Business Analyst

• Jan 2023 - Present

Podcast Co-Host

• Jan 2022 - Dec 2022

• Assist in developing podcast story and strategy• Conduct research to develop episode structure and discussion topics• Host podcast and interview guests in their area of expertise

Business Analyst

• Mar 2020 - Dec 2022

Responsibilities & duties:• Act as an Ambassador User within the delivery phase of the DSDM process (Agile methodology)• Perform research to produce business requirements • Produce feasibility and foundation stage documents, with requirements and acceptance criteria• Manage the product backlog with continued refinement, review, and prioritisation• Prepare product documentation, including user guides, videos and Impact Analysis information • Attend conferences to further product domain knowledge (with a general focus on HR and a specific focus on Learning and Development)• Present appropriate product updates and domain area presentations at customer user groups, showcases and industry events• Contribute to the marketing function; in particular, the promotion of new features and benefits for use in the development of portfolios and communications• Assist with the sales process including the attending of prospect demonstrations• Work closely with the Product Manager, and other key stakeholders, across the business (UX designers, software engineers, marketing) and customer base

Senior Payroll Analyst

• Feb 2020 - Mar 2020

• Accountable for the quality and accuracy of payroll services delivered, ensuring confidentiality and GDPR standards are maintained• Responsible for ensuring all services are being delivered in line with the customers’ SLAs• Responsible for coaching, development, and support of Payroll Analysts, in line with appropriate policies and procedures• Build strong customer relationships and effectively manage expectations, alongside taking ownership of escalations through to resolution

Payroll Analyst

• Feb 2019 - Jan 2020

• Responsible for handling payment data from origin to process, analysis, checking reconciliation and accuracy, as well as providing support to customers• Follow processes and adhering to SLAs, ensuring that work is completed accurately and within agreed time frames

Customer Service Advisor

• Mar 2018 - Jan 2019

• Responsible for answering a high volume of telephone calls from members of the public; using a bespoke CRM database to enter a range of confidential data; supporting customers with issues or problems that arise; and escalating complaints to senior members of staff • Responsible for answering a high volume of telephone calls from members of the public; using a bespoke CRM database to enter a range of confidential data; supporting customers with issues or problems that arise; and escalating complaints to senior members of staff

Implementation Project Manager

• Nov 2016 - May 2017

In this role I continued all duties of an Associate Implementation Manager (see below) as well as becoming more involved with other key aspects of implementation project management, which included: • Working as a consultant to business development associates during the bid process • Being the central contact point between internal business development associates and managers and clients in budget discussions • Acting as a department stakeholder in operational readiness projects and coordinating changes to existing services and products • Managing complex implementation projects, acting as the key client contact during the development of new service offerings and managing the client relationship during the project implementation phase • Working with training specialists to create and develop training materials across the new product and service lines implemented, as well as acting as trainer for high risk/low volume services • Mentoring Associate Implementation Managers and Implementation Specialists

Associate Implementation Manager

• Nov 2014 - Nov 2016

• Responsible for the implementation of assigned projects within expected timelines from project initiation through to transition into the service delivery teams • Act as primary client contact during the project implementation phase and continuing to act as client escalation point post implementation • Deliver a positive, memorable and meaningful service which meets or exceeds the expectations of both the internal and external customer • Host client kick-off and project planning meetings. Gather information to define and document service requirements and propose possible solutions • Work collaboratively with Customer Care Management to agree resources and strategies to deliver a complete and seamless service to clients • Provide stakeholder input into product development work streams • Regularly review service issues and trends seeking to proactively identify efficiencies and quality improvements in both support process and product design

Product Lead

• Jun 2010 - Nov 2014

• Responsible for support services provided for electronic data capture (EDC) products (DataLabs, InForm, RAVE) • Attend internal study meetings both prior to and post go-live • Creation and maintenance of supporting documentation and training materials alongside training delivery and associate mentoring • Review and improve processes to increase efficiency • Build and run metrics reports for internal and external clients • Working to implement new projects/products/services within Customer Care • Workload management of EDC issues worked by first line support as well as work review/assessment

First Line Support Associate

• Jan 2009 - Jun 2010

• Responsibilities included management of live data changes for the RTSM (randomisation and trial supply management) product; primary response for the support group; handling of generic non-study specific queries; and providing first level support for DataLabs EDC (electronic data capture) queries • Following SOPs (standard operating procedures) and adhering to SLAs (service level agreements), ensuring that work is completed accurately and within agreed time frames