Experience

United Utilities

• United Kingdom
• Utilities
• 700 & Above Employee

• Senior Project Manager

  • Jan 2022 - Present

• Business Analyst

  • Nov 2015 - Jan 2022

  ARIS - January 2017 to March 2017• Process alignment / review of BPMN Process Maps into ARIS• ARIS Business development support with Business Architecture Team (following Organisation restructure)• Leading on Lessons Learned outputs from Market Reform / ARIS project Market Reform/Water Plus - October 2015 to January 2017• Process improvement and mapping to BPMN standards• Support in development of requirements including requirement gathering and maintenance of requirements through testing.• Supported in business readiness and people change activity. • Change control ownership. • Responsible for designing test scripts to validate requirements. • Management of Project risks, issues, assumptions and dependencies. • Responsible for creation of Standard Operating Procedures inclusive of Business Processes for both pre-Market Reform and post-Market Reform• Training Delivery Support including training material validation and package creation• Lead role in Inbound Transaction Team Management, Team Communications, Quality Assurance and daily support of working Manual Transaction Processes. Show less

• Junior Business Analyst

  • Oct 2014 - Nov 2015

• Customer Advisor

  • Oct 2010 - Oct 2014

  During my years as a Customer Advisor, I was awarded North West Call Centre Agent of the Year Winner 2014. I was responsible for: Assimilation of relevant internal data systems to investigate and resolve billing and metering related concerns for customers.Lead role in developing a number of new processes from abandoned ASR line following creation of new reports received to support cash collection and support Customer Experience. Understand customer needs, elicit requirements ensuring balanced customer’s expectations with business process’ and policies; to achieve an agreeable solution. Identified new opportunities to increase efficiency and performance of existing operational processes (leak process) whilst considering timeliness, effectiveness and practicality. Generated solutions by approaching problems with open mindedness, reviewing facts to work through the options to identify the best possible solution for the customer. Show less