career achievements

The People's Postcode Lottery (Fixed Term Contract)

November 2022 - January 2024

National Charity Administration & Campaign Management

•  Reduced processing defects by 70% and enhanced throughput from day one by redesigning and automating manual, error‑prone campaign and data workflows using AI‑enabled tools.
• Freed up 15+ hours per week for higher‑value analysis and planning through workflow standardisation, automation, and removal of low‑value manual tasks.
• Boosted process efficiency by 25% and upskilled the team by designing and implementing a standardised training and capability framework aligned to CI and data governance principles.
• Strengthened data governance and de‑risked 10 phased migrations to Adobe Campaign by mapping existing processes, modelling improved workflows, clarifying business and technical requirements, and coaching users through new ways of working.
• Increased transparency and control over delivery risks by producing roadmaps, KPIs, and variance reports for senior stakeholders, highlighting dependencies, bottlenecks, and securing support for corrective and preventative actions.

The City of Edinburgh Council (Fixed Term Contract)

October 2021 - November 2022

Data Performance and Business Planning for Local Government

•  Contributed to a revised Performance Framework by defining five key public policy benchmarks and aligned measures, improving data collection processes and supporting continuous performance improvement.
• Partnered with service leads to translate reporting and process improvement needs into clear requirements and SAP/Tableau/Power BI dashboards linked to KPIs and outcomes.
• Led the rollout of SAP, Tableau and Power BI dashboards to give managers and directors a consistent, trusted view of operational and financial performance, reducing manual reporting effort and speeding up decision‑making.
• Applied change management practices to drive adoption of new measures, dashboards and processes, ensuring stakeholders understood benefits, responsibilities and follow‑up actions.

National Records of Scotland (Temporary Assignment)

August 2021 - September 2021

Census Scotland 2022 Preparation Testing

• Participated in stress testing of city routes within an eight‑person team to confirm operational readiness for the 2022 Census.
• Conducted field audits at 100+ locations to identify environmental risks and support more efficient route planning and resource allocation.

GEO Amey PECS Ltd.

September 2019 - March 2020

Scottish Court Custody Contract Assurance & Compliance Management

• Delivered a 25% uplift in efficiency across key processes by mentoring data analysts and admin staff to identify operational gaps, remove waste, and implement corrective actions.
• Standardised compliance protocols and data capture across a network of 17 prisons and 60 custody suites, enabling consistent performance reporting, easier comparison and continuous improvement.
• Modernised management information and performance visibility by leading the transition from legacy systems to modern MIS platforms, integrating tracking via Power BI and proprietary reports for regional managers.
• Identified & managed bottlenecks and failure points through detailed process mapping and time‑and‑motion analyses, translating findings into improved KPIs and tighter tracking of critical indicators.

Three UK Ltd. (VodafoneThree)

September 2013 - June 2017

Commercial Performance, Retail Optimisation & Business Analytics

•  Helped avoid potential penalties exceeding £2m by maintaining OFCOM and GDPR compliance for customer communications and channel operations through robust controls, quality checks, and governance of outbound activity.
• Increased operational efficiency by 40% and improved service quality by acting as primary SME for a new multi‑channel CRM: defining requirements, executing UAT, resolving critical defects, and shaping best‑practice processes before go‑live.
• Enabled a smoother CRM rollout for 300+ offshore agents by designing and delivering training, process guides, and feedback loops that embedded new workflows and reduced error rates.
• Delivered an estimated 15% reduction in OPEX by building recovery frameworks and automated controls using SAS Analytics, improving the accuracy of operational data and reducing manual intervention.

Three UK Ltd. (VodafoneThree)

March 2009 - September 2013

Collections Systems Administration, Strategy Design & Analytics

• Reduced departmental resource costs by 15% in 2009 by developing 5 VB and SQL automation scripts and by monitoring vendor KPIs and SLAs. 
• Oversaw the Aspect Dialer for 4 Finance campaigns from 2009 to 2013, coordinating with 4 offshore analysts to improve collections agent efficiency. Boosted customer engagement by 25% in 2010 by creating 3 debt-management strategies with 5 business analysts to improve the customer experience.
• Implemented collections strategies in 2010 to onboard 100% of digital tablet customers, ensuring proactive debt collection.
• Decreased uncollectible debts by 20% in 2011 through the adoption of Soprano contact management, migrating over 1000 customers and utilising industry tracing services.
• Designed 4 collection campaigns with Tallyman, Resource Planning, and SAS Analytics from 2011, boosting existing debt recovery rates by 30% in line with department targets.

Other roles held at Three UK Ltd. (June 2003 - March 2009)

• Fraud Operations Analyst (March 2006 - March 2009)
• Customer Options Associate (June 2003 - March 2006)

Continuous Improvement & Operational Excellence:  

• Lean, Six Sigma tools, PDCA, root cause analysis, business process mapping, workflow design and optimisation, standardisation, and time-and-motion analysis. 

ERP, Systems & Campaign Operations:  

• End-to-end campaign delivery and monitoring, translating business requirements into system/process changes, system configuration and back-end administration, workflows, and experience with Tallyman ERP and Oracle PeopleSoft. 

Business Intelligence, Reporting & Analytics: 

• Dashboard design and performance reporting (Tableau, Power BI, SAP), data modelling and statistical analysis (SAS/Proc SQL), data visualisation and storytelling, and executive reporting. 

Project Lifecycle, Risk & Change Management: 

• Agile delivery (Scrum/Kanban), RAID logs, scope and delivery management, risk and mitigation planning, change management (Kotter, ADKAR), data governance frameworks (DAMA-DMBOK), and EDMS (Confluence) 

Selected projects below demonstrate my experience leading end-to-end reporting, systems, and transformation initiatives, including the introduction of enterprise dashboards and performance frameworks. I have also coordinated complex, multi-phase system migrations and optimised ERP and campaign operations to improve decision-making, governance, and operational efficiency.

Business Intelligence & Performance Reporting :

• Designed and implemented Tableau, Power BI, and SAP dashboards to provide senior leaders with a single, trusted view of operational and financial performance.
• Built performance frameworks that enabled faster, evidence-based decision‑making across operations and finance.

Change, Governance & System Transformation 

• Coordinated 10 phased system migrations (including to Adobe Campaign), mapping existing processes and clarifying business requirements to reduce delivery risk.
• Led user adoption and training, applying Kotter and ADKAR change management principles to embed new ways of working.
• Strengthened operational data governance and data quality controls to improve the reliability of reporting and decision‑making.

ERP, Systems & Campaign Operations:

• Managed end‑to‑end campaign delivery and monitoring, ensuring accurate execution and alignment with business objectives.
• Translated business requirements into system and process changes, including configuration, workflow design, and back‑end administration.
• Worked with enterprise platforms such as Tallyman ERP and Oracle PeopleSoft to improve operational efficiency and control.

To strengthen my credentials for senior continuous improvement and data‑driven roles, I have completed a targeted set of courses spanning AI engineering, performance management, quality systems, Agile delivery, and KPI design. This training has deepened my ability to translate strategy into measurable outcomes, design robust performance frameworks, and apply emerging AI tools to compliance and operational workflows, ensuring I can lead improvement initiatives that are both technically rigorous and aligned with organisational goals. 

Currently being studied:

• AI Engineering Core Track: LLM, RAG, QLoRA, APIs | Ligency (2025-Present) 
• ISO 9001:2015 QMS System Auditor | Rigcert (2025-Present) 

Previously Completed:

• Cert. Performance Management (CPMP) | KPI Mega Library (2025) 
• The Agile Coach Fundamentals | The BA Guide (2025) 
• Cert. Key Performance Indicators Professional (CKPIP) | Udemy (2024) 
• Certified Balanced Scorecard Professional (CBSCP) | Udemy (2024) 

Feel free to contact me for any further information or to schedule an interview. You can reach me via my Contact Me page or via my LinkedIn or Indeed Profile.