Summary
Overview
Work history
Education
Skills
Timeline
Generic
Lyndsey Sharp

Lyndsey Sharp

Manchester

Summary

Accomplished professional with expertise in agile methodology and process mapping, demonstrating strong communication and leadership skills. Proficient in requirements elicitation, stakeholder management, and change management, with a proven track record in user acceptance testing and influence design. Adept at competitor analysis and product knowledge, with a commitment to mentoring and coaching teams towards success.

Overview

2026
2026
years of professional experience

Work history

Customer Journey Manager

Lloyds Banking Group
Halifax
04.2024 - Current
  • Shadowed end users across diverse scenarios to identify gaps in their journey, ensuring robust coverage and improved customer experience.
  • Mapped customer journeys and facilitated discussions to uncover pain points, driving actionable improvements to enhance user satisfaction.
  • Influenced user experience designer by sharing end-user insights, iterating designs to deliver exceptional customer experience.
  • Collaborated with stakeholders to mediate conflicting views and achieve consensus on optimal way forward for projects.
  • Facilitated three amigo session to refine user stories, define acceptance criteria with offshore teams and ensure development readiness.
  • Produced Confluence page of prioritised ideas for journey improvement, enabling lab-wide rollout led by Customer Journey Lead.
  • Added Tealium tagging strings to acceptance criteria, enhancing Adobe data insights on product journeys for strategic decision-making.
  • Ran estimating workshops to walk-through designs and create placeholder tickets, enabling early prediction of scope of change and delivery timelines.

Lead Business Analyst

Lloyds Banking Group
Halifax
04.2023 - 04.2024
  • Created digital broker tools, including mortgage affordability calculator, generating over one million visits in 2024 and earning positive feedback.
  • Collaborated with Product Owner to prioritise backlogs and ensure Business Analyst activities were planned two sprints ahead to meet deadlines.
  • Built strong relationships with Credit Risk, translating complex calculations into developer-friendly tickets for accurate microservice builds.
  • Provided expertise on broker tools as subject matter expert, delivering impactful demonstrations to upskill peers.
  • Spotted sprint review issue, investigated root cause and presented Product Owner's approved solution, documenting logic for seamless development.
  • Opened competitors account for user journey research, demonstrated opportunities to improve mortgage customer portal, securing funding for self-service tools.
  • Planned and validated product implementation, reducing live-environment errors enhancing operational reliability.
  • Mentored new Business Analysts, providing peer support to teach high quality expected and ensure smooth team integration.

Business Analyst

Lloyds Banking Group
Halifax
02.2011 - 04.2023
  • Elicitation of requirements for scope documentation and requirements catalogues, securing stakeholder approval to proceed.
  • Spearheaded test-and-learn initiatives to engage interest-only mortgage customers, identifying high-performance approaches for business wide adoption.
  • Collaborate with digital team to deliver customer input form, reducing calls and outbound chase letters by 50% and streamlining processes.
  • Owned letter and statement work-stream, creating visuals used by senior management to drive alignment and winning team of year award.
  • Completed traceability checks on developer and test documentation, identifying and addressing gaps to ensure scope alignment and minimise errors.
  • Defined triage process and managed over 50 change requests, leading weekly discussions and assemble impact assessments to ensure timely resolution.
  • Updated key user interface documentation in central repository, enabling efficient reference and usage by colleagues.

Previous role as administrative assistant

HBOS
Manchester
  • Consistent, timely, and proactive approach to administrative tasks.
  • Participated in staff meetings to discuss latest developments.
  • Able to follow processes and look for ways to make improvements.
  • Handled incoming calls from customers in financial difficulty, coaching them on payment arrangements.
  • Achieved customer satisfaction by promptly addressing customer complaints.
  • Examined and packaged applications to the high standard expected for underwriters approval.
  • Awarded away day in celebration of my consistent delivery.

Education

International Diploma in Business Analysis

BCS The Chartered Institute For IT
Swindon

Skills

  • Agile methodology
  • Process mapping
  • Strong communication skills
  • Requirements elicitation
  • Influence design
  • Leadership skills
  • Stakeholder management
  • User acceptance testing
  • Change management
  • Product knowledge
  • Competitor analysis
  • Mentor and coach

Timeline

Customer Journey Manager

Lloyds Banking Group
04.2024 - Current

Lead Business Analyst

Lloyds Banking Group
04.2023 - 04.2024

Business Analyst

Lloyds Banking Group
02.2011 - 04.2023

Previous role as administrative assistant

HBOS

International Diploma in Business Analysis

BCS The Chartered Institute For IT

Similar Profiles

Create profile
Lyndsey Sharp