Joanne Barnett

Experience

• 

  American Express Business

  Jun 1998 - May 2009

  Responsible for the implementation of multi million $ customer corporate travel and expense programmes. Ensuring the project was delivered on time and the customer was highly satisfied.Building and gaining alignment on the scope of the project via detailed requirements gathering. Ensuring all project documentation was kept up to date and shared with relevant internal and external teams and stakeholdersWorking with the Product Deployment team to ensure customer technical solutions were delivered to the customers satisfaction.Leading project calls and working with the team to identify risks, issues and mitigation paths.Escalating areas of significant concern within the project to stakeholders and leadership.Ensure all products and services deployed have a fully executed test plan.Key Achievements: Deployment of first online booking tool for American Express’s largest customer with very complex accounting requirementsLed the successful implementation of a large global technology company with outstanding customer feedback Show less

  • Senior Customer Implementation Project Manager

    Jun 2005 - May 2009

  • Customer Escalation Manager

    Dec 2004 - May 2005

  • Customer Service Manager

    Oct 2003 - Dec 2004

  • Call Centre Team Leader

    Apr 2001 - Oct 2003

  • Travel Consultant

    Jun 1998 - Apr 2001
• 

  American Express

  May 2009 - Apr 2016

  Quality and Process Manager

  Leading a small European Team of Strategic Project ManagersDesigning and implementing reporting and analytics Deployment of bespoke Project Management software to allow reporting and tracking from pipeline to trading.Workforce Management planning of projects for approx 70 FTE delivering in excess of 400 projects per yearDeveloping standard processes & documentation to implement customers travel programmes.Key Achievements:Increased the number of projects being managed across the team by 215%Reduced the project cycle time by 20%Implemented new processes which resulted in increased efficiency and productivity. Show less

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  American Express Global Business Travel

  Apr 2016 - Oct 2020

  Head Of Project Management Office

  I was responsible for a large globally distributed team of remote Project, Programme and Portfolio Managers.My team designed and implemented the working practices and governance of the Customer Implementation and Product Deployment teams, seeking opportunities for continuous improvement.I was responsible for the workforce management planning of projects for approx 400 FTE who delivered in excess of 1000 projects per year.I designed and led the customer feedback initiative post implementation to continuously improve process and customer experience.I was responsible for sourcing, contracting and implementing technical solutions utilised by the project teams to drive growth, efficiency and quality.I led work-streams for strategic acquisitions within the business.My team delivered business Intelligence and analytics from pipeline to customer trading.Identifying repetitive tasks within the project framework to realise cost saving opportunities.Working with stakeholders across the business to provide project status updates and share any high risks and mitigation plans.Collaborate with the Sales and Account Management teams to understand the pipeline of work.Hiring and onboarding for the global project teams consisting of approx 400 FTE globally distributedKey Achievements:Combined regional processes into one global process to drive consistency and satisfaction for the customerReduced the project cycle time by 40%Customer willingness to reference increased to 98%High retention of top talent within the team and identified and recruited people who became top talent within the business Show less

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  Volunteer

  Nov 2020 - Jun 2022

  Volunteer - COVID19 community support

  Since leaving American Express Global Business Travel I have been utilising my project management skills to support my community through COVID19.I was responsible for setting up and coordinating a programme to ensure people within my community who were at high risk of contracting COVID19 were supported with day to day activity such as shopping and collecting medication. I also set up a community volunteer scheme to limit the isolation for the at risk members of my community.

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  Pebble

  Oct 2021 - Aug 2022

  Head of Remote Working I Future of Work Consultant I Remote Working Coach

  Reporting to the CEO. As part of the Senior Leadership Team I focused on designing, planning and executing the business's remote-first strategy.I designed and implemented policies to support remote workingI implemented technical infrastructure to drive efficiency, productivity and collaboration I managed the exit from office leases, finding a solution to house IT and broadcasting infrastructure and completing relocation.I was responsible for ensuring the culture aligned to business values and delivered equal opportunities for every employeeI sourced, planned and delivered the first Pebble all-staff conferenceI implemented the HRIS and Learning Management System (LMS)I built workflow processes to drive business growthI built a recruitment process to hire globally distributed talent as per the remote first strategyI managed the remote working budget including cost benefit analysis to determine return on investment (ROI)I established a communication strategy to ensure transparencyI implemented key performance metrics (KPI's)I introduced steering groups and forums to focus on technology, employee satisfaction & customer satisfaction.I designed new control processes to ensure cost to the business is fully assessed for long term commitment and all key decisions with financial impact are being driven by dataKey Achievements:WINNER of the Remote team of the year at the 2022 UK Culture awardsReduced recruitment costs through HRIS implementationIncreased number of customers renewing support contracts by reviewing processes and designing workflowRelocation of office space to smaller warehouse, reducing real estate P&L cost by 75%Delivery of first all-staff two day event with outstanding employee feedback and 20% under budgetEmployee feedback introduced with 98% T2B satisfaction levels relating to remote workingBuilt network of Remote First leaders ensuring best practices shared across organisationsImplementation of new systems increasing capacity Show less

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  Remote Way of Working

  Aug 2022 - now

  Remote and Future of Work Consultant I Business and HR Transformation I DE&I

  Providing businesses with Remote Working transition strategies Future of Work Adviser End to end strategy, project and change management I can help your business with: Leadership development to lead remote teams Recommending and implementing the best technology for remote working success How to hire and onboard remotely Planning and execution of employee retreats and conferences 4 day working week review, recommendations and implementation Real Estate Projects Implementing HR framework including policies, knowledge-base, workflow processes, employee surveys and feedback, communication strategies, compensation and benefits programmes, KPI's, goals and performance management processes, DE&I initiatives, general HR support HR, Culture and Engagement Health-checksGuest speaking on remote-first, hybrid and Future of Work solutions Show less