Andy Cartwright

Senior Business Analyst in a Product Manager role (using SAFe), on CRM Salesforce Service Cloud. - July 2024 - September 2025

• Delivered significant changes to improve the efficiency of case management such as improved case queue management (using Omnichannel) and AI receipt reader.
• Improved data quality by integrating with address and bank validation tools.
• Worked closely with architects to integrate with 3rd party applications using AWS and Cyber best practices.
• Facilitating workshops with stakeholders and analysed data to build a roadmap.
• Analysed, Documented and prioritised features in Jira and Confluence in preparation for PI planning.
• Reviewing potential ideas and working with team members including UX designers and architects to understand their impact and value.
• Built relationships with senior stakeholders and managed expectations.
• Coached PO's and Business Analysts to improve the delivery of features.

Senior Business Analyst in a Product Manager role (using SAFe) on BA.com supporting the delivery of major enhancements that increased sales. - October 2022 - June 2024

• Managed the delivery of features for sales on BA.com.
• Worked with UX designers to run A/B experiments to explore options that increase sales.
• Improved accessibility score on BA.com so customers with screen readers, or individuals with visual impairment can still book flights easily.
• Closely collaborated with finance and loyalty to roll out changes that improved the reliability of payments and enable customers to use the updated loyalty scheme to book their flights.
• Worked with architects to de-couple legacy systems based in data centres to modern cloud based standards.
• Managing Business Analysts and Product Owners. Supporting their personal development by defining training plans, coaching and exploring individual career plans based on their skills and aspirations.
• Agile Coaching

Senior Business Analyst in a Product Manager role for the logistics reporting suite.

• Defined product strategy for logistics reporting suite through collaboration with customers and stakeholders.
• Managed team developing PowerBI dashboards to showcase logistics KPIs and detailed diagnostics.
• Dashboards enabled over £1.5 million of savings.
• Transitioned project management approach from waterfall to Agile, providing training and support.
• Configured JIRA for logistics delivery teams to enhance project tracking and communication.
• Refined business processes to maximise dashboard value across various units.
• Oversaw budget management and commercial agreements with third-party suppliers.
• Cultivated relationships with senior stakeholders, ensuring awareness of plans and risks.
• Coached five Business Analysts across IT divisions while recruiting new developers and analysts.

Senior Business Analyst in a Product Manager role managing core capabilities (Sales, Marketing, Legal, Finance, and HR).

• Managed and coached six business analysts, enhancing team performance and productivity.
• Collaborated with Director of Strategic Operations to analyse capabilities and outline 2020 objectives.
• Defined essential changes across organisational capabilities in Sales, Marketing, Legal, Finance, and HR.
• Documented requirements for in-house projects and liaised with external vendors.
• Oversaw external vendor contract processes with major financial firms for compliance and tax projects.
• Reviewed project requests, defined options, and presented recommendations to senior board for approval.
• Partnered with external consultants to identify necessary organisational transformations for improved client services.
• Identified process and system gaps while highlighting risks to PMO and senior board members.
• Managed Business Analyst and Product Owners.

Product Owner for a co-located Scrum team that created applications for the law firm and financial services departments.

• Documented user stories and established priorities with senior board members.
• Designed application wireframes in Balsamiq, obtaining stakeholder approval before development.
• Defined new business processes to enhance organisational efficiency.
• Collaborated with Program Manager to develop PMO structure and processes.
• Implemented new systems across multiple jurisdictions to facilitate company expansion.
• Developed an application to streamline the legal compliance checks (Know Your Customer) and reduce risk of potential fraud.
• Created applications enabling support teams to handle routine configuration changes independently.

Acted as Scrum Product Owner for a critical web order management tool that accounted for 60% of revenue.

• Implemented complex project enhancing order to cash capabilities across 30 applications, saving over $1 million annually.
• Defined product roadmaps to align with business objectives.
• Conducted gap analysis on tools and processes to identify efficiencies.
• Documented requirements and new processes to streamline operations.
• Facilitated user acceptance testing and training sessions for global super users.
• Managed a team of Business Analysts.
• Oversaw deliverables and personal development of team members.