In my recent project I focused on delivering business change projects, I was required to bring a hands-on approach, leveraging my commercial awareness and strong people management skills. Taking ownership of complex, multifaceted projects, I worked closely with teams and stakeholders based in multiple locations, ensuring alignment across various business functions. The role demanded flexibility and the ability to adapt to ever-evolving project needs, all while maintaining a clear focus on achieving key objectives. Below, I outline some of the key achievements that underscore my approach to delivering business change.

Key Achievements

1. Re-platforming of CRM Technologies and Consolidation of Contact Centre Solutions

One of the most significant projects I led involved the re-platforming of four bespoke CRM technologies into a single entity. This was a complex task that required not only the consolidation of data and processes but also ensuring that all departments using these systems were aligned in terms of functionality and outcomes.

In parallel, I managed the consolidation of three contact center solutions into one unified system. This not only streamlined operations but also improved the customer experience by reducing transfer times, ensuring seamless communication, and centralizing customer data for more efficient handling of inquiries.

The result was a more integrated, efficient CRM and contact center environment that facilitated better customer relationship management and internal collaboration.

2. Taking Ownership of an API Development Project

Another key achievement was taking control of an API development project that was 18 months into delivery but had stalled due to scope creep and misaligned expectations. Upon taking ownership of the project, I quickly assessed the situation, redefined objectives, and re-baselined the project milestones to set realistic, achievable targets.

This involved:

• Re-baselining milestones: Creating a clear roadmap for delivery that aligned with the current business needs and technical capabilities.
• Setting up project boards and steering groups: Establishing clear lines of communication and decision-making authority among key stakeholders to ensure everyone was on the same page.

This intervention allowed the project to regain momentum, meet its revised deadlines, and deliver a working API that integrated with existing systems, improving both operational efficiency and data accessibility.

3. Reviewing and Reworking Budgets

Financial management was critical in these projects. I was responsible for reviewing and reworking project budgets to ensure alignment with business goals while keeping costs under control. Through careful analysis, I identified areas where cost efficiencies could be achieved, allowing us to redirect resources where they were needed most without exceeding the overall budget.

This process not only involved adjusting financial plans but also required close coordination with finance teams and ensuring that all stakeholders were informed of the financial changes and implications.

4. Delivering Website Enhancements for Customer Sign-Up

As part of enhancing customer engagement, I led the delivery of website enhancements focused on improving the customer sign-up process. This involved working closely with development teams to refine the user interface, reduce friction points, and ensure that the sign-up experience was intuitive and fast.

By improving the sign-up process, we were able to increase conversion rates and improve the overall customer journey, leading to higher satisfaction and better retention rates.

5. Migrating Internal Time Tracking Software

Another significant project I delivered was the migration of internal time-tracking software. The existing system was outdated and inefficient, leading to inaccuracies in reporting and issues with payroll. I coordinated the transition to a new platform that not only improved time tracking accuracy but also integrated with other business systems for smoother operations.

This migration had a direct impact on employee productivity and satisfaction, as the new system was easier to use and offered more robust reporting tools, reducing administrative overhead.

6. Coordinating Loyalty Promotions with Business Partners

In collaboration with external business partners, I also coordinated the delivery of loyalty promotions, specifically working with airlines to offer extra services to customers. This required careful negotiation with partners and coordination across multiple teams to ensure that promotions were launched on time and delivered the intended value to customers.

The loyalty promotions not only increased customer satisfaction but also provided an additional revenue stream through enhanced partnerships, further demonstrating the success of our collaborative efforts.

Conclusion

Delivering complex business change projects requires a combination of commercial insight, strong leadership, and the ability to take ownership of challenges as they arise. Whether it was re-platforming critical CRM systems, leading API development, enhancing customer-facing websites, or coordinating promotions, my hands-on approach ensured that each project was delivered successfully.

By being flexible, adaptable, and maintaining a sharp focus on the bigger picture, I was able to align teams, manage budgets, and meet critical milestones. The result was a series of transformative changes that streamlined operations, improved customer experiences, and delivered lasting value to the business.