Product Owner

• Jul 2022 - Present

Product Analyst

• Dec 2020 - Jul 2022

Key responsibilities include providing data-driven insight to inform business decisions. Working closely with Scale to ensure decisions are data-driven, while presenting my findings across Mettle to facilitate discussions & develop understanding. Also, leading the design, implementation and management of a companywide set of dashboards to ensure the business can repeatedly track top-line performance, diagnose why trends are changing and take informed actions as a result.

Customer Journey Developer – Shared Experiences & Digital Transformation

• Mar 2020 - Dec 2020

Key responsibilities include using data driven insights to digitize & simplify our journeys, improving the customer experience when they open a Current Account. Collaborating in cross-functional teams to ensure customer focused solutions are delivered at pace while maintaining a commercial focus. Key Deliverables - • Onboarding a Google Geocoding service, improving the accuracy at which we assign sort codes and preventing new customers being directed to closed branches, estimated to impact 700,000 customers in 2021.• Led the team’s Business Process Management (BPM) work on two of our major releases. Designing solutions to ensure the effective fulfilment of customer facing communications, modernizing MI reports, analyzing & improving the manual interaction with agents, and ensuring the customer is processed correctly.• Responsible for the 'Batman Returns' release business governance which covered a number of products & brands, assisting in its successful delivery.• Led an analysis of the Student pre-application journeys, resulting in a number of recommendations being implemented, mitigating pain points & reducing the number of customers dropping out the journey. Show less

Development Lead - Innovation & Development Council

• Aug 2019 - May 2020

I led the Development stream of the Innovation & Development Council alongside my role. I was personally responsible for managing a team of nine, recruitment, controlling the budget, and directing its mission statement & roadmap. Representing the NatWest Groups 2018/19 Graduate cohorts.Key Achievements –• Implementing cultural change by replacing a siloed work culture with an innovative, collaborative culture.• Redefined the mission statement and scope of the Development stream.• Expanding the team size, from five to nine, allowing us to deliver greater value.• Retained a larger proportion of the overall Council budget allocated from Early Careers, due to the strongest value proposition and effective stakeholder management. Show less

Project Analyst - Customer Life cycle Domain – Commercial & Private Banking

• Sep 2019 - Mar 2020

My key responsibilities included managing the Customer Lifecycle Domains work reception process, helping implement the Wave Model (Idea to Value) and working to understand the true cost of delivery for work within the model.Key Deliverables -• Led an end-to-end review of the work reception process, culminating in several recommendations which I presented to senior leaders for approval.• Implemented improvements to the work reception process, resulting in improved tracking capabilities, linking the realized benefits to the expected benefits, and allowed effective prioritization.• Developed a process to understand the cost of delivery for work accepted by the Domain, proactively bringing a design thinking mindset to promote innovative ideas within the working group. Show less

Project Analyst - Architecture Governance

• Mar 2019 - Sep 2019

My key responsibilities involved assisting the move to a Domain model across the NatWest Group, collaborating across Domains to ensure application ownership, and managing the Architecture Centre of Excellence (CoE) communication strategy.Key Deliverables -• Modernized the Architecture CoE communication strategy, achieving 20,000 interactions over a 6-month period, promoting its roadmap and driving engagement with Architects throughout the bank. • Leading a cross-functional working group to allocate, remediate and confirm the ownership of applications within Domains, eliminating the backlog of ‘orphaned’ applications.• Embedding a process to effectively allocate new ‘orphaned’ applications going forward. • Created a method to consolidate and compare Domain Technology Roadmaps, allowing more effective reviews and offering a better understanding of the required process improvements going forward. Show less

Project Analyst - Digital Infrastructure

• Sep 2018 - Mar 2019

Key responsibilities involved supported projects through the Infrastructure governance process, helping to manage the Infrastructures teams resource planning and manage several projects Infrastructure plans. • Ran a cross-functional collaborative weekly session to discuss blockers and how to remove these.• Created the Cora (AI chatbot) Infrastructure plan and progressed the technical governance.• Created a unified Resource Consolidation process to highlight upcoming resource constraints, allowing greater forward planning and impediment removal. Show less

Data Administrator and Customer Support Representative

• Aug 2017 - Feb 2018

Working with the Vision Care team to support opticians over the phone, answer queries and develop new starters within the team. Working with the Vision Care team to support opticians over the phone, answer queries and develop new starters within the team.

Campus Brand Manager

• Sep 2016 - Jul 2017

Within this role, I represented the company and its brand image on campus within my University. My main responsibility was to highlight the benefits of working for the firm to those seeking both graduate and undergraduate roles, with the overall aim to find talented candidates while promoting the company's image and appeal. Within this role, I represented the company and its brand image on campus within my University. My main responsibility was to highlight the benefits of working for the firm to those seeking both graduate and undergraduate roles, with the overall aim to find talented candidates while promoting the company's image and appeal.

Management Trainee

• Jun 2015 - Jul 2016

I was originally based in Taunton and then relocated to the Yeovil branch. During my time in each branch I had a range of responsibilities to fulfil. To begin, my responsibilities focused on increasing revenue, while improving and maintaining a high level of customer satisfaction, by focusing and adapting to the customers’ needs and in turn meeting sales targets. During my time at the company I was above my expected sales targets 11 times out of 13. Moreover, I began taking control of the branches late shift operations on a regular basis, leading a team of 3 or more. After performing well in Taunton I was moved to the Yeovil branch in an aim to transfer skills and improve the team’s sales culture. Here I continued to take on new roles and responsibilities with the aim to learn as much as possible during my year in industry, allowing me to transfer these skills elsewhere. My roles varied between the training of new staff, running the front desk and promoting branch growth through the expansion of our corporate accounts base. Additionally, I was soon trusted to act as the areas ‘Out of Hours Agent’ for a number of branches. My time at Enterprise Rent-A-Car has allowed me to work in a fast paced, highly competitive retail environment where team work, being able to take the initiative and self-motivation are keys to success. In turn, this has pushed me to take on and develop a range of skills which I will be able to transfer in the future. Show less

Customer Service/Sales Assistant

• Sep 2014 - Jun 2015

In my role as a Customer Service/Sales Assistant I have the responsibilities of ensuring that I provide high customer satisfaction, that queues are kept to a minimum and that the product lines are checked and quickly restocked. Additionally, being able to work effectively in a team is essential in such a fast paced environment. Such responsibilities are critical in maintaining the high standard put in place and also giving the highly supportive local community the confidence to continue giving such support. I have learnt a range of skills at my time so far at Sainsbury’s, these include being able to work effectively as a team, managing my own time and skills with that of other employees in a fast paced environment. Moreover, I have become more flexible as an employee, becoming multi-skilled and adapting well to the day to day changes in the store. Show less

Student Ambassador

• Sep 2013 - Jun 2015

My main responsibilities were to attend and support Open Days through offering practical advice, leading teams and representing the university brand. This required me to be confident, well-informed and able to use my own intuitive to tackle tasks independently. In turn, allowing me to ensure the Open Days were well organised and offered potential undergraduates the relevant information while maintaining and representing the University’s reputation. The most important skill I have learnt so far as a student ambassador is to always enter a situation confident in the knowledge I am able to use my intuitive and management skills to represent my university to the highest standard. I believe this is not only an important skill but that it is also transferable between jobs. Show less

Student Representative

• Sep 2013 - Jun 2015

In my role as a Student Representative I was responsible for voicing and representing the student's opinions on my course; acting as an intermediary between the student body and its module leader, among other figureheads. Ensuring the student body was heard, that their opinions are accounted for and that actions are taken in accordance were my key roles in this position.There are many skills I learnt as a Student Representative, such as being approachable, open to suggestions and confident that I can represent them fully. I believe these are not only key skills but are also easily transferable to many different areas of employment. Show less

Halls Representative

• Sep 2013 - Jun 2014

I had the responsibility to be an intermediary between the student body and the VP Community & Welfare to ensure the student voice was heard and actions were taken in accordance with their demands.

Supervisor/Sales Assistant

• Jul 2012 - Nov 2012

In my role as a Supervisor/Sales Assistant at Zest Juice Bars I worked with a team of two others or independently. Here I had many responsibilities, such as supervising other employees, to open/close and run the store independently of outside support or assistance. The main goals were to ensure the store continued to operate efficiently, often without assistance; both the management of other staff members and general upkeep of the store, such as restocking, were essential in accomplishing this. The main challenge of this role was to not only assure I had the correct knowledge to manage any given situation but to be able to deal with situations independently; critical to this was being able to use initiative in doing so. The result of this was a proficient team, satisfied customers and the development of my skills to work independently using my initiative. Show less