* Senior management experience* Stakeholder management* Customer experience management * Account management* Project management* Analytical and decision-making Show less

• Account Manager

  • Jan 2017 - Jan 2019

  Served as the lead point of contact for all customer relationship matters for an international professional services company. Worked with our customer and internal team to design a set of programs aligned with Cognician's philosophy and product capability whilst ensuring that they were tailored to our customers’ business objectives and strategy.Managed the successful roll-out of the client learning solution designed to support workshop and on-the-job learning for a leading operational excellence cloud-based platform. The platform aims to help clients significantly enhance their performance improvement programs in supply chain and manufacturing. Show less



BEERHOUSE by Beer Revolution

• South Africa
• Hospitality
• 1 - 100 Employee

• Performance Improvement Manager

  • Sep 2014 - Dec 2016

  Working on start-ups gives you the flexibility to create value where you feel that it is needed and most importantly where you feel that you can add the most value. My main priority at present is to create a Performance Management System in each business, working through the strategic direction and establishing organisation wide goals and metrics, creating a clear organisational structure and business model whilst establishing a reporting system to enable organisation wide performance progress. This will be done by engaging changes in processes, ensuring that customer & business requirements are understood, designing processes and systems and ensuring full ownership of process management whilst trying to remain agile enough to encourage collaboration and continuous improvement. As well as engaging changes in the way that we treat our people through activities like: job specifications, skill requirements, performance reviews, personal development plans, having the correct tools and training. By creating Performance Management System that helps to clarify goals at an organisational and individual level, I hope to drive the business forward to meet our vision. Show less

• Project Manager

  • Oct 2013 - Dec 2016

  Projects: Beer Revolution/Beerhouse/99 Bottles (Ongoing): Establishing strategic direction, goals & metrics. Facilitate the implementation of OKRs (Objectives & Key Results) which serve the strategic direction. Implement an internal performance review and reward system. Beer Revolution (Ongoing): Creating change management approach, identifying & funding new changes, prioritising against strategic goals and allocating resources. 99Bottles(Ongoing): New Project. Start-up of a distribution business, have commenced process design, process ownership (RASCI), identifying skills & resource requirements and business operating model. Xero: The implementation of Xero (Accounting Software https://www.xero.com) into Beerhouse. Including – process design, process ownership (RASCI), identifying skills requirement, training and coaching on the system. Kounta: The implementation of Kounta (Point of Sale Software http://www.kounta.com/) into Beerhouse. Including – process design, process ownership (RASCI), business system design, identifying skills requirement, training and coaching on the system. Beerhouse Fourways: New business start-up, full project management of the planning, design, build and budget of all physical aspects of building. Focus on the link between accounting and operating processes and feed into the Beer Revolution. Beerhouse Long Street: Project management of the building of an extension including all of the planning, design, build and budget of all physical aspects. Show less



Heart Capital

• Cape Town Area, South Africa

• Project Manager

  • Apr 2013 - Aug 2013

  I embarked on an 8 week internship with Heart Capital to broaden my knowledge of and gain skills within the Social Sector. This project is under NDA so cannot be discussed in detail however below is some indication of current activities. Activities include: • Clarify and articulate strategic business goals, translate into objectives & deliverables and seek to drive decisions to gain clarity and remove uncertainty • Apply project management methodology to ensure that it is delivered within budget, on time and to expected quality • Establish project scope, objectives and deliverables with key business owners • Build phased project plan for entire project life-cycle ensuring that there is sufficient detail to sign-off a detailed project plan at the end of the internship • Ensure all plans clear, concise and transferable to other Project Management resource at end of internship • Engage project team and manage workload • Identify 'Quick Wins' to be implemented to drive vision forward Show less



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Business Case Development - Contractor

  • Jun 2012 - Dec 2012

  Business Process Analyst• Investigate, quantify, capture and validate potential benefits• Engage with Group Business Units to produce impact assessments of any work re-directed into their areas in terms of increased: cost, resource requirements and overheads. • Review customer proposition and produce against a new model and identify any gaps • Identify and articulate operational and programme risks and dependencies as a result of changeProgramme Management Office• Initiate formal programme governance on behalf of Programme Manager such as: Steering Groups, Programme Management Groups, RAIDs Reporting, High Level Plans and Progress Reporting. This included pack creation, review and distribution at director level. Show less

• Products & Proposition Work Stream - Contractor

  • Feb 2012 - Jun 2012

  Business Analyst• Capture and update existing product specifications for products mapped onto T24 i.e. ‘As Is’ product functionality/specification• Identify and define new specifications for products to be configured under the new legal entity • Document and define business requirements for all changes required to products and services• Increased stakeholder engagement to the requirements capturing process Assistant Project Manager• Define the Proposition Target Operating Model for T24 Release 3 with the business• Enabled key decisions to be made around proposition for SEPA/FPS, overdraft fees & charges structure and customer impacts of having accounts across multiple jurisdictions• Attend key programme meetings on behalf of Workstream lead to report progress to Programme Manager• Validate ‘defender positions’ within business area in order to refine scope prior to workshops• Plan requirements gathering activity and align planning activities to Business Architecture & IT Show less



RBS

• United Kingdom
• Banking
• 700 & Above Employee

• Portfolio Management - Contractor

  • Sep 2011 - Feb 2012

  Portfolio Management Office • Assessing and managing risks and issue processes across the Rainbow Programmes (Segregation & Separation) • Reporting of risk and issue data into programme directorates • Liaise with Risk Partner to ensure alignment of risk management processes to RBS Group Standards • Creation of The Rainbow Risk Management Forum, with senior programme managers from across Segregation and Separation Programmes and their PMO support. To challenge and monitor risk and issue management across the programme • Increased quality of identification and reporting of risks into the Business Services Risk Management Forum Show less



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Programme Management Office

  • Apr 2010 - Sep 2011

  Programme Management Office• Deliver effective PMO management support on schedule, within budget and in compliance with the LBG Quality Management System/ Change Management Approach project methodology • Support management of programme deliverables of the key milestones • Assist in tracking project timescales and budgets, monitoring delivery to agreed business objectives, requirements and quality objectives, assessing and managing risks and identifying counter measures• Develop and maintain effective working relationships applying with colleagues inside and outside the project and change teams • Creation of project-related presentations to gain acceptance and support for forthcoming changes• Implementation of LBG Change Management Approach RAIDs management and Reporting processes and best practice across the programme, offering support to work streams through 1:1 coaching and workshops• Coordinate Steering Groups and Programme Management Groups, their submissions and outputs as well as building relationships with key programme stakeholders Show less

• Senior Banking Adviser

  • Dec 2007 - Apr 2010

  • Strengthening and managing the relationship of a portfolio of 800 medium to high net worth customers within Lloyds TSB Worldwide Service.• Identify products and services tailored to individual customer needs. • Recognise and act upon opportunities for long term investments and savings strategies.



Zurich Insurance

• Switzerland
• Insurance
• 700 & Above Employee

• Commercial Motor Claims Team Manager, Total Loss Team Manger Personal Insurance & Total Loss Advis

  • Feb 2005 - Aug 2007

  Activities included: • Effective management of a team of commercial accidental damage claim handlers, guaranteeing the delivery of excellent service to our Global Corporate & Major Customers. • Implementation of processes to ensure full adherence of all local teams to Zurich Financial Service and FSA (Complaints & Treating Customer’s Fairly) compliance standards. • To successfully manage a team of Total Loss Claims Advisors and ensure that the team delivers a high quality and cost effective service to its customers. • Conduct quality and assurance audits on customer’s claims & incoming customer calls. Show less