STUART CORK

Key Responsibilities

• Product backlog prioritisation in relation to value and benefit including feature enhancements, BAU, incidents and technical debt
• Articulate user stories and requirements to drive Agile and help understand the customer problem to solve.
• Manage problems and issues arising through deployment, build, and priority changes - ability to pivot where necessary

Key Achievements

• Delivery of multiple IP&I IFA initiatives, growing the exposure of financial products to customers
• Support and delivery of GCP migration, in line with digital strategy for LBG

Key Responsibilities

• Roadmap ownership of multiple online digital products.
• Practice Agile (and other) methodologies to iterate and deploy new customer and technical enhancements.
• Market research and competitor analysis
• Performance and benchmarking product and customer behavioural experience using PowerBI and Google Analytics
• Analyse customer feedback from interviews, surveys and multiple 3rd party sources

Key Achievements

• Transformed post submission journey for customers across channels, introducing status of publishing journey, support information, notifications, self serve and automation. Increased satisfaction scores as well as improving speed to publication
• Deployed automated sanction validation check, reducing technical check time, removed need to compliance team to run checks manually.
• Relationship management of vendor, delivering new integrations with T&F as well as end user experiences.

Key Responsibilities

• Product Owner of multiple telephony platforms
• Create new customer experience across telephony and other digital channels (including email, web messenger, mobile and WhatsApp)
• Analyse performance data to identify issues and opportunities
• Create and generate insights to drive new initiatives using data tools including Tableau & Qualtrics, SQL & Big Query
• Present recommendations back to stakeholders and sponsors
• Vendor management
• Create vision and roadmap to deliver value, and align with wider company's strategic direction.
• Collaborative working with internal stakeholders, developers, external vendors and other project workstream leads

Key Achievements

• Led implementation of telephony workstream on cloud based contact centre platform. Defined requirements, designed and built complex journeys and technical architecture. Workstream delivered on time and on budget.
• 12% increase in customer identification rates, 50% reduction in transfer rates resulting in better first time resolution. Improved efficacy rate through tailored user experience.

Key Responsibilities

• Own LV's Customer Telephony Experience across General Insurance.
• Use digital channels to drive customer satisfaction (web messenger, forums, surveys, mobile, social).
• Analyse data to produce insights & recommendations on customer behaviour and performance

Key Achievements

• Created innovative Visual IVR through LV web and mobile, reducing transfers (by 12%) Improved customer experience and talk time.
• Overhauled customer experience in queue, improved time to abandon by 40 seconds, and created core best practices.