Jamie Thomson
Senior Business Analyst at Arrow Global Group- Claim this Profile
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English -
Topline Score
Bio
Credentials
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BCS Business Analysis
BCS, The Chartered Institute for ITJul, 2017- Nov, 2024 -
LCS Level 1b
Lean Enterprise Research Centre, Cardiff Business School -
Six Sigma Yellow Belt Certification
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Experience
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Arrow Global Group
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United Kingdom
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Financial Services
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300 - 400 Employee
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Senior Business Analyst
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Oct 2021 - Present
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Business Analyst
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May 2019 - Present
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Business Analyst
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May 2018 - Apr 2019
(Contract) Business Analyst – East Renfrewshire Council May 18 – ending Apr 19Contracted to map process, gather content and facilitate implementation of replacement service management system for ERC ICT department. This is being implemented across two main areas: Corporate and Education. - Gathering Requirements - Gather and document business requirements relating to implementation - Managing Stakeholders – Working across all departments involved with the system implementation / roll-out - Facilitating Workshops – Gaining both understanding of required change and sign-off from key stakeholders - Process Modelling – Capture current “as is” process and design “to be” to help implement system - Solution Testing – Creating test scripts from requirements and solely running UAT environment and test schedule - Project Management – Using varied methodologies to manage delivery milestones - Process Optimisation - Identify bottlenecks, inefficiencies and areas for improvementThis role has provided me with the opportunity to run a full system implementation from requirement gathering to overseeing the environment build and then full implementation. Phase 1 (Corporate) was successfully completed in Sep 2018 whilst Phase 2 (Education) in Jan 2019. The remainder of the tenure focused on optimisation and ensure the new system is functioning as efficiently as the work environment will allow.
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Momenta Group Global
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United Kingdom
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Staffing and Recruiting
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300 - 400 Employee
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Process Design Analyst
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Sep 2017 - May 2018
(Contract) Working as part of a large-scale Deloitte-led project specifically focusing on process improvement and efficiency for end-to-end complaints process linked to insurance sold against financial products - Managing Change - Own, manage and execute change requests across monthly release schedule - Gathering Requirements - Gather and document business requirements relating to process change and improvement - Managing Stakeholders – Working across all departments including Operations, Risk, Compliance, Policy etc. - Facilitating Workshops – Gaining both understanding of required change and sign-off from key stakeholders - Process Modelling – Capture current “as is” process and design “to be” - Project Management – Using varied methodologies to manage delivery milestones - Process Optimisation - Identify bottlenecks, inefficiencies and potential cost / effort reduction - Regulatory Awareness – Working within the confines of FCA regulation This role has provided an introduction into financial products, systems used within the banking environment, the process required for closure of PPI complaints and a good foundation in the customer journey within this space.
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Teleperformance
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France
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Customer Experience Manager
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Apr 2016 - Aug 2017
Supporting multi-channel outsourced resource to identify stakeholder requirements and recommend subsequent cost, revenue and improvement strategies based on analysis / audit findings. Specifically:• Customer Journey Mapping - Explore customer journeys to best replicate effort and experience• Gathering Requirements - Identifying definitive requirements aligned with business objectives• Defining Project Timelines - Creating series of project milestones to ensure timely delivery• Engaging Stakeholders - From sponsor to support ensure aims are clear and agreed at each milestone• Facilitating Workshops - Understand how the client operation works from those who do the job• Data Sampling - Conduct full contact audits across all mediums (voice, email, web chat and social media)• Analysis - Use data sample to determine trends, potential inefficiencies, and test hypotheses• Dissemination of Results – Presenting findings, back to senior stakeholders, with recommendationsThis role has helped further develop my stakeholder engagement skills, project management abilities and my understanding of customer effort, perception and experience across activity lifecycles. Has also provided exposure to other sectors, outside Telecommunications, including Retail, Insurance and Public Sector.
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Virgin Media
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United Kingdom
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Telecommunications
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700 & Above Employee
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Business Insight Analyst
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Apr 2009 - Apr 2016
Responsible for providing insight to senior management, driving performance, implementing change, process development, governance and contributing to overall efficiency of end-to-end process within Virgin Media Business• Business Insight - Developing and providing analysis to illustrate current trends / performance• Strategic Influence - Using analysis to influence strategy and drive improvement across the business • Lean Sigma - Using methodology to target process anomalies and provide solutions to such issues • Customer Journey - Subject matter expert across end-to-end process• Risk Analysis - Identifying and managing risks and issues within departments• Scorecard Collation - Creating weekly / monthly analysis packs for senior management team / boardDuring my tenure, I was an integral part of an in-demand insight team supporting multiple directors and guiding decisions made by senior management. I assumed role of team leader, lead analyst and process specialist as required. Often leading focus groups and workshops to identify issues / root cause, quantify potential threats, shape requirements and help develop insight and strategy whilst retaining a customer-centric yet cost effective mindset.
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Education
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University of Glasgow
MA Applied Social Science, Psychology, Philosophy and Business