Manchester Area, United Kingdom
Over 9 years experience supporting IT implementation, business process management, business change and Agile digital delivery. I am a team-oriented individual who brings people together and get things done. I am currently on a Digital Transformation programme. I lead a team to develop changes, support and maintain customer online journeys, produce product vision, make key decisions representing the customer, increase KPI, manage/prioritise product backlog and ensure functional and non-functional requirements are captured to a high standard. I am skilled in SCRUM, Kanban, user stories, story mapping, commercial awareness, stakeholder management, business process modelling, simple UX designs, traceability management and much more. I enjoy meeting new people and enjoy being the translator between the business and technical delivery teams. I am motivated by continuous challenges, working under pressure and learning new skills.
Delivered flash sales, Black Friday deals, price changes and improvements that increased sales and conversion rate. Product Owner for digital in life sales and FTTP journey. Drive a squad to complete online developments. The squad is made up of front end developers, backend developers, testers and UI/UX designers (on-shore and off-shore). Acted as liaison between business, sales and technical teams to refine requirements and meet business needs. Decision maker for improvements in the online journey. Define, monitor and analyse key metrics for releases and incidents. Define roadmap and prioritise backlog based on strategy, commercial and business vision. Work within an agile SCRUM delivery framework. Create detailed user stories that breakdown epics in JIRA. Fully responsible for defining a buffer of refined user stories for upcoming sprint.
Consumer BA for repair support service journey, complaints support management, legacy TV box replacement, proactive line test tooling, digital online sales journey for customer and agent portal. BA lead on digital programme, propositions transformation programme. Stepped in to be a Digital Product Owner for new digital programme as well as working as a BA. Responsible for scoping and shaping programmes and projects including resource planning. Presented to senior management on project scope and vision. Produce quality business requirements in user story format and BRD using JIRA and TFS for waterfall and agile projects. Facilitate and lead workshops. Cover product owner role when needed. Produce business process flows using MS Visio and iGrafx. Involved in daily stand ups, backlog refinement, sprint planning, sprint review and sprint retrospective meetings. Produced designs for PEGA and TRIO CRM screen navigations. Helped the BA manager with recruitment for Senior Business Analysts.
Successfully delivered projects relating to CRM, online portal, billing, and compliance standards. Line managed and lead a team of BA’s on a transformation programme and multiple small projects. Involved in annual project planning to align BA resource Present weekly updates to senior stakeholders such as directors and CEO. Conducted peer reviews to assess quality output from the BA team. Help implement ways of working standards and methodologies Coached and mentored BA's. Responsible for recruiting BA’s and BA academy candidates.
Successfully delivered projects relating to compliance standards, online security and provisioning. Received two monthly recognitions presented by the CIO for my hard work and supporting others Responsible for producing end to end requirements for multiple projects. Produced wireframes when no ux designer was involved Involved in daily stand ups, planning, requirement review, lessons learnt meetings, UAT, support go live and post go live. Manage and communicate with internal and external stakeholders including BT, Virtusa and GDC off-shore team. Identify commercial metrics Support project manager when needed
Responsible for the end to end requirements for multichannel (online, retail and call centre) experience project. Responsible for analysing business requirements and facilitate discussions on designs and solutions. Lead requirement workshops and generate use cases and process flows for the BRS document. Ensured all requirements were captured, risk and issues were identified and resolved. Managed relationships with stakeholders at all levels within Three UK and third party suppliers.
Responsible for the end to end requirements for online journeys (mostly eshop) in an agile environment Facilitate workshops Involved in daily stand ups, product backlog, sprint planning, sprint review and sprint retrospective meetings. Updated business process flows using ARIS
Responsible for analysing and documenting high level design IT requirements for replacing complex legacy IT architecture, using agile development techniques. Achieved BA of the month three times. Responsible for analysing cross channel (retail, contact centre, online) business requirements. Support UX with the design solution for customer interaction management and billing. Managed stakeholders at all levels within Vodafone Group, Vodafone UK and third party suppliers. Supported releases for PAYG, PAYM and Small business customers. Mentored new starters, apprentices and graduates. Worked with off-shore UX Managers and developers with the design and UAT for eShop and mobile payment.