Delivered improved customer loyalty and margin, resulting in an incremental benefit of £30m+ pa over a span of 3 years. Led and executed a multi-year digital transformation programme of £12m per annum within Vodafone U.K. Developed a data-driven logic framework to deliver behaviour-based recommendations through a new CRM UI, benefitting +3000 contact centre users and 4000 retail store users. Enhanced digital sales channels utilising the framework to present targeted offers to end consumers. Implemented big data analytics and adaptive learning techniques, utilising a SaaS platform for informed decision-making.

Managed and led a UK-wide industry-leading programme, driving business unit ownership for target operating model blueprint and design. Established and executed programme governance and structure within the Technology function, fostering clarity and collaboration with the Enterprise and Global business units. Assumed leadership position on behalf of the technology team to deliver new products and capabilities necessary for migrating from legacy technologies to IP Voice platforms.

Provided leadership to a team of project managers, managing a budget of +£15M and overseeing the development and implementation of annual business planning. Executed large-scale value generating and customer experience programmes, including replatforming of digital sales stack, launching new products, SaaS finance framework, Salesforce marketing cloud implementation and deployment of a new CRM system.

Delivered end-to-end ownership of projects within the Technology function, adhering to best practice standards. Ensured successful delivery of projects on time, within scope, and budget. Gained promotion from Business operations to Technology, taking on responsibility for PCI compliance and platform upgrades for billing and order management systems.

Delivered successful system and financial integration of multiple billing platforms, involving approximately 4 million subscribers. Managed data migrations, driving the significant change agenda as a result of rapid acquisitions. Recruited to ensure smooth post-acquisition system and financial integration of acquired customer base and brands. Enabled successful demerger from Carphone Warehouse and acquisition of AOL, Tiscali and Pipex broadband customer base and brands.

Provided strategic insights and solutions to clients through collaboration with cross-functional teams. Assisted in change management efforts for a client undergoing a merger, facilitating workshops, communication plans and training sessions to ensure smooth transitions and employee satisfaction. Developed consulting toolkit and expertise through workshops on design thinking, negotiation and presentation skills.