Head of Performance & Projects

• Aug 2023 - Present

Transformational Programme Manager

• Oct 2020 - Aug 2023

Programme Managing delivery of a 3yr business change transformation, inclusive of:- Transition to new Housing Management System- Cultural Change- Business Improvement- Customer Experience Transformation

Management Consultant

• May 2019 - Oct 2020

- Delivered a behavioural change programme to create an entrepreneurial culture within a £billion+ utilities business to increase business productivity by over 20% - Delivered a behavioural change programme to create an entrepreneurial culture within a £billion+ utilities business to increase business productivity by over 20%

Project Manager

• Jan 2019 - Apr 2019

Delivering the project to separate the technology and data workstreams as part of the acquisition of Standard Life by Phoenix Group . Details: https://www.bbc.co.uk/news/uk-scotland-scotland-business-45374065 Delivering the project to separate the technology and data workstreams as part of the acquisition of Standard Life by Phoenix Group . Details: https://www.bbc.co.uk/news/uk-scotland-scotland-business-45374065

Commercial Programme Manager

• Jun 2018 - Jan 2019

Responsible for managing Sky's commercial home move portfolio – managing a diverse programme of change and activity to optimise existing customer experience and to create a home move experience so attractive we can market above the line as a reason for customers to join SkyLead on a comprehensive review of our current position and create and deliver recommendations across all our contact channels to enable augmented marketing capabilities in the home move space.

Change Manager

• Dec 2013 - Jun 2018

Responsible for managing a diverse portfolio of cross functional change projects across Sky’s customer operations (c.15k employees) – working across contact centres, technology & mobile, in-field engineer and supply operations alongside transformational and behavioural change projects. Key AchievementsBusiness BuyoutDelivered transition of 500k customers from leading broadband provider to Sky, including creation of new operating model and product type to ensure customer and business needs met. On-boarded off-shore outsource partnerDelivered Net Promoter Scores of 50+ and surpassed anticipated customer attrition targets by 3%GDPRManaged operational readiness for EU GDPR regulations across 15k employees, ensuring mitigation measures and all processes reviewed to prevent 4% global revenue regulatory fine.First ever mobile & tv campaignDelivered Sky’s first joint mobile and TV campaign – delivery of campaign from inception to completion, ensuring customer journey’s mapped, full operational readiness and post campaign review and learnings recordedc£2 million in additional revenue to the business Show less

Trading Performance Manager

• Jan 2016 - Feb 2017

One year secondment opportunity to develop trading and marketing awarenessResponsible for managing the day-to-day inbound and outbound acquisition performance across 3 operational sites with responsibility for trading and commercial performance. Working across the wider Sales and Marketing group to track all marketing activity and understand both quantitative and qualitative impacts to our operational teams. Manage operational relationships to ensure best-in-class campaign delivery – working directly with sales managers to understand performance drivers, mitigation factors and implement changes and campaigns to achieve targets.Ensure robust delivery of all Marketing activity and bespoke campaigns. Show less

Excellence Designer

• May 2013 - Dec 2013

Key business owner of Sky’s Strategy to deliver the best customer service in the UK. Responsible for designing and defining the high level strategy to enable Sky’s business objectives. Worldwide benchmarking with competitors - understanding our current position and uncover opportunities to improve. Creating business cases for initiatives to improve customer service and net promoter - leading the project from inception to delivery, working with key senior stakeholders to ensure successful implementation. Responsible for high level operating model design and customer journey reviews across multiple channels, including contact centres, social media, online and retail. Show less

Quality Analyst

• Jan 2012 - May 2013

Taking a consultancy approach with the business and supporting unit stakeholders to identify, make recommendations and drive opportunities to improve the quality of contact activity conducted in the course of operational activityConducting in depth analysis to establish root cause performance issues (people, process and system) which can be developed to drive performance improvement activity across Sales and the wider Customer Group

Training Delivery Manager

• Mar 2008 - Jan 2012

Responsible for designing, delivering and developing training and development programmes tailored to HMRC’s and the individual trainees needs through creating effective induction programmes and devising individual learning plans Responsible for designing, delivering and developing training and development programmes tailored to HMRC’s and the individual trainees needs through creating effective induction programmes and devising individual learning plans