James Kumara-Lloyd

Established key processes for testing and quality assurance for IT infrastructure project across Finance, Insight, call centre and operational teams. Reduced testing costs by identifying business critical areas for more focussed testing while ensuring all key processes were tested. Established a set of interlinked Confluence and Jira web pages to document the business scenarios and requirements which made it easier for users to find information.

Part of a team working on a project discovery to create a master data system and data migration from multiple CRMs to a centralised Salesforce CRM. • Led workshops with 20 business areas to define relevant business processes and user stories. • Analysed stakeholder requirements, resulting in clarity of pricing and billing master data and systems architecture. • Creating the data transformation mapping rules, including picklist mapping. • Data quality rules for migrating data objects into Salesforce.

As part of £3 billion network rollout, acted as one of two senior analysts working to improve the speed at which network data from backend systems reached sales/marketing teams, allowing them to target prospective customers quickly and efficiently.

Working to unite 20 diverse organisations under one CRM system, I led requirements gathering and project definition to reconcile diverse business needs and independent processes.

Spearheaded project to replace legacy Siebel CRM system with SAP CRM.

Developed and executed “Fit for Growth” CRM upgrade programme, overseeing all aspects of project from pre-planning to user training and review.