Seán Clerkin

Digital Channel Transformation - BA & PMO

• Supported the delivery of a Member Engagement Platform by leading UAT planning and coordination, defining test strategy and readiness criteria, facilitating stakeholder workshops, producing SteerCo reporting packs, and executing UAT cycles that reduced critical defects and ensured readiness for phased deployment.

Internal Audit - PMO

• Recently contributed to the internal audit reporting function within a strategic program for an Irish pillar bank. The role involved active stakeholder engagement across multiple business units, coordination of key program documentation, and the collation of audit-relevant artifacts to support assurance activities.

Group Change Function Review - BA

• Supported in a strategic initiative, evaluating and enhancing the effectiveness of change delivery across the organisation. "As-is" assessment of seven key change functions within the organisation's structure." Key roles include: mapping current processes, responsibilities, and deliverables across change functions. Identifying governance structures and operational flows. Highlighting areas of strength and opportunities for improvement.

IT Transformation - BA & PMO

• Supported the design and delivery of a large-scale IT transformation initiative for an Irish pillar bank, focused on launching a digital youth proposition for the U18 customer segment. Operated in a dual capacity as a Business Analyst and PMO, driving both analysis and governance activities, including cross-functional collaboration, managing project governance routines, producing executive-level reporting packs, and monitoring the delivery against the project plan.

IT Transformation Programme - Business Delivery Support

• Supported a major IT transformation programme by providing business delivery support across multiple key functions, including Servicing & Collections, End of Term, Tax, Localisation, and Sales & Fulfillment. Partnered with functional leads and IT Product Delivery Manager to document as-is processes, identify gaps, and capture improvement opportunities. Assessed reporting requirements and collaborated with technology teams to ensure alignment with business needs. Facilitated cross-functional engagement to drive clarity on process dependencies and enable informed decision-making. Delivered actionable insights to optimise operational processes and reporting, supporting successful delivery of transformation objectives across critical business functions.

Customer Journey Prioritisation - BA/ Journey Mapping

• Supported the delivery of a strategic transformation programme aimed at enhancing digital retail banking experiences through the bank’s digital channels. Designed and facilitated stakeholder workshops to identify initiatives addressing critical customer painpoints across priority journeys. Developed customer experience horizons to drive improvements in Net Promoter Score (NPS) and overall satisfaction. Partnered with technology teams to size and assess feasibility of initiatives, ensuring alignment with delivery capacity and strategic objectives. Progressed a customer journey maturity matrix to inform investment planning and prioritisation decisions.

VoC Maturity Assessment - BA

• Conducted a comprehensive review of the bank’s Customer Experience (CX) data model to evaluate current-state customer insights capability. Delivered an as-is assessment across critical dimensions: data coverage, availability, analytical capability, and insight generation. Identified gaps and improvement opportunities to strengthen customer insight maturity and support future CX initiatives. Collaborated with business and technology stakeholders to align findings with strategic objectives and investment priorities. Provided actionable recommendations to enhance data-driven decision-making and improve the bank’s ability to generate meaningful customer insights.