Ian Finn FCIM CMkr MIoD

Role Focus: Leading Tesco's Identity platform, a mission-critical domain serving 20M+ customer accounts across five markets — Defining strategy and product vision across web, app, loyalty, and in-store experiences, with responsibility for seven engineering teams and a multi-million pound annual budget secured at C-suite board level for four consecutive years — Rebuilt the direct team from two to six high performers.

Next Level Marketing existed to help its customers do just that: move to the next level in the area of digital customer experience. Our mission is to help B2C service organisations (who deliver a largely ‘intangible’ product) stand out through the quality and ease of use of the digital customer experience they provide. To optimise these digital touch points in an era when customers are much more demanding and less forgiving of brands than they once were.

Role Focus: Focussing on bringing the next generation of customer-facing services and digital engagement to Workplace Investing -Developing digital experience strategies and digital propositions in line with business vision and user needs -Leveraging Digital Transformation, Digital Product, Service Design and user centred design techniques to evolve the digital and omnichannel proposition

Developing leading-edge digital products to help the UK grow international and export opportunities.

Designing, developing and delivering new digital services/ transformation initiatives to digitise, simplify and automate Government (Government Digital Services/ GDS). Working closely with policy shapers & process owners to define, and implement, the new government digital agenda. Security Cleared for government projects.

Digital Product Development/ Digital Product Management across all facets of digital self-service/ eCare

Leading on BTL and digital marketing innovation: Evolving digital implementation:

Senior interim role developing leading-edge digital propositions to bring digital transformation to the UK Retail Bank (including digital experience innovation, transactional journeys and online self-serve). Developing web apps and digital customer journeys in line with requirements within fast-paced, highly-regulated environment with a diverse range of stakeholders. B2C

Interim management role in which I was tasked with shaping and developing the Quarterly/ Annual strategic plans for Vodafone UK Post Pay division (integrated planning approach spanning marketing strategy, technology integration and integration of pivotal new propositions, such as 4G). And also taking strategic approach to the next level. I worked collaboratively with senior stakeholders to Consumer Leadership Team level within fast-paced environment. Within £2.5 billion turnover business, B2C.

Senior-level interim role to provide leadership/ informed decisions (Product Owner role) for a major programme to transform the way Sky sells and manages their products. Deliverables included: retail and online channel customer journey transformation, integrating a common product catalogue (so speeding up campaign deployment), creating a dramatically more resilient front/ back end to system architecture and a consistent sales experience for customers with dramatic process simplification.

Interim management role focussing on strategy and initiatives to reduce early life (<4 months) churn within Sky’s pay TV base. Working cross-functionally to drive forward the customer retention agenda across a diverse range of initiatives: customer loyalty, billing & process optimisation, channel optimisation, customer acquisition quality and fraud prevention.

Interim role focussed on developing the proposition-based response to Ofgem’s Retail Market Review (RMR) within the energy market. Reviewing and re-assessing framework for energy offerings (energy tariff range) in light of regulatory changes as well as how to best address segmented customer needs.

Product innovation and new proposition development/ introduction across both Mobile and Fixed P&Ls (from insight to execution). Leveraging consumer insight and marketing research. Customer Centred Design: to address key customer needs O2 Home & Broadband: •Developed innovative new Home Broadband packages from concept through to final execution within £180m P&L. Enabled doubling of monthly package volumes, dramatically improved overall profitability and nearly trebled home phone attachment sales

Interim Director role leading marketing direction, strategy and overseeing campaign implementation during a period of major market and organisational change. •Successfully managed people and process across disparate markets within EMEA: co-ordinating a geographically dispersed team and managing EMEA marketing budget. Daily co-ordination with in-country teams as well as with Global and Sales functions

Devising and implementing leading-edge, integrated marketing programmes and campaigns to achieve high rates of sell-through of mobile device propositions. Wide-ranging focus across product customisation projects, brand campaigns, product launch/ sustain campaigns, PR. Managing a £4m marketing budget and £100k PR budget and virtual teams within a £1bn turnover business

Modules included: The digital marketing landscape | Understanding the digital customer | Data and database applications | Planning and integrating digital marketing campaigns | Principles of website design: customer experience and usability | Planning and managing website development | SEO

Agile Project Management: Foundation & Practitioner Licence Number: AG/003138

Foundation & Practitioner License P2R/9078392012

English Literature, Business Studies