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Change Analyst
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Business Analyst
Financial Services Financial Services
Business and Process Optimisation Business and Process Optimisation
About me

I am a Management Analyst and Consultant with 6 years of experience in the field of Information and Communication Technology. My expertise lies in policy and governance, and I am always looking for ways to improve and streamline processes.

Gap Analysis Data Analysis Stakeholder Management Change Management
Change ManagementData AnalysisGap AnalysisStakeholder Management
May, 2023
business analyst
Professional services
Provided digital transformation to a £10m organisation in the training and education industry, resulting in improved user experience and engagement. Developed business requirements documents, facilitated workshops, created user stories and process maps, conducted AS-IS and TO-BE analysis, designed business solutions, built wireframes and prototypes, and created user acceptance testing scripts.
Key responsibilities Key responsibilities
  • Investigated business needs and identified solutions
  • Organised and facilitated workshops
  • Gathered requirements and analysed gaps
  • Designed business solutions and created wireframes
Key achievements Key achievements
  • Reduced training times by 8%
  • Improved customer experience by 32%
  • Increased referral rate by 50%
  • Embedded recorded videos into LMS
Jun, 2022
Aug, 2023
business analyst
Financial ServicesFinancial Services
Business analysis
A hands-on role providing efficient and effective analysis of business processes and systems to identify areas for improvement, reduce costs, and enhance customer and colleague experience. Responsible for facilitating workshops, analysing data, developing policies and procedures, and providing data-driven insights for decision-making.
Key responsibilities Key responsibilities
  • Facilitated workshops and meetings
  • Identified, analysed and resolved business problems
  • Managed stakeholder interactions and data
  • Tracked and analysed feedback
Key achievements Key achievements
  • Developed and delivered training program
  • 20% improvement in customer satisfaction
  • Developed and maintained policies and procedures
  • End of project report and benefits realisation
Mar, 2018
Jun, 2022
business analyst
Professional services
Delivered improvements to customer complaint handling processes, resulting in reduced complaint resolution time. Conducted root cause analysis and developed business process solutions. Applied change management principles and presented data analysis and recommendations to senior management. Coordinated with cross-functional teams to resolve customer issues and enhance customer experience.
Key responsibilities Key responsibilities
  • Gathering and analysing business requirements
  • Observing colleagues
  • Conducting root cause analysis
  • Applying change management principles
Key achievements Key achievements
  • Reduced complaint resolution time
  • Improved customer satisfaction
  • Informed business decisions
  • Enhanced customer experience