Shell Energy

Reporting to the head of product & engineering,  I am embedding sustaining and evolving our ways of working across the organisation. I lead a team of 8 Scrum Masters and Agile Coaches across Energy and Telecom, whilst also taking time to work at the coalface with the product teams.

Created organisational alignment via a data-led workshop to reduce customer contact. Resulted in Citizens Advice rank from 18 to 1. Business Performance Factor at record breaking high of 1.69. Exec feedback: most alignment they have seen in their careers.

Reduced average ticket wait time from 2 days to 1 day by embedding techops colleagues within or product teams. This was achieved by enabling teams to visualise and evaluate their cycle time and lead time.

Received recognition award from exec team for outstanding individual contribution for successful completion of significant initiative

Build trust and advocacy between product teams and executives by giving confidence teams are building the right thing for our customers and driving business results via clear line of sight from code to financial value.

Successfully resolved conflicts at all levels using various approaches, such as Drama Triangle and the Thomas Kilmann Conflict Model

Lead Agile Coach - Transformation Lead

Reporting to the head of product & engineering, I led  business transformation with the adoption of a customer & people centric culture. Close the gap between strategy and execution by creating cross organisational customer centric teams.

Business Transformation of the Year International Customer Experience Awards (IXCA) · Nov 2021.  influenced and embedded new ways of working by applying diffusion of innovations theory.

Lead transformation to a customer focused product operating model. Facilitated the creation of multiple product teams.

Led the curation, facilitation and formation of several mission based cross organisational product teams as well as embedding & evolving our ways of working. 

1-2-1 coaching with senior leaders on ways of working, resulted in reduced friction, greater alignment and increased speed to value.

Established thriving coaching communities of practice, by focusing on solving common problems across teams and the organisation.

Agile Coach - Transformation Lead

I led and served a team of 4 technical business analysts across our energy and telecom platforms as well as working in the business transformation team.

Levelling, learning soft and hard skill skills

Successfully helped individuals with career progression

Increased engagement with key stakeholders by bridging gap between unmet needs 

Experimented with different forecasting techniques such as Monte Carlo simulation and affinity estimation

1-2-1 mentoring & coaching, supporting personal and professional growth.

Lead Technical Business Analyst / Scrum Master

First Utility

I worked across several delivery teams covering customers joining, leaving, moving home, installing smart meters, prepay, billing and customer account web pages.

Reduced registration address matching error by 10%. Developed & optimised proof of concept in SQL, resulted in savings of one million per annum.

Achieved 18 million revenue by delivering smart meter programme ahead of schedule by using a data-led approach to value and probabilistic forecasting.

Successfully embedded LeSS framework across three onshore and offshore delivery pods, fostering alignment, collaboration, and knowledge sharing.

Increased billing accuracy by 60% and reduced operational effort by 34%. Achieved this by  improving customer experience and integration of new IVR for read submissions.

Introduced Monte Carlo Simulation for regular forecasting, gaining confidence in delivery dates and negotiating scope to deliver ahead of schedule.

Senior Technical Business Analyst / Scrum Master

conject AG

I was responsible for the product development and direction of the business intelligence and financial control applications reporting to the head of product. I worked with customers in the UK, America, New Zealand and the Middle East. 

Created a business intelligence application to compliment the existing suite of applications, achieved 90% customer adoption rate and generated an additional £800K in revenue within the first 12 months.

Curated product roadmap aligned to company strategy and customer requirements. 

Wrote user stories following INVEST principles, accompanied by acceptance criteria written in Gherkin syntax.

Product Owner

Transitioned engineering & product ways of working from waterfall to Scrum by focusing on fostering agile practices and behaviours.

Reduced time between releases to production from 12 months to 4 weeks by setting up cross functional teams and embedding the Scrum framework.

Coached and mentored product owners, resulted in better alignment with stakeholders and delivering the right outcomes for customers and business.

Recognised for leading teams which delivered most value among the Conject group, reinforcing the value of an adaptive approach in a complex environment.

Scrum Master

BIW TECHNOLOGIES LTD

I worked across 4 on & offshore delivery teams, managed the backlog and elicited requirements from customers across the UK, America and Middle East.

Led migration project for prominent global clients, saving 2000 hours in manual effort and generating 900K in service renewals and new business.

Successfully delivered financial control application resulted in 1.2 Million in revenue from new customers.

Senior Technical Business Analyst

BIW Technologies is a leading SAAS provider for the plan & build phases of the construction industry. I maintained and developed a single tenanted SAAS web application across several regions.

Senior Web Developer

Bankhall

Bankhall Investments is a leading financial services organisation, specialising in providing support services for the financial marketplace, including savings, investments, and pensions. These services are facilitated through its online B2B web application tailored for independent financial advisers. In my role, I collaborated on both the front and backend, contributing to regular releases to production every six weeks.

Web Developer

As a lead agile coach at Shell Energy, I have over 14 years of experience in partnering with organisations to achieve business transformation and customer satisfaction. I hold the Certified Scrum Product Owner (CSPO) and Certified Scrum Master (CSM) credentials, and I have extensive knowledge and skills in agile methodologies, training, mentoring, and analytical thinking.

My mission is to challenge the status quo, promote business agility, and enable cross-organisational alignment and collaboration through customer centric and data led ways of working. I have successfully led and facilitated the creation of multiple product teams, embedded and evolved new ways of working, and influenced and embedded behavioural changes across the organisation. I have also received the Leadership Excellence Award and the Business Transformation of the Year Award for my achievements.

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