Jill Watkins

Experience

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  Datapoint

  Sept 1981 - Jan 2001

  Various

  Starting as a trainee programmer held a number of client facing roles including; Pre / Post Sales support, Help Desk, Product Management, Pan-European Consultancy and Manager of Consultancy Services.Solutions included; Contact Centre / CRM solutions, Telephone Banking, Office Automation, Workflow / Image processing, Central Accounting Systems, Mid-range servers / operating systems, Databases, Video-conferencing and Networks.Generated blue-print solution design for integrated telephone banking within TSB; resulting in a successful sale worth approximately £10 Million that supported Lloyds TSB's telephone banking operations for over 10 years. Also led to European consultancy role. Used learning from the successful implementation of TSB Phonebank to rollout similar solutionso a number of leading retail banks across Europe including France, Belgium, Switzerland and Netherlands Show less

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  Unisys

  Jan 2001 - Nov 2002

  Subject Matter Expert / Solutions Specialist

  Responsible for designing and implementing information technology and CRM solutions within the target markets; financial, pharmaceuticals and local government.Collaborated on proposals outlining business benefits of Unisys implementing a specialist CRM package for a leading pharmaceutical company, winning initial £900K pilot and potential European rollout

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  Lloyds TSB

  Jan 2003 - Jul 2005

  Contracting

  Extended an initial 3 month ‘developer’ contract to 2.5 years in a Lead Analyst / Project Manager role. Led projects to introduce new service features to the front end applications (Telephone and Internet) – including the introduction of regulation associated with insurance products such as PPI.Contributed to internal initiatives for changes to banking systems from early stages of business case establishment, through to feasibility studies, design, development & testing and implementation. Ensuring successful delivery of a solution to meet business needs, on time and within budget. Show less

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  Catalyst IT Partners

  Oct 2005 - Mar 2007

  Principal Consultant

  Consultancy providing insight into call centre operations and initiating performance improvement. Responsibilities included analysis into operational working patterns, consultancy on supplier selection and project / programme management.Executed a review of Avon Cosmetics use of contact channels for customer and representative activities; producing strategic model options and recommendations for future channel usage. Performed operational reviews for Endsleigh insurance and Vodafone; identifying areas for improvement based on factors such as adoption of high performers’ behaviour and increased compliance to scripting. Show less

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  Cable&Wireless

  Jun 2007 - Nov 2007

  Technical Relationship Manager

  Technical Relationship Manager role acting as a trusted advisor to Aviva and RAC accounts to improve the use of C&W customer management solutions and gathering business intelligence integral to planning sales strategies.

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  Callcredit Information Group

  May 2008 - Oct 2018

  Leading team of Product Owners to deliver incremental and long term change to the Credit Data Loading platform. Establishing a team of Product Owners empowered to lead delivery teams during the implementation of a programme of GDPR remediation activities.Established a process for stakeholder engagement generating roadmaps that reflected Business, Technical and Regulatory priorities and for converting these into requirements for delivery.Organised Legal, Data Governance and Architecture to successfully deliver Callcredit's first official Data Asset Catalogue.Provided subject matter expertise for the definition of the organisations Data Lifecycle. Acted an Employee Representative during a major organisational change when ownership moved to TU Show less Leading team of Product Managers and Business Analysts to deliver incremental and long term change to the Callcredit Marketing Product suite. Including portals for lead generation, marketing profiling and suppression, and lead fulfilment.Ensuring products were managed effectively in line with business and regulatory objectives meeting challenging delivery deadlines. Developed the vision for Marketing products to reflect business trends and target architectures and generating 5 year target plans.Acted as SME for development governance improvements and requirement documentation.Led initiatives for Product Development Life Cycle Methodology and Process improvements simplifying the role of Product Owners and improving team dynamics. Show less Led a high performing team of Business Analysts who were consistently recognised as integral to the rapid delivery of multiple high profile Marketing Products and Client Hosted data solutions via collaboration with internal and external stakeholders.Collaborated with account management and client stakeholders to assure the successful acquisition of a 3-year contract for a suppression dataset worth £1.2 Million. Delivered from initial need to final product in rapid timescales via the use of collaborative tools.Integral to the successful replacement of a problematic linear campaign management process with a hosted database solution for a strategic client. Lead Business Analyst for the first Callcredit project to use Azure cloud technology as an integral solution component. Played a key role in the development of a strategic methodology for Product Delivery. Show less Liaison with Client Management teams, Technical teams, Internal / External Clients and Suppliers to ensure successful delivery of the solution, ensuring products and services provided by Callcredit were fit for purpose and delivered to agreed timelines.Acted in a Subject Matter Expert role for COI projects including Smokefree CRM & Lead Management, DDHSL Pathways Portal, RAF Recruitment Portal and development of data capture and processing for 2 research projects associated with smoking cessation.Represented Business Analysis and Project Management for the successful acquisition of ISO accreditation of the team’s processes and documentation Show less

  • Manager, Product Owner

    Mar 2017 - Oct 2018

  • Business Product Manager (Lead)

    May 2016 - Mar 2017

  • Business Analysis Team Leader

    Jul 2012 - May 2016

  • Senior Business Analyst / Project Manager

    May 2008 - Jul 2012
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  Safehands4IT Limited

  Dec 2018 - now

  Director

  Product Ownership and Business Analysis consultancy services to organisations engaging in change and solution implementation.Highly motivated self-starter with comprehensive experience delivering bespoke client solutions and products that enable operational and strategic change. Applying a range of Business Analysis / Product Ownership skills including: Stakeholder Management; acting as trusted adviser/mentor to internal and external stakeholders at all levels to deliver solutions supported by a sound business case.Development Life Cycle; generating and coaching on the use of standards for Agile or Waterfall development methodologies including SCRUM, DSDM & Callcredit Product Development Life Cycle.Written and Verbal Communication; promoting services and solutions in a professional manner, presenting ideas and proposals assertively and persuasively.Requirements Management; analysing, documenting and prioritising requirements using a portfolio of techniques including LEAN ‘as-is’ / ‘to-be’ Business Process Modelling (BPM), Use Case Modelling (UML), User Stories, CATWOE, SIPOC and toolsets such as TFS, JIRA, Confluence and Microsoft Office. Delivery; forming an integral part of delivery teams as Product Owner, participating in regular ceremony meetings, ensuring that the backlog is maintained and clearly communicated.Time Management; organising and planning to maximize efficiency and performance and to meet deadlines through prioritisation of objectives and tasks.Team Leadership; developing personnel with skillsets and competencies that will complement and enhance the team. Show less

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  NHS Digital

  Dec 2018 - Sept 2019

  Product Owner

  Product Owner for the Digital Data Processing Services (DPS) transforming access to and the use of healthcare data to support the NHS using secure Cloud based solutions. Responsible for developing the product vision, strategy and roadmap of several products across the programme and for converting these to detailed requirements for delivery.

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  Millbrook Healthcare

  May 2020 - Aug 2020

  Business Analyst

  Consultant Business Analyst for project to Virtualise Contact Centre activity for 11 individual depots providing Community Equipment Services into 3 regional operations. The goal of virtualisation was to improve flexibility and efficiencies of customer service operations and provide improved experience for customers. Responsible for:- Audit and documentation of AS-IS state for current operations (processes, tools, telephony)- Identifing gaps and requirements for TO-BE operations, systems, and training.- Design and implementation of new Standard Operating Procedures, Booking tool and Knowledge Base Show less

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  Hippo Digital UK

  Feb 2021 - Apr 2021

  Product Owner

  Product Owner for NHS Discovery project to guide the development of an NHS service through understanding user needs, constraints and dependencies.- Agreed scope for the 8 week discovery.- Worked with a team carrying out user and desktop research into service needs- Highlighted opportunities for change.- Presented findings and a roadmap of activities to achieve short and long term benefits

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  Engine

  Jul 2021 - Mar 2022

  Business Analyst

  Business Analyst during Discovery and initial phases of a DfE project to bring a data collection channel in-house.- Worked with Product Owners to agree scope.- Evaluated needs to review against potential solutions.- Presented findings and recommendations for delivery.- Continued to review and refine project requirements during development phases.