Sonum Razaq
Birmingham
Summary
With a dynamic 12-year career in the telecoms sector, including 8 years specialising in Change Management, I have a proven track record of leading and delivering complex projects, driving colleagues, customer, and business benefit. My expertise lies in cultivating strong, collaborative relationships with teams and stakeholders, and influencing others to achieve desired business outcomes. I excel in simplifying complex messages for diverse audiences through my communication skills and my passion for storytelling.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
Work History
Business Change Specialist
BT Group
02.2023 - 12.2024
- Developing and implementing project and change plans for transformational changes across my unit (~1500 colleagues) and Pan-BT (~20,000 colleagues)
- Implementing Business Change strategy across multiple programmes and project teams delivering functional and technical change to the Consumer Digital tribes and squads
- Driving Agile ways of working across my unit of ~1500 colleagues
- Working with the HRBP community to launch the Onboarding and Family Leave programme for People Managers, which has resulted in a 32% NPS improvement
- Owning, delivering and driving a Jira/Confluence Adoption roadmap, working in partnership with key stakeholders resulting in an increase in data quality, with Golden Field usage up from 34% to 87% allowing us to be more predictable in our delivery
- Recognising a gap in reporting of programmes resulting in collaborating with the Data and Process team to enable baselining, clear success criteria and defining key KPIs to show organisational impact of projects which didn't exist previously
- Launched a new ‘Tooling Talks' series for colleagues to hear from experts in the field, share best practice and demo new tech/functionality of systems with a consistent 4.7 star rating
- Designing and creating learner pathways to support training and development of systems knowledge across BT (~5,000 colleagues) resulting in 67% pathway completions and 4.8 star rating
- Supporting the culture and engagement plan for Consumer Digital including local volunteering drive, social impact initiatives and community outreach, resulting in over 100 hours of volunteering logged, £3,000 raised for St Basil's Charity and £2,000 for RMHC
- Utilising Change Management models, such as PROSCI ADKAR, the PDCA Cycle, Kotter's 8 steps for Leading Change and the Kubler-Ross Change Curve to define change interventions and ensure changes are embedded successfully
Change Project Professional
Openreach
02.2021 - 01.2023
- Accountable for the delivery and achievement of benefits realisation of change programmes, identifying and managing risks/issues and ensuring the right business outcomes
- Supporting the BT Group change team in the roll out of the new ‘My HR' system housed on SuccessFactors across the HRBP community and Operational teams impacted
- Change Lead across Project Rubix (2 year Transformation roadmap impacting ~3,000 colleagues across multiple teams) resulting in the successful delivery of Integrated Patches saving £4.2million across Fibre & Network Delivery
- Facilitate UAT testing with SMEs across operational teams as well as tracking and reporting on user behaviours on new systems implemented through change programmes
- Represent my unit in the Data Change Forum in conducting a Change Impact Assessment for our transition to Google Cloud Platforms
- Conducting Change Impact Assessments and change history assessments to assess programme readiness
- Change Business partner to Senior Area Managers and their teams on upcoming operational, people and process changes
Customer Service Project Professional
Openreach (Business Improvement Graduate Scheme)
06.2020 - 02.2021
- Leading the project management of strategic process improvements and change initiatives within the customer service discipline
- Owning and delivering process improvement of Engineer Orders, working with customers to drive improvements, remove pain points, adapting ways of working, systems and knowledge management updates to ensure benefit realisation
- Leading on delivering Customer Service updates at the CFPCG and Service Management Forums with Communication Providers
- Delivered a major transformational programme (Project Octagon) aimed towards improving customer journeys and removing waste from existing processes
- Taking an active role in supporting our goal of 50% reduction in environmental waste by updating travel booking systems to show carbon footprint when organising team meetings based on colleague location and form of travel, resulting in colleagues actively choosing meeting locations in a more thoughtful and impactful way
Engineering Optimisation – Regional Optimisation team
Openreach (Business Improvement Graduate Scheme)
09.2019 - 05.2020
- Owned and managed end to end recruitment of senior managers leading to successful Organisational Design changes
- Safety Compliance role – tracking near miss reporting and safety checks for the Central region (~2,000 colleagues) and ensuring crucial safety checks are completed to the correct standard
- Gatekeeper for change programmes within the Central region specifically impacting Desk and Engineering teams
- Designing, recruiting, and managing a Change and Culture Champion community to drive the Central regions Culture plan driven by the annual employee survey
Education
BA (Hons) - Business Management
BIRMINGHAM CITY UNIVERSITY
Birmingham 09.2008 - 05.2011
Skills
- Change Management (including Organisational Change)
- Process Improvement
- Project Management (including Risk Management)
- Experienced Jira and Confluence User
- Exceptional Communication Skills
- Stakeholder Management
- Equality, Diversity & Inclusion (ED&I) Ally
- Experience in Agile ways of working
- Data Analysis
Accomplishments
- BQF Award Shortlist for Excellence in Equality, Diversity and Inclusion 2024
- Shortlisted for the TechWomen100 Award 2024
- McKinsey Management Accelerator programme completed 2024
- Gender Equality Network Committee Member 2023 – present
- BQF Award winner for Excellence in Collaboration 2021
Timeline
Business Change Specialist
BT Group
02.2023 - 12.2024
Change Project Professional
Openreach
02.2021 - 01.2023
Customer Service Project Professional
Openreach (Business Improvement Graduate Scheme)
06.2020 - 02.2021
Engineering Optimisation – Regional Optimisation team
Openreach (Business Improvement Graduate Scheme)
09.2019 - 05.2020
BA (Hons) - Business Management
BIRMINGHAM CITY UNIVERSITY
09.2008 - 05.2011
Similar Profiles
Ewan LilleyEwan Lilley
Customer service advisor at BT GroupCustomer service advisor at BT Group
Charlotte JonesCharlotte Jones
Regulatory and Business Change Manger at BT GroupRegulatory and Business Change Manger at BT Group
Utkarsh SinghUtkarsh Singh
Platform Security Professional at BT GroupPlatform Security Professional at BT Group
Tarique AnwarTarique Anwar
Associate (Account Receivable) at BT GroupAssociate (Account Receivable) at BT Group
AYOBAMI ABASSAYOBAMI ABASS
Technology Risks Analyst at NHSTechnology Risks Analyst at NHS