Daniel Brown

• Supported complex programmes and projects within the Change Portfolio, ensuring alignment with organisational and strategic goals.
• Collaborated with stakeholders to identify business problems and opportunities, conducting detailed analysis to inform decision-making.
• Managed requirements through all project stages, ensuring clear definition, documentation, and alignment with business needs.
• Worked with Business Architects and cross-functional teams to model business processes and deliver actionable insights for process improvement.
• Facilitated workshops with key stakeholders, including both internally and externally, using advanced problem-solving techniques to clarify business requirements and prioritise deliverables.
• Contributed to the design, testing, and implementation of business process changes, ensuring that proposed solutions met business needs and user needs.
• Provided support in creating and maintaining documentation for project requirements and outputs, adhering to business analysis best practice.
• Assisted other analysts and project teams in ensuring consistent stakeholder communication and reporting on project status and outcomes.

Achievements

• Saved Key Business Form : Conducted detailed analysis on a business-critical form at risk of being removed in a new technical solution with decoupled architecture. The analysis highlighted the form's vital role across multiple business areas, identifying significant repercussions. Presented findings to key decision-making stakeholders, successfully influencing the decision to retain the form.
• Produced 30+ User Stories in a Design Sprint: In a time-sensitive sprint with no prior discovery or inception work, led the planning execution, and post-workshop activities. Created over 30 detailed user stories, including acceptance criteria, and produced wireframes for the workshop to guide discussions and ensure alignment on design requirements.
• Led Time-box Analysis & Stakeholder Engagement: Ran workshops and conducted interviews with key stakeholders during a one-month time-box analysis activity for a major project. Produced over 20 use case descriptions, 100+ requirements, 15 as-is process maps, and a detailed road map. Enabled senior stakeholders to make informed decisions on whether to pivot the project scope to include additional business functions or maintain the current trajectory.
• Process Automation through Exceptions Process Analysis : Led analysis of an exceptions process in a large project, mapping both as-is and to-be processes. The analysis resulted in the automation of over 80% of the exceptions being worked within the Salesforce business rules engine, which will save thousands of resource hours annually.
• Redesigned Business Process for Efficiency : Collaborated with cross-functional teams to design a new business process that resulted in over 2,500 hours saved annually through increased efficiency.

• Coach, train and develop a team of Operational Trainers ensuring they are skilled to effectively deliver training solutions to new and existing staff. Complete monthly one to one evaluations giving specific feedback from regular training observations.
• Lead with passion to inspire and motivate my team to deliver results which meet service level agreements and internal department targets by creating awareness of performance and how this impacts our customers.
• Build and maintain working relationships with stakeholders to provide a quality service including working with the Workforce Team and Operations Managers to finalise training requirements.
• Manage the training resource required for the business demand ensuring schedules are met and maintained throughout the year and oversee the rooms, facilities, equipment and systems required.
• Continue to enhance the service provide by the Operational Training Team by continuously improving our approach, documents and processes.
• Analyse and assess training needs for frontline staff including working with the Change Function to ensure new systems and policies are delivered to frontline staff such as Salesforce.

Achievements

• Reduced Assessor Induction Time : Streamlined the assessor induction process, reducing induction time by 25% for external hires and by around 50% for internal movers, whilst maintaining high-quality standards.
• Created Skills Matrix & Training Tracker : Developed a comprehensive skills matrix and training tracker for staff within Operations, enabling more effective skills assessments, training progress tracking and resource allocation.
• Coached and Developed Trainers : Actively coached and developed trainers within the team to ensure the highest level of service delivery to staff. Achieved 16% improvement in knowledge check performance during my final year in the role, surpassing target goals.
• Developed Modularised Training Glide Path : Designed and implemented the first-ever modularised training glide path for both external hires and internal staff, leading to a more motivated, skilled, and efficient workforce.