Helpston, England, United Kingdom
Summary Profile: 39 years of Project Management and Operational experience in the financial services, consulting and BPO industries. Trusted delivery lead across multiple outsourcers in respect of Phoenix Business transformation, digital and omni-channel initiatives as well as key regulatory programmes. Transformation Specialist with a demonstrated history of delivering successful programmes covering Digital enabled, Systems migration and Business transformation. Digital experience includes: Digital IFA Portal, Data Lake, Customer Experience assessment and omni-channel transformation. Currently taking a one month career break having been the delivery lead across 16 outsource partners for New Consumer Duty regulations across closed book products. Summary Experience: Digital strategy Digital capability assessment and road-mapping Omni-channel customer experience Business Transformation Platform Migration Hub Change managment Consulting for Deloitte in BPO Regulated change Key Achievements: Customer experience strategy: Supported Exec Sponsor in the definition of the Phoenix 5-year digital Strategy, customer experience vision, customer journeys and impact on enterprise architecture (in terms of costs and roadmap) which will enable delivery of superior customer experience and reduced cost to serve by leveraging disruptive digital technologies built in partnership with Diligenta/TCS Omni-channel business transformation: Led a joint team to transform the User experience for Phoenix customers and advisers by simplifying UI design of processes/systems in a seamless omni-channel environment. Digital operating model: Worked in partnership with Diligenta/TCS to defined the future state operating model for Diligenta Operations, including the different transitional states. Aligned the Transition plan to the functional delivery roadmap. Syndicated Organisational Design at Executive level to ensure buy in. BaNCS Systems Transformation - Phoenix Migration delivery lead on 3 major Transformation programmes which lead to c5 million policies migrated from a huge range of Legacy Platforms and satellite systems., within specified budget, timeframes and quality standards. BPO Consulting @ Deloitte: Supported partners in both winning new Clients e.g. Financial Services Compensation scheme and embedding Programme Management Governance and Assurance processes. Facilitated executive workshops to assess opportunities for operational efficiencies and enhanced business capabilities for BPO Clients.
A Prince 2, MSP and Risk Management qualified Senior Digital Project Manager with 24 years experience of Risk Management, Change Management, Performance Management, Project Management and Business Process Re-engineering. Recently, David has implemented the first phase of a Digital Transformation Programme bringing significant benefits to both customers and the Business.