Andy Roberts MSc FBCS

Experience

• 

  O2 (Telefónica UK)

  Jul 2010 - Jun 2012

  Global Workplace Manager (IT)

  Led design and delivery team to transform IT Workplace services, successful building a strategy and delivery plans to transform the end user experience. • Successfully delivered in 18-month an IT Workplace transformation, acknowledged by the Group CIO as “the most advanced in the Telefónica Group”.• Created a strategic partnership with Microsoft, negotiating O2’s first Enterprise Agreement delivering £4.6m saving over 3yrs.• Led the successful deployment of BYOD programme, trailblazing at the time, with 15% employee uptake and ROI <6 months. Show less

• 

  Telefónica

  Jun 2012 - May 2014

  Director, Global End User Technology (Group IT)

  Led engagement across the Telefónica Group, defining the future vision for IT workplace, developing the investment case and influenced C-Level management.• Established a multinational team of 80 to accelerate IT Workplace transformation globally across 16 Telefónica regions in Europe & LATAM.• Created a baseline for Telefónica’s IT workplace services globally, defining the end-state for workplace services with key investment decisions, and defined a 3yr delivery plan with forecasted €128m investment.• Led Project Rainbow, an agile programme to deliver 1,500 VIP’s the new ‘Digital Workplace’, launched at Telefónica’s Cumbre, setting the strategic direction to move to Office 365. Show less

• 

  O2 (Telefónica UK)

  May 2014 - Jul 2021

  Led design squads for the future agent desktop (360) on the Accelerate O2 transformation programme, providing a seamless, omni-channel experience for our customers, reducing product TTM by 30% and £100m+ IT TCO benefit.• Within an Agile environment, led squads of Product Owners, Scrum Masters, Enterprise Architects, Business Analysts, Solution Designers.• Worked with functional business owners to challenge old ways of working, to design the agent desktop experience, fully integrated and with agent assist technology to optimise agent performance 52%.• Resolve conflicts between the functional business owners and future desired end-state design, maintaining budget and the release schedule. Show less Accountable for product development lifecycle for ICT and Mobile products across the Business Enterprise portfolio, 35% of the O2 Business P&L.• Led development of 3-year ICT strategy and investment, identifying portfolio gaps and opportunities to deliver sustainable growth, with the ICT portfolio generating £175m of the overall Business’ revenue.• Ensured products were underpinned with a robust commercial model to so the value to the business could be quantified, influencing execs to invest additional £8.7m in the ICT portfolio and increase Product Management heads (18-30) based on successful commercial momentum.• Introduced product development methodologies, driving standardisation in delivery to improve consistency and time-to-market by 39%. Show less

  • Omni-Channel Design Team Lead (Consumer)

    Oct 2019 - Jul 2021

  • Head Of Product Management (Business)

    Jan 2017 - Oct 2019

  • Head of Enterprise Mobility (Business)

    May 2014 - Dec 2016
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  Virgin Media O2

  Jul 2021 - now

  Development of Care, Sales & Retention Product Strategy, with the Exec Business Owner and Technology Sub-Domain Owner. Ownership of a single Product roadmap, supplier relationships, business cases and budgets to support the delivery of 3-year plan and 'Converged Contact Centre' strategy.• Product Portfolio owner for Customer Contact; Care, Sales & Retention.• Accountable for the technology Product roadmap for all customer contact platforms, and alignment to future business requirements.• Contract & Relationship owner for key suppliers.• Lead on business cases for Products to support delivery of the 3yr plan.• Budget planning & prioritisation across Product Portfolios to ensure alignment, investment optimisation and identify synergies.• Evaluate new business requirements, ensuring they align with the business strategy, end-state architecture and 3-year plan. Show less Technology lead on ‘Reimagining Service’, a £1.3bn (TCV) programme to achieve a best-in-class Customer Service operating model, underpinned by delivering a combined technology contact centre transformation within 20 months, removing the complexity and duplication of legacy IT systems and an enabler for £300m benefits.• Led the RFI/RFP process for technology, including the documentation, supplier presentations & evaluation, down-select process and award to the chosen Transformation Partner, Accenture.• Drove contract negotiations, working collaboratively with Legal, Procurement and Finance teams to drive key decision points, critical delivery milestones and commercial construct.• Influenced the technology end-state architecture across VM and O2 brands based on key business requirements, implementing a connected cloud platform with Data, Artificial Intelligence and Machine Learning.• Developed the £100m tech business case to switch from on-premise to cloud for contact centre platforms; Amazon Connect, Omningage desktop, Verint WFM and XSELL agent assist technologies.• Mobilised the technology transformation team, 150+ resources, to deliver Digital Transformation across B2B and B2C. Show less

  • Head of Product

    Oct 2023 - now

  • Technology Leader, Reimagining Service

    Jul 2021 - Oct 2023