Lewis Carroll

• Worked with UK government, banking and insurance organisations to understand business challenges, stakeholder needs and process inefficiencies, facilitating workshops that delivered clarity, alignment and actionable outcomes.

Lead BA responsible for driving global business transformation, process improvement and operational change across a major logistics network, delivering multi country initiatives spanning contact centre transformation, cloud migration, change management and ways of working.

• Conducted an end to end assessment of an internal RPA software delivery lifecycle, identifying root causes behind declining user satisfaction, service quality and operational performance. Defined and implemented SDLC improvements including Business Analysis, requirements management, UAT, defect governance and ServiceNow based defect tracking, enabling data driven root cause analysis and operational reporting.

• Mapped current state processes to identify customer pain points and process gaps, designed future state workflows to improve customer experience, collaborated with developers to implement call routing solutions, and led SME driven UAT and cutover planning to support successful deployment.

• Mapped application, infrastructure and integration dependencies across 26 interdependent systems supporting a major SAP cloud migration programme.

• Worked with SMEs, architects and technology teams to assess business criticality, identify risks, support decommissioning decisions, define readiness plans.

• Produced impact assessments, dependency mapping and UAT scenarios to support successful migration planning and deployment.

Ways of Working Global IT Transformation:

• Provided analysis, operational insight and supporting data to a global consulting firm, helping shape and present IT ways of working transformation initiatives.

Change Management & User Adoption Lead:

• Led change management for global M/S Teams deployment, ensuring business readiness, communication and successful user adoption.

2010 - 2020 · 10 yrs

EMEA

Acted as the primary interface between business stakeholders, corporate IT teams and third party providers across 14 countries and more than 100 sites, delivering enterprise applications, infrastructure modernisation, connectivity programmes, site consolidations and business transformation initiatives.

• Led multi country SAP transformation programmes, replacing legacy applications, standardising business processes and supporting growth across EMEA operations.

• Supported application rationalisation, shared service and cost optimisation programmes, reducing complexity and improving efficiency across technology landscapes.

• Delivered enterprise reporting, business intelligence and data warehouse solutions, improving operational visibility and enabling strategic decision making.

• Implemented Salesforce, eCommerce, mobile commerce and customer loyalty platforms, driving digital transformation and enhancing customer engagement.

• Delivered site expansions, office relocations, warehouse launches and 3PL onboarding initiatives across EMEA, coordinating business stakeholders, corporate IT teams and third party providers to ensure operational readiness and successful service transition.

• Supported infrastructure modernisation initiatives including WAN, LAN, WLAN and MPLS connectivity programmes, telephony migrations, mobility refreshes, server consolidation activities and business continuity improvements across 14 countries and more than 100 sites.

• Aligned business requirements with corporate infrastructure strategies, working with architecture, networking, operations and service delivery teams to support solution definition, technology investment and implementation decisions.