Jeanette Irons

• Engaged with transport ticketing schemes and ticketing suppliers from around the world.
• Created and delivered presentations tailored to a range of audiences and goals.
• Facilitated workshops, meetings, research interviews, and focus groups, capturing notes from each.
• Collaborated with stakeholders and business sponsors to develop business cases.
• Captured objectives, scope, business and stakeholder drivers, relevant history, and environment.
• Applied accessibility best practices in designing digital products to cater to diverse audiences successfully.
• Worked closely with the project team and key stakeholders to plan and coordinate user research.
• Conducted user research interviews virtually and in person.
• Worked remotely with technical team members to design user experiences reflecting analysis and synthesis of research feedback and prototype testing with end users.
• Created user support training materials based on user feedback.
• Collaborated with cross-functional teams to ensure cohesive branding across all marketing materials.
• Produced high-quality mockups for client approval during the iterative design process, which saved time on revisions.
• Created communication plans for beta test and implementation phases.
• Authored communications - emails, letters, flyers, posters, and videos.

• Carried out risk-based assessments and analysis of current applications.
• Identified and prioritized potential projects for the program strategy roadmap.
• Conducted impact analysis workshops for business areas, considering the potential options available in the marketplace to benefit the organization.
• Captured each project's objectives, scope, drivers, and relevant history.
• Planned and facilitated in-person and virtual workshops to elicit use cases, user stories, and requirements.
• Conducted research and analysis using tools like Miro, Calendly, MS Planner, and Microsoft Teams.
• Created storyboards for projects to translate user pain points into compelling visual stories.
• Identified potential risks and dependencies between business cases for the program.
• Created and managed backlogs for 10 digital transformation projects and facilitated daily standups.
• Worked with cross-functional teams and stakeholders, in person and remotely, to coordinate tasks and timings while managing each project's scope and governance protocols.
• Authored communications, guidance, and forms for user research, highlight reports, final reports, business cases, and presentations.
• Led benefits analysis and KPI mapping workshops.
• Created and presented a business enterprise architecture (using TOGAF & ArchiMate specifications).
• Created and delivered show-and-tell presentations and training videos.
• Conducted usability and accessibility testing interviews for a public-facing website (CX).
• Created a new Information Architecture (CX) for the organization's public-facing website.
• Provided the program with a “Service Design Toolkit” and helped to develop a User Research playbook.

• Worked as a program business analyst on digital transformation projects to replace:
Finance System (Procurement - Oracle), Cost Intelligence System (in-house development)
Programme, Portfolio, Project Management Systems (SaaS product), HR - Human Capital Management System (Procurement - Oracle), HR - Employee Learning and Development Management System (to a SaaS product), and GIS system (to Esri ArcGIS)
• Collaborated with stakeholders and business sponsors to develop Terms of Reference (TOR) to summarise scope, boundaries, resources, objectives, and constraints to feed into business cases.
• Participated in benefits analysis and KPI mapping workshops.
• Worked with the program manager to create presentations to request project funding and resources.
• Ensured consistency and completeness of documents throughout the business case production process by ensuring quality assurance procedures were carried out and approved.
• Mentored junior BAs for the graduate apprenticeship program.

• Built strong relationships with external payroll and HR clients through consistent communication and proactive problem-solving efforts.
• Developed and carried out plans for change management/business readiness.
• Collaborated with internal teams to develop customized solutions that addressed unique client needs.
• Increased client satisfaction by providing tailored consulting services and practical problem-solving strategies.
• Conducted a Lean review of business processes and recommended improvements to increase efficiency.

• Worked closely with senior management to align change initiatives with overarching business objectives.
• Conducted benefits analysis and benefits realization timeline for the new solution.
• Supported the management of risks and issues.
• Developed and carried out plans for change management/business readiness.
• Delivered training to finance managers at Clydesdale Bank head offices.
• Mapped original functional and non-functional requirements back to test scripts.
• Supported user acceptance testing.

• Led workshops for the discovery phase of the new CRM System.
• Conducted relevant desk research on CRM applications and functionality.
• Supported the management of risks and issues.
• Created Level 1 to 3 process flows using a tool called BizzDesign.
• Managed stakeholder and product owner expectations to ensure alignment of objectives and scope.
• Worked with the team to complete a Lean Review of the company's business analysis processes.
• Engaged with key stakeholders and third-party vendors to explore solution options and create prototypes.

• Managed multiple projects simultaneously, consistently meeting deadlines while maintaining high attention to detail.
• Reduced costs with a thorough analysis of various business services to identify areas for improvement.
• Spearheaded initiatives to improve customer experience through enhanced communication channels and user-friendly interfaces.
• Identified new opportunities for process improvements, leading to increased operational effectiveness and reduced costs.
• Oversaw significant budgetary responsibilities, ensuring allocated funds were effectively utilized towards achieving desired outcomes within set timeframes.

• Worked with a cross-functional team on amalgamating 6 HR and payroll systems into one system.
• Managed 2 teams of data entry operators tasked with manually entering employee benefits maintenance data for conversion (from paper to digital).
• Supported software development projects by defining precise requirements and effectively communicating them to technical teams.
• Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
• Performed gap analysis between existing systems or processes and desired state, identifying potential areas for enhancement.
• Applied problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
• Generated business intelligence and ad-hoc reports to inform strategic decision-making.
• Assisted with creating an SAP HCM and SAP BW (business warehouse).
• Managed a temporary call center to ensure employee support through payroll transition to SAP.