Technology Lead HRIT (PGC&GCOO Technology) at HSBC (2019-06 – Present)
- Owned compliance and governance for sensitive people data; embedded approval workflows, audit trails, evidence packs, version control and sign-off to meet audit and enterprise standards.
- Designed and ran governance ceremonies and forums to ensure capabilities, standards and controls were consistently adhered to and robust across the platform; contributed to writing the strategic governance approach at portfolio level.
- Established data governance for workforce datasets (definitions, controls, lineage, quality checks), improving consistency of metrics used in leadership reporting and reducing rework caused by definition drift.
- Maintained clear visibility of data/service risks and issues, driving resolution plans through to closure and escalating with evidence where required.
- Led end-to-end change delivery across Technology, Operations and governance stakeholders, ensuring impacts were identified early and implementation readiness achieved before release.
- Responsible for incident management across 7 services, coordinating triage, communications and post-incident reviews to address root cause and prevent recurrence.
- Led a team of 14 third-party developer resources plus analyst/BA support; managed backlog and prioritisation with Product Owners, balancing demand vs capacity and making transparent trade-offs. Direct experience working within Agile Release Trains and supporting PI Planning activities.
- Led migration of HR reporting services from Oracle on-prem to cloud (ADW/Azure), saving over $2M in costs while improving scalability and resilience.
Senior Digital Data Insights Manager at HSBC (2015-10 – 2019-06)
- Provided enterprise insight and measurement governance to support decision-making and performance improvement across multiple divisions.
- Acted as SME for analytics frameworks (measurement standards, tagging governance, data dictionary), improving data quality and trust in reporting.
- Produced senior-leadership-ready insight packs and narratives, translating complex analytics into clear decisions and actions for technical and non-technical stakeholders.
- Delivered coaching and knowledge-sharing to embed capability within business lines and support sustainable BAU ownership.
Analytics Consultant (Contractor) at Kaplan Financial (2015-07 – 2015-10)
- Conducted gap analysis and competitor benchmarking to identify process inefficiencies and improvement opportunities.
- Worked with board-level stakeholders to compile a new digital strategy and readiness plan.
- Implemented improved measurement and testing discipline (UAT, defect documentation, test execution), delivering a 24% uplift in online sign-up revenue.
Digital Manager (Contractor) at Alpharooms (online travel agency) (2015-03 – 2015-07)
- Led cross-functional delivery across Commercial, IT, Creative, Vendors and MI, delivering insight-led recommendations for onsite and journey improvements.
- Owned experimentation (A/B and MVT) and behavioural analytics across multiple data sources; communicated outcomes and actions to stakeholders.
Online Analytics & Insight Manager at BT Group – Plusnet (2012-10 – 2015-03)
- Provided digital governance to ensure data quality across all business lines; created and led optimisation strategy in line with business requirements.
- Coached and led a team of insight/MI/analytics experts to identify opportunities and drive solutions.
- Owned and delivered a complete end-to-end analytics solution in partnership with a third-party vendor, saving £1M in costs.
Web Analytics and Information Lead at NHS Choices – Dept. of Health (2011-01 – 2012-10)
- Identified gaps in data/information strategy and built robust solutions; directed planning, budgeting, vendor selection and quality assurance efforts.
- Ensured tagging and collection methodology was followed; managed the day-to-day web analytics team.
MI & Insight Manager at Ventura (2007 – 2011)
- Delivered strategic information across several clients, covering all aspects of contact centre and project management.
- Delivered efficiencies that reduced attrition by 29% and introduced processes that increased productivity by 16%.
Voluntary Leadership Support Programme at Teach First
- Coached newly qualified teachers, developing leadership and active listening skills.
Customer Engagement Programme at Mercedes Benz
- Designed a data-blending approach using multiple third-party sources, delivering a 30% sales uplift for new cars.
