Reported to C Level and Programme Director. Set up new project and recruited team to innovate new product. Employed UCD at heart of business transformation product. Managed the delivery of interface that delivered on KPIs and ROI on investment within 12 months.
Internal product developed for use of selling BSKYB products and services across 2 out of 3 sales channels for customer interaction in Call Centre and Retail POS. Reduction in clicks and data entry steps to make sale by 65%, User satisfaction of 95%, business case realised over 100% in 6 months by increasing value of sales and reducing Average Handling Time by over 10%.
Held workshops and liaised with key product owners in developing and maintaining User Experience Strategy for all aspects of product. Employed, managed and mentored UX department including User Experience Researchers and teams of IA’s, Interface designers, Graphic Designers, Copywriters ensuring product acceptance and quality for all user communities – managing P&L of >£2m pa.