Work history
B
B
Chief Product OwnerBritish Petroleum
London, United KingdomFull Time
Chief Product Owner with focus on Experience.
Leading all customer experience technologies design, build and implementation activities in assigned portfolio of products (portal, chatbot, knowledge management, live chat, CRM, mobile enablement, telephony) ensuring fit for purpose for the future, in line with CX principles and customer needs. Defining vision for products in line with the overall BP strategy and experience principles to ensure its effective implementation, using scrum/agile methodologies in start-up mentality. Accountable for the overall requirements and backlog across all products, leading a multi-disciplinary team of 30+, combining product, programme and project management and CX expertise to drive successful releases globally (c.70 countries).
Management ConsultantDeloitte
- London, United KingdomFull Time
Manager within the Human Capital, HR Advisory, Technology & Digital practice with a focus on organisation/HR transformation. Recent projects experiences include:
British Government
Developed the user research approach to experience, leading user studies and surveys. Reviewed and identified opportunities for driving consistency and standardisation across core areas within the Civil Service and its departments, both from an Operating Model perspective as well as scope of services and processes. Developed the concept of a Global Ownership model for consideration across the Civil Service. Led global design workshops with 40+ senior stakeholders from across the Government, working across functions and departments.
Global Oil Leader
Led the user journey design and requirements gathering for Service Enabling Technologies to support the client’s vendor selection process for the portal, case & knowledge management, chatbot and chat technology to underpin client’s new Operating Model and implementation of Shared Services; working directly with the Global Head of Experience and ‘Heads of’ to ensure consistency of design aligned to the Service Delivery Model and Operating Model principles. Led cross-functional teams to drive the vision for the product and define the roadmap for implementation.
Global Consumer Goods Company
Acted as a pivotal member to the Future of Work team, leading a cross-functional team to deliver the lab ‘market / disruptors / digital enablement' content in context of the future decision-making for the organisation. Due to the high visibility of the project, worked directly with consulting leadership team, including the executive board stakeholders.
Multinational Software Company
Led the design of the service delivery model, shared services strategies and the implementation of 3 shared service centres located in the Americas and Europe, future-proofing the design to support further service growth and additional operational scope support. This also included design and implementation of new technologies, operationalisation and transition into the new operating model.
Deloitte EMEA
Designed and developed learning & development offering aimed at growing talent and capability across multiple grades within EMEA as a part of Human Capital EMEA conference. Acted as a lead designer and facilitator of a Human Capital Fundamentals course, aimed at developing future talent. The conference is an extremely high-profile event which attracts over 500 delegates from 38 countries.
Fortune 500 Global Bank
Supported the client in facilitation of workshops to gather detailed business/design requirements across supporting technologies to drive the success of the target operating model (TOM). Drove the agile design of technology in conjunction with the vendor, leading on quality assurance aspect and review of design sprints in preparation for agile product launch, acting as the interim Product Owner for portfolio of products. Worked closely with senior client stakeholders to provide advice and insight and was seen as their key programme SME in this area. Developed enabling technologies implementation roadmap to ensure effective deployment in context of wider operating model transition.
Fortune 500 Global Bank
Led target operating model design and implementation planning for Operations to service the 260,000-employee population of the bank over 81 countries. Conducted as-is analysis of existing landscape of global operations and designed TOM strategies across contact channels, locations, languages, customer segmentation, incl. implementation options and recommendation. Developed detailed organisational design, definition of roles and interactions with wider TOM; inputting to the capability design. Led on detailed organisational design for Global Mobility, Payroll functions, Transactional Services and Contact Centre together with Service Management structure. Developed customer experience strategy for HR, whilst identifying additional opportunities for Operations efficiency.
Leading British Retailer
Led detailed design and implementation of ER function within client’s TOM. Developed detailed organisational structure and sizing for the ER operation and Centre of Expertise organisations together with plans for service and workforce transition (working jointly with Head of Operations). Led on development of detailed sizing catalogue, including KPI and SLA definition. Led the process design, overseeing a junior team, working with legal and employee relations teams.
+ Show more
Skills
- Product Development
- Agile Methodology
- Facilitating Workshops
- Strategy Consulting
- Project Management
- HR
- Talent Development
- Service Design
- Digital Transformation
Education
I
I
MA Marketing and Consumer StudiesInstituto Português de Administração e Marketing
- Portugal
Studied under international exchange scheme
C
C
BA (Hons) Business and EconomicsCoventry University
- Coventry, United Kingdom
+ Show more