Socium10X

Supporting Socium10X to become the best people centred consultancy in the world.

Delivery Lead - Transformation 

Nat West

Sept 2022 to Sept 2023
Transformation Lead - Nat West Commercial Banking 
- Created and lead an enablement team to deliver new ways of working (Agile) 
- Introduced and rolled out Scaled Agile elements into the organisation (PI Planning, Prioritisation, Capacity Management)
- Designed and delivered end to end workflow, tooling and change methodology 
- Created cross functional teams to deliver end to end change 
- Built a prioritised workstack to create capacity for new ways of working 
- Analysed as is operating model and created to be and interim states to change ways of working 
- Created case for operating model change to address opportunities in market movements
- Facilitated colleague engagement, capability uplift an co-designed interventions to take colleagues on the journey towards new ways of working

Transformation Lead 

B&CE

- Led the creation of a three-year roadmap of propositional improvements for the Retire workstream within the Retain & Grow Programme
- Created & led a cross functional team that executed on the digital product roadmap from design to delivery
- Developed & delivered propositional improvements to the People’s Pension core products to increase flexibility for their customers 
- Introduced agile ways of working and executed on news ways of working methodology from Initiation to Delivery
- Led an RFP process to provide a new customer experience portal for a ‘Guided Retirement Income’ proposition 
- Guided the cross functional design team to develop the ‘Guided Retirement Income’ proposition

Delivery Lead – Retire Proposition – Retain & Grow Programme 

Aviva

- Planned and executed on the design & delivery of a new insurance product and brand-new customer experience 
- Delivered the AvivaPlus proposition for both Web & Call Centre channels involving delivery management spanning 27 platform teams 
- Led the digital element of a ‘critical care’ function designed to triage and solution critical bugs endangering delivery timelines
- Optimised performance of the proposition by working closely with Product Ownership to identify issues from an application performance and commercial perspective leading to significant improvements in technical performance, increasing quote completion and added a seven-figure improvement to the bottom line
- Removed blockers to delivery of code packages despite a companywide ‘absolute code freeze’ due to a cloud migration programme across the estate

Digital Delivery Lead – AvivaPlus Proposition

Lloyds Banking Group

- Definition and delivery of the Customer & Business Change Capability TOM to ensure best in class propositional outcomes for Commercial Banking 
- Drove simplification of service execution via analysis of the ‘as is’ operating model and delivering change that removed complexity
- Defined and created ‘Model Office/Operation of the future’ approach simplifying service execution across the organisation 
- Delivered digital ‘E-Form capability significantly reducing cost to serve and reduced touchpoints per transaction 
- Led Scrum/Agile Coaches to define and deliver on a capability uplift strategy driving the agile journey transformation agenda and delivering greater speed to market

Delivery Lead - Customer & Business Readiness - Commercial Banking Transformation 

- Definition and delivery of the Customer & Business Change Capability TOM that significantly increased engagement and outcomes for the customer and the business 
- Created and rolled out a new ‘Release Management’ driven delivery model increasing quality and speed of delivery
- Provided leadership the PMO and Finance functions in the definition of their service offerings, operating models and recruitment
- Redesigned overall operating model to increase velocity and quality and ensure delivery commitments were achieved despite significant cost challenge
- Created capability matrix that drove the agile agenda by executing role-based capability assessments linked to capability uplift plans and training/coaching interventions

Delivery Lead - Capability - Customer Journey Transformation - Mortgage Transformation 

- Led on the roll out of a new transformation methodology designed to transform eight key customer journeys in conjunction with EY\McKinsey 
- Created role profiles, capability frameworks to drive training intervention and capability uplift plans
-  approach to resourcing by creating a single central database with unified naming conventions providing greater insight and control of resource modelling
- Definition and execution of Central Programme Delivery function TOM 
- Centralised, defined and executed the approach to Customer & Business Readiness and Implementation Readiness

Delivery Lead - Capability – Customer Journey Transformation – CJT Central Delivery Team

- Defined and executed on the target operating model for the approach to Customer & Business Readiness creating a single end to end change function 
- Portfolio management of a multi-million £ change pipeline of regulated and transformational change 
- Delivery of significant improvements to customer experience in by increasing straight through processing capabilities for sales 
- Drove transformation of the web-based customer experience by introducing customer testing into the online portal/statement redesign process
- Created better outcomes for the business by driving the omni channel delivery of the customer web application into other channels creating process simplification and reducing cost

Delivery Lead – Customer & Business Readiness – Service Theme – Digital Transformation 

- Portfolio management of service & small change pipelines driving change through governance framework
- Redesigned the approach to both large and small change governance to optimise speed of delivery
- Led customer experience and operational readiness agenda for service propositions ensuring benefits realisation, organisational engagement and increasing use of customer insight
- Provided proposition assurance to ensure the best outcome for the customer and business ensuring a multi-channel approach

Delivery Lead – Service & Small Change – Digital Transformation 

- Navigating programme through governance framework
- Identification of customer and business impacts by segment for digital customer base 
- Development and execution of comprehensive treatment strategies to mitigate impacts to customer and business by segment

Operations & Customer Change Analyst – Digital Transformation - Verde Divestment

- Development of a customer experience tracker to understand the impacts of integration and customer behaviours 
- Development of a dashboard of key metrics to enable reporting on integration projects measuring the impact on customer experience
- Design and execution of both qual & quant research projects to guide communication and support customers through integration
- Design and implementation of processes to ensure key learnings were captured by project and shared to ensure customer experience imp acts were minimised

Customer Experience Lead – Customer Experience Office - Integration

Virgin Money

- Designed and delivered a methodology for the creation, storage and ongoing governance of key business process documentation
- Definition of process mapping conventions and standards and risk management solution
- Design and Delivery of process mapping, risk identification methodology
- Creation of a process-based risk and control environment to ensure regulatory compliance in readiness for the brands entrance into the banking sector

Project Manager - Process, Risk & Control

The Royal Bank of Scotland (Mortgages and Retail Banking)

- Design and execution of an event-based customer satisfaction tracking mechanism 
- Led service improvement planning and construction of business cases for change based on insight
- Drove significant improvements in satisfaction scores and likelihood to recommend 
- Linked employee and customer intelligence to create and drive a service lead culture 
- Creation and execution of capability uplift strategy based on insight

Service Excellence Programme Manager - Mortgages & Retail Banking

One account

British Psychological Society – Levels A & B Psychometric Evaluation
Developing team from being cross functional with no formal qualification to matrix model by area and skill and having a professional accredited development path 
Launch of First Active brand into the mortgage market – delivery of direct sales, intermediary sales, mortgage processing and servicing training for an entire new business  
Creation of new induction based around taking cases through the mortgage process using test environments to ensure a quicker route to competence
Creation of tiered area Development Paths aligned to IFS certified professional qualifications framework to enable career and development planning
Roll out of CeMap certification framework to enable career planning and increase competence of colleagues
Design and delivery of behavioural competency framework training and coaching to drive performance and re-enforce behaviours throughout the business
Provision of managerial development path and coaching/mentoring
Identification of candidates for and administration/oversight of Leaders for the Future
Design and delivery of 360 degree feedback mechanism for emerging leaders as well as senior management
National Training Awards 2004 – Launch of First Active (Highly Commended)

Training Manager

- A digital transformation delivery specialist with a wealth of experience across large scale digital transformation programmes and digital product design in the Financial Services sector.
- First class leadership and communication skills with the ability to build consensus for and inspire faith in the organisational change agenda at all levels.
- Excellent track record of increasing capability of individuals, teams and organisational performance.
- Uncompromising in the pursuit of customer experience excellence application - performance and process improvement with a proven record of adding value to the bottom line.
- Expert in delivery across all methodologies from Waterfall to Agile and every flavour between.
- Highly motivated and energetic with an unshakeable and infectious desire to get the job done in the ‘right way’.

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