Victoria Bovington

Responsible for the establishment, development and continuous improvement of the local Process Management, Automation and Artificial Intelligence capability across BMW Financial Services and Alphabet in the UK

Responsible for driving continuous customer process improvement activities (incl. process improvement tools & methods) across the organisation.

Aided in establishing quality assurance framework throughout organisation, including the development of a customer outcomes testing framework

Identified operational training needs and facilitated implementation of training programmes.

Responsible for identifying, prioritising and delivering process optimisation opportunities through automation, Artificial Intelligence, process mining and data-led insight to improve efficiency, quality, scalability and control

Managed local demand management processes, including market roadmap prioritisation and budget allocation.

Implemented change governance framework, including monitoring and reporting on change portfolio.

Delivered prioritised change initiatives, overseeing resource allocation and guidance.

Achieved strategic objectives through effective leadership of change activities and application landscape enhancements.
Delivered organisational improvements by implementing robust process management and quality management frameworks.
Cultivated an environment of continuous process improvement, resulting in heightened efficiency and productivity.

Assisted in establishing contract management domain and strategy.

Supported creation of clear vision and roadmap for contract management aligned with local market strategy.

Coordinated with central and local stakeholders to prioritise contract management backlog and allocate existing budget for maximum customer value.

Facilitated prioritisation and execution of change activities to align with market strategy.

Enabled contract management teams to implement prioritised changes.

Adhered to demand steering and implementation standards.

• Support the definition and design of SF1-UK project requirements to align with business objectives.
• Assist in the testing and implementation of projects to ensure desired outcomes.
• Manage the disciplinary aspects of the SF1-UK business analyst team.
• Guide change initiatives to meet SF1-UK business needs and adhere to regulatory standards.
• Ensure project deliverables are completed and handed over smoothly to business as usual.
• Collaborate with IT to define solutions for business landscape changes.
• Evaluate solutions to address SF1-UK strategic requirements.
• Identify and mitigate risks associated with complex system changes.
• Support recruitment and management of business analyst team members.
• Contribute to the development of the PMO as a hub for business analysis.

• Assisted in designing business processes affected by front-end system implementation.
• Supported validation of UK front-end solutions and surrounding business processes.
• Engaged with stakeholders to review business documentation and workshop outputs.

• Achieved compliance in customer communications for BMW Financial Services, acting as custodian of regulatory standards.
• Ensured operational customer communication consistency throughout the journey, enhancing regulatory compliance and financial content accuracy.
• Implemented a quality assurance programme that successfully monitored and mitigated risks in customer communications.
• Managed external providers for print and fulfilment, achieving effective service delivery.
• Conducted customer communication audits that resulted in significant enhancements to messaging quality.
• Elevated the customer insight programme, ensuring customer feedback directly influenced business strategies.
• Transformed qualitative and quantitative customer data into actionable insights for stakeholders, driving informed decisions.
• Increased awareness of customer perspectives across all business areas, catalysing positive organisational change.
• Successfully recruited and mentored a communications analyst and a customer insight analyst, strengthening team capabilities.