process re-engineering projects

I led a CX transformation program as a Business Transformation Lead with overall responsibility of defining and implementing new Customer Experience Strategy and all operational changes related to it. The program aimed to improve CSAT and SLA compliance rate driven by the regulatory need. 

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KEY RESPONSIBILITIES:

• Led discovery phase and developed a transformation program (scope and roadmap) 

• Led discovery workshops and produced Level 1,2,3,4 As Is process maps for 5 service offerings

• Prepared Customer Experience Strategy Playbook (Digital and Service Design)

• Defined Target Operating Model (TOM) and organisational structure change roadmap

• Analysed process maps and proposed changes to solve inefficiencies (reducing waste, manual effort, improving customer journey) 

• Produced level 4 To be process maps and presented business changes to the business stakeholders

• Performed monetary  assessment to prioritise process changes (i.e. fixing the root cause of refunds will save £x vs implementing new process for the trench inspection will save £x) 

• Obtained buy-in and approval from the C-level project sponsors

• Prepared detailed roadmap and plan for process change implementation delivering incremental value

• Prepared and coordinated change readiness plans for every process change

• Led process change implementation (initial buy-in, business stakeholders briefing and training)

• Provided support to the business after process change

• Measured benefit realisation from the process change initiative

• Continuous improvement based on the results and employee feedback until the target metrics achieved

• Ongoing monitoring and corrective measures to ensure new process adoption and sustainable change