Driving Digital Transformation in London’s Local Government
As a dedicated Business Analyst & Project Manager, I’ve had the privilege of contributing to the digital transformation of several London boroughs and Local authorities. My work focuses on leveraging technology, data, and process improvements to deliver significant service enhancements and financial savings. I specialise in bridging the gap between technical and non-technical teams, ensuring that innovative solutions are not just designed, but successfully adopted throughout organisations.
My career has been defined by leading initiatives that embrace emerging technologies, Improving customer journeys and spearheading the adoption of AI and automation. I’m adept at building a strong business case for change, quantifying benefits, and guiding diverse stakeholders through the complexities of digital transformation and process improvement.
London Borough of Croydon
Business Analyst
Contributing to a high-profile, four-year digital transformation initiative aimed at unifying front-door services and modernising the Council’s operational landscape. This role focuses on streamlining service delivery, fostering a data-driven culture, and ensuring strategic alignment across the contact centre and multiple service departments to achieve significant long-term financial sustainability. Appointed as a subject matter expert on resident engagement and cultural change, I act as the primary link between residents, service leads, and technical teams to ensure digital solutions are co-designed with users and successfully adopted by the workforce.
Key Responsibilities
- Evidence-Based Decision Making: Providing the strategic rationale for service redesign by blending hard data with direct resident feedback, ensuring a holistic approach to transformation.
- Strategic Alignment & Rationalisation: Providing the evidence-based rationale for service redesign, ensuring all technical implementations align with the Council’s four-year strategic roadmap.
- Resident-Centric Journey Mapping: Working directly with residents to gather qualitative insights, mapping end-to-end customer journeys to identify pain points and improve the accessibility of council services.
- Strategic Stakeholder Management: Navigating a complex political landscape to manage “difficult” or resistant stakeholders, building consensus and aligning disparate departmental goals with the transformation roadmap.
- Cultural Change & New Ways of Working: Leading the “people” element of transformation by introducing modern workflows and agile mindsets, ensuring teams are equipped to transition from legacy processes to digital-first models.
- Operational Process Unification: Leading the “Front-Door” service integration, removing departmental silos to create a seamless, unified experience for residents.
London Borough of Tower Hamlets
Digital Adoption & Enablement Business Analyst
At Tower Hamlets, my role is to lead initiatives that enhance the adoption of AI and automation across the organisation. I work directly with the Head of IT Transformation Delivery to shape the borough’s digital journey. My key focus areas include:
- Identifying where AI and automation can deliver real value and generate efficiencies.
- Pinpointing high-impact users and delivering specialised training. This includes a dedicated focus on accessibility users to enable a profound, transformative overhaul of their daily work processes.
- Mapping and redesigning business processes to successfully integrate new technologies.
- Quantifying benefits and articulating the commercial case for AI and automation to ensure confident and widespread adoption.
London Borough of Bexley
Business Analyst/Project manager
At Bexley, I led with expertise in driving service improvements and securing significant financial savings. I was instrumental in designing and implementing optimal service delivery models, contributing to over £12 million in savings across council services. My work included:
- Leading data analytics to pinpoint cost-saving opportunities and delivery of “Service Packs”.
- Managing complex stakeholder relationships and facilitating high-level workshops to foster buy-in for new digital solutions.
- Spearheading the implementation of a new AI-powered BPMN process mapping tool to identify and solve process bottlenecks.
- Mentoring trainee business analysts and establishing a new, council-wide workshop structure to standardise best practices.
Royal Borough of Kensington & Chelsea
Business Analyst/Business Architect
At Kensington & Chelsea, I focused on improving process efficiency and resident satisfaction. My work centred on in-depth business analysis to identify opportunities for improvement, leading to the successful implementation of rapid process changes. Key achievements included:
- Conducting comprehensive process mapping and leveraging AI tools like Copilot and chatbots to enhance research and reporting.
- Producing a recommendation report that outlined quick-win, medium-term, and long-term solutions, which led to a contract extension.
- Leading a project team to implement quick-win solutions for the Housing department, Licensing, Noise & Nuisance and Construction Management generating over £5,000 per week in missed income.
Surrey County Council
Business Analyst
At Surrey, I contributed to a major Agile transformation program aimed at reducing travel overspending and enhancing resident services. I was responsible for defining both financial and non-financial benefits of the program. I successfully facilitated high-level workshops using Miro to map complex systems, identify inefficiencies, and drive data-driven decision-making. I also played a pivotal role in establishing cross-functional data collaboration across the business.
East Sussex County Council
Technical Business Analyst
My time at East Sussex provided extensive experience across multiple Social Care, Education, and NHS projects. I delivered technical expertise and business analysis knowledge, often assuming additional responsibilities as a Project Manager and Web Developer to deliver digital transformation and operational efficiency. A key achievement was successfully implementing an online portal platform with interactive forms, which digitised the referral process, eliminated paper, and significantly saved on administration time and resources.
Want to find out more?
For more details about my professional background, please see my LinkedIn profile.
If you would like a copy of my CV, please feel free to contact me.
