Adam Perry

Experience

• 

  Norwich Union

  Feb 2005 - Aug 2007

  Customer Services Advisor

  Handled customer complaints and processed Life Assurance applications. I also ran a project to ensure that products sold prior to a change in government regulations were shut down once the regulation change was enforced.

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  Aviva

  Sept 2007 - Oct 2012

  Lean Business Analyst

  Using Lean and Six Sigma Methodologies, I seek to improve the quality of process outputs by identifying and removing the causes of defects (errors) and minimising variability in the business processes. Lead a number of successful projects looking into why our customers call us, and what we can do to improve our service.- Save £450,000 over 4 years working on processes highlighted by customers as problems- Re-engineered back office processes to reduce waste and improve SLAs, saving £150,000 annually- Mapped and removed errors in our off-shore work streams- Rolled out new project methodologies across the Bristol site, and trained across the Aviva UK sites. Also being a key member of a wider project team reporting into the project manager and performing a number of analytical roles including,- Requirements gathering/documentation.- Working as a liaison between the business and end users.- Analysing data from a number of different sources to recommend solutions to business problems.- Investigating system issues and producing reports recommending fixes needed.Experience in working on data migrations from one set of IT systems to another. Work included investigating legacy systems and the feasibility of the new system platform to integrate these out-dated systems. Show less

• 

  Career Sabbatical

  Oct 2012 - Mar 2013

  Travelling
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  Wiley

  May 2013 - now

  Wiley is a global provider of knowledge and knowledge-enabled services that improve outcomes in areas of research, professional practice, and education. I work as a Change analyst and this involves leading change, business transformation and innovation projects globally. My specialist areas of support include managing behavioural change, process improvement, lean/agile transformation, and focusing teams on customer experience.Highlights include:Embedding a continuous Improvement culture across a global business division as part of a wider programme of work, bringing the methodology of Lean into the workforce; supporting them through new metrics to highlight quality issues and monitoring progress across a wide portfolio of Journals with current and historic problems. Ensuring the smooth transition of out-sourcing a large portion of work to our vendor colleagues in India, using change activities as well as project tools to ensure minimal disruption in the flow of work as the transition progressed.Consolidating 7 regional processes across the globe into one efficient process that enabled the company to track unpaid fees resulting in $5m worth of business being recuperated, where previously it had been written off. Show less

  • Associate Director, Research Performance

    Sept 2022 - now

  • Senior Manager, Analytics - Operational Excellence

    Jan 2021 - Sept 2022

  • Manager, Analytics - Operational Excellence

    Jan 2019 - Dec 2020

  • Process Improvement and Change Analyst

    May 2013 - Jan 2019