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jobs
Experienced Customer Strategy Consultant
Ore Alemede
,
South Ockendon, United Kingdom
Experience
Other titles
Skills
I'm offering
................
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2018 - ?
job
Insurance Customer and Digital Transformation Manger
KPMG.
Global General Insurer - Currently a workstream lead on a Customer Transformation programme
which involves analysing customer data, leading customer focus groups and interviews, defining
customer segments, addressing customer pain-points, re-defining product offerings, and implementing design principles to drive NPS improvements
• UK General Insurer - Voice of Customer workstream lead on a Lean Ways of Working Programme
across 12 locations and 2 countries, applying 10 design standards which includes Root Cause Problem
Solving, Demand and Capacity management, Best Practice Standards, Performance Management and Continuous Improvement across the organisation
• InsureTech - Product Manager for the launch of a new insurance product at a fast growing Insurance
start-up, including defining customer segment, setting pricing strategy and customer acquisition
strategy, and driving actions to support customer retention
• Currently leading the Connected Customer Proposition for the Insurance practice
• Currently serving as Communications Lead for the Financial Service Connected Enterprise Group
which involves analysing customer data, leading customer focus groups and interviews, defining
customer segments, addressing customer pain-points, re-defining product offerings, and implementing design principles to drive NPS improvements
• UK General Insurer - Voice of Customer workstream lead on a Lean Ways of Working Programme
across 12 locations and 2 countries, applying 10 design standards which includes Root Cause Problem
Solving, Demand and Capacity management, Best Practice Standards, Performance Management and Continuous Improvement across the organisation
• InsureTech - Product Manager for the launch of a new insurance product at a fast growing Insurance
start-up, including defining customer segment, setting pricing strategy and customer acquisition
strategy, and driving actions to support customer retention
• Currently leading the Connected Customer Proposition for the Insurance practice
• Currently serving as Communications Lead for the Financial Service Connected Enterprise Group
Design, Digital transformation, Performance Management, Continuous improvement, Product Manager, Lean, Management, Service, Transformation, Support, Insurance, Retention, Organization, Enterprise, Manager, UP
2017 - 2018
freelance
Insurance Operational Excellence Senior Consultant
Ernst and Young (EY).
Global General Insurer - Improved customer operations function by applying improvements across
four lenses; customer, process efficiency, people engagement and high performing teams
• UK General Insurer - Lead the design, build and launch of Intermediary digital services for an Insurer
and drove customer adoption for digital services
• Lloyds of London - Workstream lead in the setup of the new Lloyds Insurance Company in Brussels,
identifying customer requirements, developing key processes, designing market toolkits and leading
workshops with key Managing Agents
• Top 10 Managing Agent - Mapped current state processes, supporting process re-engineering and streamlining of the group consolidation process on a Finance Transformation programme. Supported
Communications plan delivery for c.700 staffs
• UK General Insurer - Translated the customer value proposition into mapped customer journeys and operational process maps. Defined baseline KPIs and high level capability requirements for the end
state TOM
• Global General Insurer - Developed detailed operating model components and capabilities including
defining a portfolio of cost reduction opportunities targeting c.20% of cost base
• Contributed to the formation of EY's Financial Services digital strategy; including acting as an subject
matter expert on Usage Based Insurance and Autonomous Vehicle Insurance product
four lenses; customer, process efficiency, people engagement and high performing teams
• UK General Insurer - Lead the design, build and launch of Intermediary digital services for an Insurer
and drove customer adoption for digital services
• Lloyds of London - Workstream lead in the setup of the new Lloyds Insurance Company in Brussels,
identifying customer requirements, developing key processes, designing market toolkits and leading
workshops with key Managing Agents
• Top 10 Managing Agent - Mapped current state processes, supporting process re-engineering and streamlining of the group consolidation process on a Finance Transformation programme. Supported
Communications plan delivery for c.700 staffs
• UK General Insurer - Translated the customer value proposition into mapped customer journeys and operational process maps. Defined baseline KPIs and high level capability requirements for the end
state TOM
• Global General Insurer - Developed detailed operating model components and capabilities including
defining a portfolio of cost reduction opportunities targeting c.20% of cost base
• Contributed to the formation of EY's Financial Services digital strategy; including acting as an subject
matter expert on Usage Based Insurance and Autonomous Vehicle Insurance product
Design, Digital Strategy, Operations, C, Finance, Engineering, Workshops, Transformation, Operational Excellence, Insurance, High performing teams, Performing, Processes, Agent
2015 - 2017
freelance
Product Development & Strategic Delivery Consultant
DirectLine Group.
Motor & Rescue:
• Product owner for the delivery of the DrivePlus mobile application and the partner brands
telematics products
• Mobilised and scoped out product delivery projects, evaluating design options, addressing product
delivery roadblocks and leading post implementation reviews
• Owned the management of product reviews and delivery of new product features, ancillaries, and motor proposition changes
• Reviewed product information requests from regulators and product partners; providing formal
responses
• Conducted regular in-depth analysis of key competitors - including analysing competitor customer,
product and channel strategies through a consumer lens and developing business case to support
implementation
• Owned the delivery of several regulatory motor product launch project including; creating business
requirements documents and co-ordinating all phases of testing to ensure successful delivery
• Led a project aimed at developing a roadmap of territories and ideas that will shape DLG's future
pipeline of propositions and products based on new trends and changes in technology
• Supported the development of a usage based insurance product and an autonomous ready insurance
product
• Product owner for the delivery of the DrivePlus mobile application and the partner brands
telematics products
• Mobilised and scoped out product delivery projects, evaluating design options, addressing product
delivery roadblocks and leading post implementation reviews
• Owned the management of product reviews and delivery of new product features, ancillaries, and motor proposition changes
• Reviewed product information requests from regulators and product partners; providing formal
responses
• Conducted regular in-depth analysis of key competitors - including analysing competitor customer,
product and channel strategies through a consumer lens and developing business case to support
implementation
• Owned the delivery of several regulatory motor product launch project including; creating business
requirements documents and co-ordinating all phases of testing to ensure successful delivery
• Led a project aimed at developing a roadmap of territories and ideas that will shape DLG's future
pipeline of propositions and products based on new trends and changes in technology
• Supported the development of a usage based insurance product and an autonomous ready insurance
product
Design, Product development, Product owner, Management, Technology, Business Case, Mobile Application, Implementation, Support, Insurance, Testing, Regulatory, Development, LED
2013 - 2015
job
Household Process Developer
Customer Claims, DirectLine Group.
Home:
• Took ownership of the 'Customer is King' project, and engaged with National department heads to develop and implemented initiatives which has successfully improved customer experience
• Managed the redesign of Accidental Damage & Theft Claims process as part of a Lean Transformation
project
• Took ownership of the National Home claims project aimed at streamlining the Customer Operations
Team Leader's role
• Tracked and monitored the deployment of claims file ownership across 4 operational sites
• Managed the review of the Home claims complaint process including leading the FOS complaint pilot
exercise for the department
• Secondment - Customer Claims Operations Site Manager of circa 106 Insurance claims professionals
• Took ownership of the 'Customer is King' project, and engaged with National department heads to develop and implemented initiatives which has successfully improved customer experience
• Managed the redesign of Accidental Damage & Theft Claims process as part of a Lean Transformation
project
• Took ownership of the National Home claims project aimed at streamlining the Customer Operations
Team Leader's role
• Tracked and monitored the deployment of claims file ownership across 4 operational sites
• Managed the review of the Home claims complaint process including leading the FOS complaint pilot
exercise for the department
• Secondment - Customer Claims Operations Site Manager of circa 106 Insurance claims professionals
Operations, Customer experience, Deployment, Lean, Developer, Transformation, Lean transformation, Insurance, Site manager, Redesign, Manager
My education
?
-
2010
University of Hertfordshire
BSc, Accounting and Management Information Systems
BSc, Accounting and Management Information Systems
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