As a consultant within an Amadeus cross-functional team, implemented a data governance policy. Used data driven insights to improve collaborative relationships, initiate process changes that ultimately enhanced business processes and customer experience.
Consultant Project Manager - Analytics (Scalian - contracted to Amadeus - IT, * Initiated data driven process improvements in incident management to enhance leading indicators, internal efficiencies and ultimately enhance customer experience * Mediated strained relationships between international and cross-functional teams, rebuilding trust, jointly creating next steps for improved collaboration and business effectiveness * Improved data quality by implementing a data governance policy that was globally adopted by PMO offices * Proposed new database solutions and possible structures * Identified new KPI measures and designed dashboards on Qlik Sense to track measures across the business
* Identified and mapped customer journeys for corporate clients, where no journeys had previously been mapped * Developed product strategy based on market studies, use cases, feasibility and implementation assessments
* Promoted to a senior data analyst role, focusing on insights, recommendations and reporting for Liberty Group * Analysed customer data and touchpoints, then designed and developed executive dashboards to highlight the insights, and then gave recommendations for the development of the Group's customer strategy * Migrated customer data to a central database and as part of a team automated the complaints handling system mitigating the risk of regulatory infringements * Trained all new recruits who joined the analytics team on data normalization, SQL, Excel, requirements gathering, business processes and stakeholder management * Initiated and led a project team to automate operational reporting into Qlik models, a first in the operational environment, increasing reporting times from once a month to daily automated reports * Improved operational efficiencies by identifying KPI reporting metrics for companywide customer departments such as call centres, campaign teams, customer experience (CX) teams and user experience (UX) teams
* Retained on average 20 to 30 customers a month, through a firm understanding of company products and customers' needs * Assisted customers to plan for the financial needs in terms of risk and investment needs
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