Mark is a Programme Manager with over 20 years’ experience of delivering complex change programmes, including new Product Launches, Business Improvement initiatives and Customer Experience performance uplift. He is an advocate of Agile working, and was instrumental in changing the product development processes in BT to embrace Agile, designing and implementing a new Operating Models across the organisation.
Mark is a Chartered Engineer and began his career designing infrastructure upgrades for the BT network. He also has extensive commercial experience as a Product Manager, responsible for the profit and loss of a number of significant products during his time at British Telecommunications, as well as the full life-cycle of product development, from requirements capture through to launch and post implementation review.
More recently Mark has focussed on improving customer experience using a wide range of techniques, including process re-engineering, end-to-end process assurance and the design and implementation of KPIs which give real insight into how customers really feel about the service they are receiving. He led the project to assure the end-to end processes for BT Infinity (BT’s fibre broadband service) prior to launch and also successfully managed the migration of 10,000 Advanced Services customers to a new Intelligent Network platform.
Mark now works as an independent consultant delivering change programmes using the Agile principles he champions.