I am a Business Analyst with 2 years of experience delivering complex digital and process change within Agile and hybrid environments. I have a proven ability to shape technology solutions by translating business problems into actionable requirements, mapping processes (As-Is/To-Be), writing clear user stories, and facilitating workshops with Product Owners, Technical, and Senior stakeholders. My experience includes customer journey optimisation, compliance workflows, and applying user-centred design principles. I am confident working within Scrum and Kanban frameworks, supporting governance and risk management requirements, and delivering robust solutions in regulated financial services contexts.
In my recent role at Motability Operations, I delivered business and digital change initiatives across regulated environments, managing multiple concurrent projects focused on process redesign, compliance automation, customer onboarding, and operational efficiency. I partnered with cross-functional teams including legal, compliance, operations, UX, and data to elicit requirements, document current and future state processes, and deliver change aligned to business goals and user needs.
Previously, I progressed from Customer Advisor to Team Leader at B&Q PLC, managing a team of 10 and improving operational efficiency. I led several operational projects such as OCR feasibility for license verification, PCN process redesign, fleet connectivity analysis, and an EV education initiative. These projects involved stakeholder engagement, process mapping, gap analysis, and delivering business cases that resulted in significant cost savings, improved compliance, and enhanced customer experience.
I hold a Level 4 Business Analysis Apprenticeship with distinction and a BTEC Level 3 Extended Diploma in Business. I am certified with multiple BCS certificates in Business Analysis and Requirements Engineering, and I am skilled in Agile delivery, business process modelling, stakeholder engagement, and data analysis using tools like JIRA, Confluence, Visio, Excel, and SQL.
I am adaptable, a critical thinker, and an effective team collaborator, always striving to deliver value through clear communication and structured analysis. I am eager to continue growing my expertise in business analysis and contribute to impactful projects that drive operational excellence and customer satisfaction.
