Sep 2025 – Present · 9 mos · Norwich, England, United Kingdom · Hybrid

Aug 2021 – Dec 2022 · 1 yr 4 mos

• The Change Management Process ensures that all changes to the managed IT environment are properly planned managed and reviewed prior to their implementation and release.
• The purpose of the Change Management Process is to control the defined IT infrastructure & application changes through standardised, repeatable methods and procedures. The Change Management Process supports efficient handling of changes, and provides accurate timely information on changes to minimise their impact.
• The Global Infrastructure and Operations Change Management team has a responsibility to maintain the balance between the need for change and the potential detrimental impact to customer service arising from these changes.
• My role directly supports our customer first strategy by putting the customer at the centre of all decision making. It also provides unique visibility and exposure to changes across the global estate and other service management teams.
• The main purpose of my role is working alongside our current Change team to pro-actively protect IT service by acting as the interface between our team, our suppliers and customers for changes that could cause significant customer impact.
• Duties and Responsibilities:
• Facilitating walkthroughs alongside our suppliers for complex/high risk changes.
• Efficiently deal with escalations & emergency changes with minimum further escalation to change managers or senior management.
• Advise and support the team to constantly improve and refine the existing processes.
• Chairing Change Advisory Board meetings where required.
• Supporting continuous improvement actions following changes which create unplanned service disruption.
• Upholding strong collaboration across Service Operations teams; Major Incident Management, Configuration Management, Service Protection and Aviva Service Operations Centre.

Nov 2018 – Aug 2021 · 2 yrs 9 mos

• As a Release Engineer, I work within The Release, Test & Transformation team supporting the delivery of Partnership changes into our Production estate. I work with multiple applications across the UKI estate, including those hosted by third parties. I apply method and understanding to the lifecycle of change by working closely with Platform, Scrum and Strategic Partner change teams.
• My role:
• Manage production releases across the Digital, IAS and Health applications which includes maintaining thorough implementation plans, chairing of release meetings, resource planning, release governance, and communication with the wider business. Produce release timelines and rollback plans that minimise disruption to our customers and services.
• Oversee the delivery of Monthly and Continuous Releases that contain multiple applications that I work with or are responsible for, which deliver quality changes to make our customer experience better than ever.
• Reporting to and engagement with senior and business stakeholders to ensure complete understanding of required business outcomes during the entire monthly and continuous release process.
• Providing excellent Release services every day enabling our colleagues and customers.
• Proactively maintaining and managing our services ensuring we automate, monitor, anticipate needs and stay secure.
• I work with development & infrastructure teams to integrate tooling and processes to automate delivery, seeking ways to increase the velocity, regularity, quality, and visibility of our release cycles.
• Always building strong working relationships (onshore and offshore) between stakeholders, being an extension to my feature and release teams and bringing people together.
• Delivered multiple releases using key software engineering systems, such as VSTS, Jenkins (Blue/Green) and XLR Orchestration.
• Ensuring adequate impact and risk assessment for all change, including robust dependency management.
• Driving ‘Continuous Delivery’.

Jul 2016 – Nov 2018 · 2 yrs 4 mos

• Multi-skilled individual across a wide range of products, such as Motor, Home, Travel, Van, Breakdown, Life and Pension policies.
• Excellent communication, listening and presentation skills.
• Confident manor with ability to build great rapport.
• Strong drive to do the right thing for the customer.
• Exceptional attention to detail.
• Able to deal with difficult conversations when required.
• A natural curiosity to identify improvements with a positive mind set, a can do approach.
• Able to build relationships with key stakeholders and live the Aviva brand values.
• Outside of my role I have taken on the responsibility to train and up-skill agents on other products across the GI portfolio. I have been in this role since the start of May 2018 and have delivered successful training on the Motor and Home insurance products.
• Co-ordinate training requirements across Aviva Customer Contact.
• Applying a blend of learning methods to transfer knowledge to support our customers.
• Apply a mixture of consultancy and project management techniques to deliver the right knowledge transfer for Aviva Customer Contact.
• Build and maintain effective working relationships across Aviva Customer Contact.

Jul 2013 – Jul 2016 · 3 yrs

• Purpose:
• ‘To analyse, develop and test quality solutions that meet business and customer requirements’.
• Responsible for the detailed analysis of business problems.
• Designing and executing test scripts.
• Working collaboratively with stakeholders to guarantee successful deliveries.
• Pro-actively seek and implement incremental improvements to the testing processes.
• SME on QA and testing and all technical aspects of the process.
• Provides appropriate support and advice to colleagues for training and coaching purposes.
• Responsible for own development, skills and knowledge to ensure delivery within an Underwriting Solutions Delivery function that continues to support new and growing demands.
• Contribute to the maintenance and support of live products and processes, including EDI, with an emphasis on accuracy, speed to market, minimal IT dependency and process efficiency.

May 2003 – Jun 2013 · 10 yrs 1 mo

• March 2003 - Present: Aviva/RACi - Customer Adviser/Manager, Trainer and Coaching Support
• 2013 - My current role revolves around taking calls for all elements of sales, customer advice and renewals on the Exceed platform. I am flexible and have an in-depth understanding and practical ability to service all products within the UKDI portfolio. I have a good working balance between servicing our customers and working within the working group.
• Lead role within the Motor Pricing Working Group: Collating and tracking demand, prioritising and reporting. The right fixes will then be implemented through the correct channels, through Pricing, EDD and Systems.
• Updating the Business Managers on a regular basis to show the delivery scales and outcomes of the working group’s activities.
• Providing our advisers and managers with the knowledge to resolve pricing issues, making the experience better for our customers, putting them at the heart of everything that we do, in a systems thinking world. Seeing decreases in failure demand and increasing first point resolution.
• Planned and organised training to be delivered to teams in Horizon Business Centre and Bishop Briggs to implement Pricing knowledge and FAQ’s. Organised and scheduled through our Service Team so our abandon rates and customers are not affected.
• I have proven and earned my way into the managerial role within the business. Over the course of three years being a seconded manager I have been relied upon and called in on short notice to cover for other team managers. This helped me engage my stakeholders higher above an adviser level, making my way into the higher tier of the business.