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.

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.

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.