Zyler Luff
Bromley, London
Summary
Accomplished Business Change and Process Optimisation Partner with extensive experience in driving organisational change and cross-functional optimisation at Russell & Bromley. Demonstrates expertise in change management, process mapping, and stakeholder engagement, effectively translating business needs into structured proposals and seamless delivery. Proven track record as a Change Analyst and IT Trainer, adept at shaping technology solutions, delivering user-focused training, and managing Dynamics 365 integrations. Strong communication skills complemented by proficiency in Microsoft Office Suite, Visio expertise, and customer experience management.
Overview
14
14
years of professional experience
Work History
Business Change and Process Optimisation Partner
Russell & Bromley
10.2025 - Current
- Played a pivotal role in driving organisational change, continuous improvement, and cross-functional optimisation initiatives.
- Partnered with leadership and multidisciplinary teams to identify improvement opportunities, shape change proposals, and support seamless delivery with minimal operational disruption.
- Led the identification, assessment and categorisation of business improvement ideas across multiple functions, ensuring clear actions, ownership and prioritisation.
- Translated stakeholder concepts into structured, high-quality proposals and supporting documentation to inform strategic decision-making.
- Conducted in-depth process analysis to uncover pain points, inefficiencies and gaps.
- Acted as a trusted liaison between business teams and delivery functions, ensuring alignment of objectives, clarity of scope, and effective communication throughout change initiatives.
- Built strong relationships across the organisation, becoming a recognised point of contact for new initiatives and change activity.
Change Analyst and IT Trainer
Russell & Bromley
11.2022 - 10.2025
- Drove end-to-end solution design by translating business needs into actionable processes.
- Delivered comprehensive training sessions to facilitate technology adoption.
- Developed and distributed instructional materials that improved content mastery and retention.
- Reviewed and updated training documentation to ensure accuracy and compliance with regulations.
- Provided individualized coaching sessions, customizing learning approaches for diverse needs.
- Encouraged participant feedback post-training, utilizing insights to enhance future sessions.
- Constructed and tested technology solutions tailored to meet organizational requirements.
- Developed robust documentation to boost user engagement and understanding.
Customer Services Assistant (Head Office)
Russell & Bromley Ltd
01.2019 - 01.2022
Customer Service Assistant
Debenhams
01.2019 - 12.2019
Customer Service Assistant
Sainsburys
01.2015 - 12.2019
Crew Member
Mc Donald's
01.2012 - 12.2015
Education
Secondary and Sixth Form - Chislehurst
Bullers Wood School for girls
Chislehurst01.2013
Skills
- Change management and PROSCI methodology
- Process mapping
- Communication skills
- Onboarding and training
- Training material design
- End-user training
- Problem solving
- Customer experience management
- Microsoft Dynamics 365 and Office Suite
- Photo and video editing software
- Visio expertise
- Stakeholder engagement
Project Portfolio
Warehouse relocation project
- Worked with Technology team and engaged business stakeholders to identify change impacts and to ensure that proposed process redesigns were suitable for end users
- Worked closely with Solution architects to fully understand proposed solution and that the solution met physical as well as technical requirements
- Worked with cross-functional teams to ensure that all stakeholders were effectively engaged, provided training in “Microsoft D365 Warehousing” and hyper care support
- Collaborated with Business Analysts to understand As Is & To Be processes and supported the creation of Process Maps in Visio for all Warehouse processes
Omnichannel Integration
- Responsible for providing communications with business stakeholders about the broader vision and benefits of integrating Dynamics 365
- Engaged stakeholders in discussions about how the integration would improve operational efficiencies
- Collaborated with Business Analysts to understand As Is & To Be processes and independently created and verified Process Maps for the system integrations of the solution in Visio
- Created training material and provided training through hands-on sessions and offering one-on-one support during the implementation phase
- Created post-implementation plan to work department leaders to ensure that the integration was effectively maintained post-implementation
- Supported D365 consultants & Tech test team during unit testing to ensure business processes were being understood and considered during testing
Telephony project
- Led the implementation of a new Telephony system, driving the transition to a digitally- enabled hybrid working model.
- Worked with third party (Bright Cloud) to become SME of new solution
- Created training document and provided training for customer experience and support teams
- Supported technology assessment for new hardware
- Informed SLAs for customer service
- Configured solution (e.g. built customer call flows, created call recordings for messaging)
Hobbies and Interests
- Technology Developments
- Retail and Warehousing
- Knitting
- Reading
- Video Gaming
Timeline
Business Change and Process Optimisation Partner
Russell & Bromley
10.2025 - Current
Change Analyst and IT Trainer
Russell & Bromley
11.2022 - 10.2025
Customer Services Assistant (Head Office)
Russell & Bromley Ltd
01.2019 - 01.2022
Customer Service Assistant
Debenhams
01.2019 - 12.2019
Customer Service Assistant
Sainsburys
01.2015 - 12.2019
Crew Member
Mc Donald's
01.2012 - 12.2015
Secondary and Sixth Form - Chislehurst
Bullers Wood School for girls