Sukhjinder Deshi

• Working within an Agile delivery stream to enhance and continuously improve the core eCommerce website
• Actively participating in daily stand-ups, sprint ceremonies, and backlog refinement sessions
• Leading refinement sessions to ensure user stories are clearly defined, prioritised, and development-ready
• Delivered key website improvements including updates to “Quickest” and “Soonest” fulfilment messaging to improve customer experience
• Implemented a Stock Finder call-to-action (CTA), increasing visibility of product availability for customers
• Improved customer journey across basket, checkout, and order confirmation by grouping and refining outstanding messaging

Discovery & Transformation:

• Led discovery activities for the replatforming of the core garage management system
• Process mapped key customer journeys, identifying pain points and engaging with key stakeholders to define future requirements

Salesforce Transformation Project:

• Supported migration from Salesforce Classic to Lightning, developing a strong understanding of CRM usage across the business and contact centre operations
• Authored and refined user stories, ensuring stakeholder requirements were clearly captured and aligned to business objectives
• Collaborated closely with stakeholders to achieve rapid sign-off of user stories within tight timeframes
• Effectively challenged and managed out-of-scope requirements to maintain delivery focus
• Supported data migration activities and gained insight into business reporting processes
• Led the creation of UAT test scripts and supported wider UAT preparation, leveraging AI tools to improve efficiency and coverage

• Transformed complex business requirements into clear, actionable user stories
• Facilitated workshops to gather and refine stakeholder needs
• Able to confidently understand and prioritise detailed requirements, documenting via workflows including detailed warehousing / packaging and product user flows
• Conducted gap analysis between current and desired business processes
• Utilised Agile methodologies to adapt to changing project needs
• Participated in daily Agile stand-ups, supporting development teams in delivering requirements
• Identified and helped remove blockers to maintain project momentum
• Key liaison between stakeholders and development teams to clarify requirements and resolve issues
• Working closely with senior Product Owner (PO) and PO management team to deliver updates. Including confidently supporting and splitting PO responsibilities where required to meet deadlines
• Supported detailed prioritisation of requirements, aligning with business objectives
• Made critical priority decisions on behalf of Product Owner and deputised in their absence
• Analysed user testing results to identify areas for improvement and inform future development
• Provided coaching and mentorship to newly recruited Business Analysts, supporting their professional growth and career development
• Creating deliveries plans capturing key project milestones, business requirements and dependencies internally and externally
• Proficient in multiple digital platforms including EPM, Asana, Azure DevOps, and mainframe systems
• Accomplished in collaborating closely with QA across multiple projects to ensure product/service quality meets established standards.

• Utilising knowledge of Microsoft SQL in order to retrieve data before checking for its correct reporting
• Providing regular progress / status reports to senior stakeholders to ensure business expectations are met regarding test and analysis of test results
• Recognised as front end support for technical queries from customers, the call centre and various other areas of the business
• Maintaining own knowledge of MQs messages in order to assist with UAT testing and resolve with live issues raised
• Mentoring and coaching new and existing team members to help them develop their skills and provide guidance based on my experienced position as a Lead
• Translating business stakeholder requirements and supporting QA testing cycle
• Understanding Specifications in order to prepare and organise detailed test plans to test new and existing applications changes and to ensure all work is being achieved with exceptional levels within the agreed time scales
• Demonstrating excellent verbal and written communication skills to support common understanding and actively lead scrum / meetings / conference calls to ensure that quality control processes were adhered to

• Ensuring compliance of guidelines and design when performing tests (both post live and live)
• Working with numerous systems ensuring content including mailers and launches are functioning as expected
• Successfully managing remote working teams to ensure agreed targets and SLAs were achieved
• Identifying training gaps and delivering the required training to teams to support business objectives

• Maintaining and updating content management systems when mapping and performing QA on map web page copy
• Demonstrating strong working knowledge of Photoshop when editing and cropping website images
• Working with BRP, Matrix, Cumulus, and numerous other content management systems
• Providing assistance and support to the Content team as a when called upon
• Creating and using project plans to identify work carried out as well as to schedule future tasks.

• Handling and resolving a large number of customer queries on a daily basis to set satisfaction KPI's
• Displaying a full knowledge of Next product range and processes in order to correctly advise customers and resolve customer complaints
• Training junior staff members on Next policies, product range, customer services and IT systems
• Remaining calm, composed and resilient in highly pressurised customer communications
• Creating and maintaining in depth reports, collating information from various sources.