Wayne Walker

• Leading the O2 eService, “Self Service” Online Help, Information Management and Operational requirement workstreams.
• To own the development of Online Help & Business Reporting Self Service usage.
• Working with Key Internal Stakeholders, including Marketing and Customer Service, to define the strategic eService Business online Help, Operational and Business Reporting requirements.
• Gathering and defining internal customer requirements to a detailed level.
• To work in partnership with Marketing Customer Experience managers, Information Architects, designers, developers and external agencies throughout design and build to ensure original requirements are met.
• Working with Focus Groups and Usability Testing Groups, ensuring feedback incorporated into Self Service requirements.
• Ensuring O2 develops reporting capabilities that enable it to benchmark itself as a cross industry leading provider of self service capabilities.
• To ensure alignment of eService reporting capabilities with O2 wide KPI, CSI and operational reporting metrics, including business and operational dashboard and scorecards.
• Work with the eService Business Requirements team to ensure consistency of Online Help, Operational and Business Reporting requirements for each programme work stream.

Sector: Telecom Operators

• Reporting to the Business Performance Director. Responsible for coordination across EMEA Service Business Management & Country Business units for the standardisation of the strategic business planning & review functions, ensuring alignment of all strategic initiatives ($4 billion Revenue).
• Owner of strategic planning schedule, carrying out periodic reviews of plans, identifying risks, issues, assumptions, dependencies, financial and delivery performance of key the strategic imperatives identified as part of the overall three year strategic corporate business plans.
• Best Practice sharing across EMEA
• Liaise with the Inbound / outbound Marketing groups ensuring alignment and RoI with BP
• Provide tools, scorecards and methodologies enabling programme tracking, RoI and reporting. (using sharepoint, MSproject, Excel. Access) for PMO.
• Provide external market intelligence to support the EMEA Business planning and review process.
• Provide Management Information tools (Excel and Access) and methodologies for the EMEA business re-engineering programme (BPR) to identifying efficiency savings. ($17M annually)
• Task Management of EMEA sixsigma black/green belts and EMEA Business managers for BPR.

Sector: Computer Equipment & Peripherals

• Responsible for liaising with the UK&I business groups for Management Information requirements.
• EMEA coordination and focal point for all aspects of UK&I management Information.
• Responsible for the provision of advice, assistance, and leadership in any area associated with effective use of management information. (UK&I CS Business Unit £700M)
• Business Analysts management, ensuring MI capability exists during migration of legacy systems.
• Responsible for UK&I UAT testing new Customer and Contract Reporting systems.
• Devising and implementing stepped improvements of the existing reporting environment.
• Senior Lead Business Analyst for the capturing of the knowledge, processes and business rules required to produce expert data analysis in the production of information. (ETL Extract Transform Load) (Sharepoint champion for CS)

Sector: Computer Equipment & Peripherals

• Spear heading the introduction of the UK&I Multi-vendor Customer Services Operational team with responsibility for the improvement to the end to end process, root cause analysis and the handling of all major service escalations/Incidents.
• Implementation of Client Server SQL/Access/Excel pivot tables and Web based Management for operational review and analysis
• Lead Business Analyst for Information and Review System across UK&I, for the use of operational quantitative techniques and statistics to identify necessary business process change and improvement.
• Focal point for Customer Services Division information for decision making. (>1000 Engineers)

Sector: Computer Equipment & Peripherals

• Responsibility for all aspects of Customer Reporting and Management Information inside Customer Services (CS) , monitoring SLA performance and customer profitability.
• Introduction of statistical process control (SPC) methodology and root cause analysis within CS
• Design and implementation of a data-entry training program (LARS) call centre & field engineers.
• Business/IT interface for the design and business rules producing summary tables from relational Db
• New Technologies / Business and user support.
• Consultancy to outsourced call centre for performance metric performance review

Sector: Computer Equipment & Peripherals

• Heading UK&I project team for implementation and attainment of ISO 9001 (BS5750 Part I) including the highly successful development of a trainee Project Manager.
• Developed Key Performance Indicators (KPI) & Call Quality Metrics (CQM)
• Consultancy to a Major supplier of Telecommunications to establish a process consistent with a Total Quality Management environment.
• Implemented Reporting and Management control process Active Management System (AMS)
• Coordination of customer satisfaction metrics (using 2020 Spreadsheet, migration to Excel)
• Managed a Tele-Sales team responsible for warranty, contract renewal & upselling (£35M)

Sector: Computer Equipment & Peripherals

• Supplying and, where appropriate, presenting statistical trends, graphical trends and Business Analysis information to senior level management.
• Monitoring the operational, expense and revenue performance. £7M OPEX Budget to within 0.5%
• Information Management, including the design of databases, salary planning, customer survey,

Sector: Computer Equipment & Peripherals

• Senior Account Engineer for 120 Customer Accounts across South UK.
• Awarded “Top Engineer” for Customer Satisfaction 2 years running.

Sector: Computer Equipment & Peripherals

• Senior Process Control and Electronic Instrumentation Field Service Engineer working across UK&I & Europe.

Sector: Electrical and electronic industries

• Four year apprenticeship as an Electronic and Electrical Engineer, leading to HNC+

Sector: Aeronautic - Navy - Space - Armament