Stanford Le Hope, England, United Kingdom
I am a dynamic, resourceful, goal-driven professional with 26 years of experience within the communications industry, and proven proficiency in stakeholder management within complex projects. I’m passionate about self-improvement through academic and sporting achievements, always looking for my next challenge, and I’m ambitious to continuously evolve and achieve. I regularly use my confidence in my ability alongside my leadership skills to motivate, mentor, coach and promote this behaviour in others. Involvement in major projects such as the rollout of the UK fibre network, BT's acquisition of mobile operator EE, and multiple strategic value proposition product development projects have developed critical skills in leadership and stakeholder management, and an eye for recognising how to achieve results within tight timescales and complex scenarios.
In this role I'm responsible for overseeing all aspects of Employee eXperience (EX) within the area of Digital Technology - formerly CTIO - with a focus on internal relationships, ITSM portals, and user journeys. The role involves driving major workstation projects, managing a team of technical experts, maintaining end-to-end accountability for employee experience areas, and ensuring alignment with the company's digital workspace strategy. The role also includes participating in the Digital Workspace Group Program, with a focus on developing frameworks and a clear vision for future employee engagement.
Drawing on my skills and abilities in leadership and educating, this role involves working with multiple international project teams either in the refinement or launch of products and services. This has included a number of major strategic value propositions key to Orange Business' future success in the telecommunications industry. I also lead the international CX Makers training programme - enabling stakeholders across the business to use Customer Experience tools and methodologies to ensure their customers are the key focus in everything they do.
How do you embed a culture of Customer Experience within an organisation as widespread and complex as BT? This was my challenge in this role as I worked with the Director of CX to develop tools such as the Customer Experience Playbook and the Customer Journey Library to ensure the organisation was continually focussed on putting our customers first in everything we did.
Working as part of the BT Business Mobility team, I've been involved in the Business Improvement elements of a number of major projects including the Mobile Migration project (where BT Mobile moved circa 600,000 migrations from Vodafone to EE) and in business integration elements of Project Epic (relating to the BT acquisition of EE mobile) - one of the largest business acquisition projects in the history of UK business. I've also worked closely with the BT One Phone team over the past 9 months to streamline their business process and increase efficiency ready for product scaling. Each new project I've worked on has offered a new challenge and a new way to develop my business skills, and I've found myself professionally and personally developing throughout this job role.
My role as Continuous Improvement Coach for Next Generation Access (NGA) and Broadband Delivery United Kingdom (BDUK) within Openreach, part of British Telecom, involved utilising change management skills to work with allocation controls within UK South to seek methods to remove waste and improve processes within our organisation. During this role I successfully implimented a number of process improvements, streamlined working practices, became the first coach in my wave to achieve the BQF Bronze Lean Practitioner qualification and successfully coached my team through their Continuous Improvement Bronze Accreditation becoming the first team in their wave to achieve this award.