Bruce Spratt

Experience

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  Konetic

  Jan 2013 - Sept 2014

  Driving change through the shaping of business requirements, design specifications, test strategies and plans, test scenarios, implementation plans and business change communication plans. Along with undertaking detailed and thorough analysis to define and elaborate requirements and provide support and insight through the design, development, test and implementation phases of the software development life cycle. Whilst providing governance across the SDLC to ensure efficient solutions are built to support core business functions. Stakeholder engagement has allowed me to apply communication, analytical, and problem-solving skills to help maximize the benefit of IT system investments. I am the main advocate for all changes undertaken ensuring they are cost effective and benefit driven, along with ensuring that knowledge gained is transferred amongst team members and the stakeholders. Show less Delivering highly client focused desktop support as part of a Client Support team, which provided support across all business sectors and offered comprehensive, timely and accurate responses to application issues. Testing and recreating customer reported incidents, also providing customers with other known fixes or workarounds, logging on to client sites and correcting data via SQL scripts where necessary. In addition prioritising tickets, escalating issues as required through to the development team. This role allowed me to develop strong user and technical understanding of all modules. Show less

  • Business Analyst

    May 2013 - Sept 2014

  • Client Support analyst

    Jan 2013 - May 2013
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  Randstad Technologies

  Sept 2014 - Aug 2015

  Account Manager- IT Professionals
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  Resource Solutions Group (RSG)

  Sept 2015 - Nov 2015

  Relationship Manager
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  HighQ

  Dec 2015 - Jun 2019

  As a member of the professional services team, I concentrate on; • Design and implementation of HighQ’s content marketing platform• Supporting customer success and account managers• Product SME • Post sales on-boarding and Implementation• Analysis, scoping and documenting requirements for client projects• Product enhancement, new features and functions • UX and UI design and implementation based on clients use case(html, css and js) • Managing multiple projects, coordinating a matrix of resource to ensure key milestones are met and tasks completed. • Managing implementation backlogs via Jira• Communicating progress and running checkpoint meetings with key stakeholders • Budget management • Delivering status reports for internal business stakeholders• Supporting sales and customer success with client requests and pre-sales support• Assisting with implementing internal project process guidelines and structure• Providing product training to clients and internal users Show less

  • Solutions Implementation Manager

    Jan 2017 - Jun 2019

  • Solutions Consultant

    Dec 2015 - Jan 2017
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  Adverity

  Jun 2019 - Sept 2019

  Senior Implementation Manager
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  OneTrust

  Sept 2019 - now

  I own and lead the strategy, design, and delivery of transformative digital experiences products that place the customer at the heart of every interaction. With a deep understanding of user behaviour, emerging technologies, and business goals, I architect seamless and scalable digital journeys that drive engagement, loyalty, and growth. I collaborate closely with cross-functional teams across design, product, technology, and marketing to ensure every touchpoint delivers a cohesive, data-informed, and human-centric experience. Passionate about innovation and customer advocacy, I continuously elevate our digital presence and deliver measurable impact through exceptional experience design. Show less Led major transformation initiatives across Global Customer Experience Operations, streamlining processes, improving customer experience, and enabling scalable growth.Highlights:Delivered automation and workflow redesign to improve case handling speed and team efficiencyIntroduced SLA tracking and governance, resulting in faster, more consistent customer responsesCentralised support channels to simplify intake, reduce overhead, and improve service qualityBuilt scalable QA and feedback loops, fostering continuous improvement and accountabilityContributed to digital CX strategy and platform innovation to support long-term growthI focus on driving impactful change, simplifying complexity, and leading cross-functional teams to deliver results in fast-moving, evolving environments. Show less

  • Principal Digital Customer Experience Architect

    Mar 2025 - now

  • CX Programs & Strategy Manager

    Jul 2021 - Mar 2025

  • Technical Services Lead - Professional Services

    Feb 2020 - Jul 2021

  • Technical Implementation Consultant

    Sept 2019 - Feb 2020