Profile : A dynamic, creative and motivated business analyst with diverse experience primarily across mobile & fixed Telco environments and the utilities sector, with a strong focus on delivery and the ability to communicate articulately at all levels

Key Skills & Competencies :

British Gas Services 06/2008-Present

Business Analyst (Contract), BGS IS

•  Lead BA on GPS project, eliciting requirements & developing process to deliver & support a new to the business GPS tracking & scheduling solution for Fleet and Operations. This project had significant business challenges due to the nature of installing c.8k tracking devices into engineer vehicles to exacting timescale requiring consultation with senior management to mitigate conflict through project lifecycle. Succesful initial delivery has led to implementing solutions for other BG Business Units

•  Lead BA on Business Intelligence programme working to define requirements to enable design of Netezza / Business objects universes for launch of BGS insurance products. Defined requirements to enable build of universe to replace pre-existing finance reports for Finance controller to identify discrepancies of £ millions with previous reporting solution

•  Lead BA on PCI compliance project to attain PCI compliance for voice recording solution. Identified process oriented solution generating cost avoidance saving of £500k on alternate development solution and achieved PCI compliance

•  Defined requirements on cross company initiative to launch new product to Retail business fulfilled by the Service Business for rapid take on of 500k customers

Vodafone UK 03/2008- 06/2008

Business Analyst (Contract), Service Innovation & Design (Technology)

•  BA on fast track collaborative Vodafone Access Point project working to define key use cases, business requirements and process impacts for Vodafone UK launch of Femto cell product providing low cost coverage solution via broadband backhaul, £5 million project budget

•  Gap analysis between UK & Group offerings to define UK specific product delta for supplier (ALU)

British Gas Services 11/2007- 02/2008

Business Analyst (Contract), BGS IS

•  Lead Analyst on customer insight driven product selector tool. Shaping scope, requirements and business benefits pre MS0. Facilitation of marketing & insight teams to agree strategies and models to support full customer lifecycle customer treatment strategy. Stakeholder workshops to define requirements for product selector tool.

•  Shaping & definition on number of remote working initiatives and benefit analysis to rationalise employee fixed and mobile telephony & data usage

Vodafone UK 06/2006- 11/2007

Business Analyst (Contract), Technology Business Management

•  BA Lead on Single Sign on project looking to consolidate user credentials required to identify customers across multiple Vodafone channels. High profile collaborative project facilitating weekly workshops with multiple business stakeholders to expedite production of Use cases & business requirements. Primary aim to reduce cost to serve customers & improve customer experience

•  Lead BA on project through ‘Collaboration Zone'- Fast track product development forum work-shopping use cases & processes to expedite feasibility stage of strategic fixed line convergence project for the Enterprise segment.

•  Requirements analysis on near real-time customer survey tool to provide rapid feedback from voice of the customer to Vodafone Customer Management and Retail teams

•  Requirements & process definition on major tariff refresh and key process delivered to allow automation of mobile VPN creation to SP & ISP channels, a prior provisioning bottleneck.

•  BA on IT project to replace IP data network, responsible for definition of key functional & non-functional requirements for swap out of infrastructure

NTL Telewest 08/2005-06/2006

Senior Business Analyst, Wholesale Product Development

•  Rapid development to director sign-off, of end to end process model, solution and ORT to support service wrap for strategic large revenue Ethernet customer, & re-aligning with standardised Ethernet product models

•  Defined requirements & use cases for BSS system improvements project to streamline ADSL back office processes and subsequently reduce future headcount by c30%.

•  Delivered consultation on Business Pricing tool to align strategy for delivery of divergent pricing tools following company merger

O2 UK 09/1995-07/2005

CRM Business Analyst, O2 Marketing 01/2004-07/2005

•  Analysis & documentation of all CRM marketing activities for both regular CRM & retention campaigns, strategic CRM initiatives with numerous internal, external (overseas) suppliers

•  Definition & delivery of Web based system to support SME retention tool to Customer Service to enable agents to offer upgrades and loyalty plan advice to SME customers

Solutions Designer, Technology Services Organisation, O2 UK 10/2002-12/2003

•  Analysis and consultation O2 UK wide to deliver Business Requirements documents and solution design for strategic projects, e.g. Variable Charging SMS & Data (GPRS) proposition and Project Bluesky, a mobile client/ server Corporate field sales tool

•  Responsible for scoping of projects, Business case input, production of technical designs, testing, ensuring design compliance with requirements and process design and handover to support the launch of new products

Business Analyst, IT adaptations Team mmO2, 05/2002-09/2002

•  Responsible for defining and documentation of way of working for new Pan-European team to maximise operational efficiencies with individual operating business divisions

•  UK BA on group-wide Variable Charging project defining UK scope, delivery recommendations & requirements in collaboration with O2 Ireland & O2 Netherlands

Business Analyst, Strategy & Consultation Team, BT Cellnet 12/2000–04/2002

•  Customer Service lead on complex strategic billing system migrations programme

•  Ran Customer Experience workshops on strategic IT replacement programme to derive, document and champion key Customer Experience propositions & requirements

Process Developer, Change Management, BT Cellnet 05/1999-12/2000

•  Implementation of team to support industry-first mobile data (WAP) services. Developed feasibility study, training and web self serve capability for customers

Cellnet Customer Care 04/1998-04/1999

•  Problem Management Group, Technical helpdesk interfacing between Service and Technology.

Other Positions Include…

BSS, Department of Employment, Sheffield 08/1994-08/1995

•  Clerical & Process Improvement role managing benefit offices & payments

Education

BSc Hons. Psychology , University of Sheffield 09/1991-07/1994

A-Levels 09/1988-07/1991

King Edward VI Five Ways Grammar School & Mander Portmann Woodward College, B'ham:

Biology (C) Chemistry (A) French (E) General Studies (A) Psychology (C)

GCSE's 09/1986-07/1988

King Edward VI Five Ways Grammar School, Birmingham

9 Grade C & above including Maths & English

Other Skills

-PC Literate (MS office, Visio, MS Project, ARIS, DOORS) -Full clean UK Drivers Licence

-Spoken & Written French & German

Interests