Senior Business Analyst

• Jun 2022 - Present

Advised clients on standards, changes and trends within the energy market, and provided specialised energy industry knowledge and system integration expertise for start-ups as well as for existing and expanding energy companies. Advised clients on standards, changes and trends within the energy market, and provided specialised energy industry knowledge and system integration expertise for start-ups as well as for existing and expanding energy companies.

Technology Business Analyst

• Aug 2021 - Jun 2022

Senior Business Analyst & Product Owner

• Aug 2020 - Aug 2021

Responsible for delivery of SaaS software solutions for energy retailers in new utility billing software. The role includes ownership of client delivery and onboarding including leading an Agile scrum team, B2B client relationship management, delivery prioritisation and roadmap development. Responsible for delivery of SaaS software solutions for energy retailers in new utility billing software. The role includes ownership of client delivery and onboarding including leading an Agile scrum team, B2B client relationship management, delivery prioritisation and roadmap development.

Business Analyst - Products and Regulatory

• Aug 2018 - Jul 2020

Responsible for improving the customer experience and meeting new and complex product regulatory requirements across the suite of energy products and services. This includes delivering regulatory changes and initiatives covering a wide range of retail products and services across over 5 million end users. The role includes product delivery ownership through leading and working with stakeholders across the business, including marketing, sales, billing, credit, IT and Digital, in a delivery focused and hands on approach utilising with both Agile and Waterfall project methodologies. Some key activities include • Turning regulatory lead initiatives into detailed business requirements and business processes • Assessing change impacts and cost/benefit analysis across both product and project success metrics • Running workshops to understand the scope and impact of the change from a strategy, process and IT perspective • Defining solutions and recommendations for delivery of major regulatory initiatives • Working with all delivery and operational channels to deploy these initiatives

Product Manager - Broadband

• May 2016 - Sep 2017

Managed Optus’ Fixed On-Net portfolio of Phone and Internet products on Optus’ Cable, DSL (ADSL 2+) and Home Wireless networks. The management of this $1bn+ portfolio included driving operational efficiencies, profit margin and customer experience while reducing churn. This role was accountable for the customer support and end to end operation of the product portfolio, as well as ensuring that new products and services delivered an improved cost operating model and efficiency whilst maintaining product innovation.

Project Manager, Digital and Self Service

• Nov 2015 - May 2016

Led cross functional teams within Optus, and external suppliers, to deliver strategically aligned digital and self service projects on time and on budget, including leading and working with regional & offshore teams. This included managing risks and developing mitigations, incorporating behavioural change management using ADKAR methodology, stakeholder management, contract and SOW development with vendors, and accountability to senior leadership sponsor team.

Business Analyst & Project Lead

• Jan 2011 - Nov 2015

Developed and implemented initiatives to deliver revenue and customer experience targets through process, system and people driven changes. This included ideation, support and delivery aspects of projects including hypothesis generation, building business cases, data analysis, scope and requirements gathering, project and budget management, process mapping, requirement gathering, workshop facilitation, benefit tracking, change management and execution through leading virtual teams.

Offshore Operations Manager

• Apr 2010 - Jul 2011

Accountable for the call centre KPIs, relationships with, and operational performance of, 200+ staff of global call centre partner Convergys across multiple customer products. Role included regular travel to India to review operational performance, facilitate training sessions, and coach and mentor vendor leaders.

Team Leader

• Dec 2007 - Apr 2010

Led the delivery of recruitment, coaching, setting and reporting on KPIs, process improvement initiatives, compliance, staff management and succession planning. Led up to 20 direct reports.

Customer Service Representative

• Jun 2004 - Dec 2007