Programme/Product Manager

• Jan 2022 - Present

Mainly focused on a suite of digital products (Websites, apps and the digital CRM system) I have created roadmaps for each of these products individually, feeding them into a wider overall digital roadmap to reflect both business and strategic priorities (change driven by the business e.g. new functionality or changes based on customer feedback) as well as necessary BAU changes (change required by the product/product team e.g. technology upgrades, tech debt). I have ensured agility across the digital space by helping the business analysts break down each piece into acceptable size features to ensure reprioritisation is smooth following a new change being raised. These roadmaps are presented back to a multi- department steering group of stakeholders (at senior management level) across the business on a monthly basis to ensure that they are aligned with the business needs. These sessions also provide a forum for discussion of any blockers or challenges the products are facing which can be used to shape the product backlog. Using these roadmaps as a basis I then work in a cross-functional Agile scrum team with members of the IT solutions department (including both in house and near shore business analysts, developers and testers) to turn these roadmaps into releases and bring these into fortnightly sprint planning sessions for delivery. I also work with business departments such as Learning and development to ensure that not only is the technical delivery for these changes successful, but that the change management aspects such as training and communication are also a success. Show less

Lead Business Analyst

• May 2021 - Jan 2022

Leading a team of Business Analysts and Junior business analysts in implementing and embedding Agile/scrum methodologies and best practice business analysis across 4 product work-streams. This involved training and supporting analysts through professional development and on the job learning as well as carrying out 1:1’s, annual reviews and other line management activity for Junior Business analysts. I also lead on risk management mitigation throughout the work-streams to help identify and mitigate risk as early on in the SDLC as possible by creating an excellent working relationship between the change, compliance and information security teams, ensuring we were meeting our regulatory and security requirements within every change. Show less

Business Analyst

• Sep 2019 - May 2021

Working a Business Analyst for the digital work-stream advocating an Agile approach through a Scrum delivery framework within a Product Management model. Working on BAU/necessary changes (e.g. information security and regulatory changes) as well as key strategic initiatives including introducing a service based Chat-bot, automating agent processes for non value adding tasks and automating case routing to ensure cases are worked by the right team at the right time (through Salesforce Service Cloud) and implementing new functionality within a web portal Show less

Operations Business Systems Analyst

• Jan 2018 - Sep 2019

Working to improve the main enterprise system used by the membership team to administer member records. Also worked as part of the first project in the digital programme to integrate from the website directly and immediately into the main enterprise system using API’s. Responsibility included stakeholder management and engagement, requirements gathering through interviews and workshops, user story and acceptance criteria creation using the gherkin language. Assisting with system testing and user acceptance testing. Show less

Credit Control Advisor

• Apr 2016 - Dec 2017

Controlling and auditing member payments and refunds. Investigation of member records to ensure correct payments have been made. Working with other teams to advise on member payments. Helping with complaints investigations to ensure that payment compliance has been adhered to

Membership Services Advisor

• Oct 2014 - Mar 2016

Dealing with correspondence and telephone conversations with members regarding all aspects of their membership including membership details, payments and applications. Providing excellent customer service and handling negative feedback.

Trained fitter

• Aug 2009 - Sep 2014