Zach Thorp
Business Improvement Specialist
Leeds
Summary
Business Improvement Specialist transitioning into Data Analytics | MSc in Computer Science with Data Analytics (in progress) | Skilled in SQL, Python, Excel & Power BI
Overview
7
7
years of professional experience
2
2
Certificates
Work History
Business Improvement Specialist
Nhs Property Management
10.2024 - Current
- Automated rota scheduling using Python, Power Apps, Power Automate, and Power BI, embedding an interactive dashboard to visualise shift allocations by person and day
→ Saved 0.7 FTE in staff time and eliminated manual scheduling tasks - Redesigned the customer budgeting process, including creation of a Power BI report to support pre-meeting cost preparation, Copilot-driven automation, and structured engagement with delivery partners
→ Increased agreed budgets by 10% and reduced workload by 1.0 FTE - Overhauled the property disposal workflow, introducing system-based flags, a disposal tracking app, post-disposal audit steps, and a Power BI control report for stakeholder oversight
→ Improved accountability, eliminated duplication, and delivered £180k in annual savings
Business Improvement Specialist
Zellis
10.2023 - 10.2024
- SQL & Data Transformation: Queried large datasets using complex SQL (joins, window functions, automated table creation), writing 30+ queries across 200+ tables to deliver insights for the Transformation team.
- Product Analysis: Investigated user journeys on a flagship product, identified UX pain points, and delivered recommendations that helped turn two customer detractors into promoters.
- Reporting & Financial Analysis: Built costed business cases and developed recurring financial reports using advanced Excel (e.g., dynamic arrays, pivot tables), supporting benefits tracking and decision-making.
- Text Summarisation: Developed workflows to extract key phrases from large datasets, reducing manual review time by ~30 hours per month for the Transformation team.
- Applied Statistics: Designed a categorical machine learning model to auto-classify incoming query tickets, saving approximately 2 FTEs annually.
- Stakeholder Reporting & Collaboration: Gathered requirements and presented tailored reports to internal and external stakeholders, including senior leadership and customers.
- Project Leadership: Led several DMAIC improvement projects, implementing change management approaches and ensuring adoption across operational teams.
- Recognition: Named Newcomer of the Year at the annual company awards.
National Performance & Insight Lead
Openreach
01.2019 - 09.2023
- Process Automation: Created a SQL-based data transformation pipeline that restructured multi-table data into a system-ingestible format, enabling automatic case generation and saving 2 FTEs of manual workload
- Automated Work Delivery: Developed SQL-based email automation for task allocation, standardising work delivery processes and eliminating manual effort — resulting in a reduction of 0.5 FTE in routine allocation tasks.
- Data Management: Maintained and optimised 25+ SQL tables used by operational and transformation teams for live reporting and performance tracking.
- Customer & Risk Reporting: Designed and delivered detailed customer distress reports for the Fibre Desk Team (200+ FTE), contributing to a 14% reduction in escalations.
- Operational Reporting & Visualisation: Created 20+ reports and dashboards in Power BI and Excel to support decision-making across multiple operational functions.
- Quality Improvement: Built a structured quality framework to address performance issues, improving customer experience and raising internal quality scores from "work-to-do" to "brilliant" within four months.
- Service Coaching & Team Development: Worked closely with frontline teams to improve service delivery via coaching and training initiatives, leading to a 3% increase in first-time resolution and achieving industry-standard resolution targets for my region.
- Team Leadership: Managed a team of 2 Managers and 14 team members, providing strategic direction, performance oversight, and development support.
- Recognition: Achieved highest Employee Engagement scores company-wide for two consecutive years (2022 & 2023).
Education
Bachelor of Science - Business Marketing and Management
Nottingham Trent University
Nottingham, United Kingdom 04.2001 -
Master of Science - Data Analytics
University of York
York 04.2001 -
Skills
Microsoft Excel
MySQL
SQL
Tableau
Power BI
Prince2 Practioner
Six Sigma Black Belt
Stakeholder Management
Data Analysis
Python
Certification
Six Sigma Black Belt
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Work-life balanceCareer advancementCompany CulturePersonal development programsTeam Building / Company RetreatsWork from home optionPaid time offTimeline
Business Improvement Specialist
Nhs Property Management
10.2024 - Current
Business Improvement Specialist
Zellis
10.2023 - 10.2024
Prince2 Foundation & Practitioner
04-2023
Six Sigma Black Belt
01-2023
National Performance & Insight Lead
Openreach
01.2019 - 09.2023
Bachelor of Science - Business Marketing and Management
Nottingham Trent University
04.2001 -
Master of Science - Data Analytics
University of York
04.2001 -