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
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 TimeWork Location
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 -
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