Brian Pillay

• Design of a portfolio management set-up to address the problems and opportunities within Portfolio
• Deliver end-to-end management of the portfolio across teams
• Leading global, large scale and sophisticated Service Design, Service Integration and or Strategic Design projects and programs from conception to launch
• Collaborate with a team of CS, Product and Business owners to explore, test, and evolve service experiences and journeys for the Booking.com customers
• Allow for rapid time to market with light, easy to implement and quick solutions while never losing track of the long-term strategic direction
• Translate customer, business and employee insights in future-proof & globally scalable service strategies, blueprints and experiences
• Partner with delivery partners to ensure that the customer experience conveys the initially established vision for that specific service
• Identify new opportunities for CS and potentially Commercial Operations wide to more efficiently and optimally support new business areas
• Develop business cases to address cost/benefits of opportunity areas and validate the opportunity with senior stakeholders
• Embeds service design and design thinking best practices in the Service Design team's and the wider CS organization's way of working and processes
• Drive standardization across the various Service Design team projects and programs by establishing (reusable) service design & architecture frameworks
• Advises, coaches and trains more junior Service Designers as well as other stakeholders in the business

• Management of the Voice of Customer (VoC), Voice of Employee (VoE) and Voice of Process (VoP) programs
• Define and track customer satisfaction (CSAT) targets using business approved target setting principles
• Design and publishing of CSAT and NPS surveys (sms, email, digital platforms)
• Using the VoC data, drive data-driven improvement recommendations to customer journey owners
• Develop and own the Quality Assurance framework for agent assisted inbound and outbound interactions
• Through the QA framework, collate and consolidate causal factors for market interaction performance and effectiveness
• Own and driven usage of Knowledge Management platform - ensure existing content remains current, relevant, and accurate
• Optimize content relevance and AI response effectiveness of Knowledge Management platform
• Use design thinking to drive innovation and continuous improvement initiatives to reduce customer and agent effort.
• Develop business cases to reduce cost to service customers
• Conduct or partner on customer research initiatives to improve interaction quality, reduce cost to serve
• Own and driven usage of Knowledge Management platform - ensure existing content remains current, relevant, and accurate
• Optimize content relevance and AI response effectiveness of Knowledge Management platform
• Build capability across market, region and corporate for all functions

To identify, design and implement enhancements & new solutions across the customer journey to improve customer satisfaction, reduce cost and improve revenue.

• Define CX journey strategies with executive journey owners
• Define and continuously measure inside-out and outside-in journey stage KPI's
• Use data and insights to design transition and future state customer experiences across all journey stages
• Creation of functional blueprints to be rolled out across the continent
• Manage the cost and return of various innovation & continuous improvements under journey stage
• Developed and implemented performance improvement strategies and plans to promote continuous improvement
• Used coordination and planning skills to achieve results according to schedule
• Carried out day-to-day duties accurately and efficiently
• Collaborated with team members to achieve target results

To own and drive innovation, business optimization, solution definition and delivery across of a team of Business Analysts, Solution Architects and Stakeholder Engagement Specialists within the New Solutions and Innovation Team.

• Owned and manage the inception, design, architecture and delivery life-cycle for the operations product portfolio
• Managed team capacity and ensure that there is adequate resourcing
• Worked with the delivery and support managers and their teams to ensure projects are delivered within scope & timelines with the relevant levels of support and service levels.
• Provide project and delivery plans with milestones to the stakeholders and ensure correct scope, high level of quality and delivery on time and within budget.
• Ensured that solutions are scalable across the continent
• Conceptualized and deployed enhanced product features and optimized implementation for use in marketing strategies
• Established criteria for each milestone within product roadmap as means to measure developmental progress
• Managed product demonstrations and testimonials for performance evaluation
• Thrived in fast-paced, highly-adept team to develop and prioritize product features and build product roadmap
• Collected customer requirements, directed testing and conducted continuous evaluations to make proactive adjustments to marketing approaches
• Compiled product and customer data to generate informed profit projections
• Directed planning and budgeting efforts

Managed the business analysis function and delivery of a team of business analysts, process analysts, business architects.

• Set up enterprise wide BA centre of excellence to support the organisation in delivering on key business priorities
• Managed resource allocation and BA OUTPUT for all initiatives (i.e. projects, enhancements, process management/modelling initiatives and operational issues)
• Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement
• Derived conceptual designs from business objectives to deliver software and applications according to specifications for usability, performance and functionality

• Identified opportunities to streamline workflow by adding and modifying processes, revamping use cases for each initiative and maintaining list of talking points for each functional area
• Drafting of relevant BA Artifacts (BRS, FRS, Test Packs etc)
• Facilitated testing and defect management within the testing cycle
• Performed as subject matter expert for automated workflow
• Interacted with internal customers to understand business needs and translate into requirements and project scope.
• Grew business analysis team to support division growth and create robust team by replacing underperforming staff and recommending staff members for permanent roles
• Managed team performance by implementing measurable metrics to track delivery of supporting requirement artifacts
• Effectively supervised team performance by implementing measurable metrics to assess delivery of requirements

Managed project delivery of various strategic projects within the Private Clients National IT Team and mentoring a team of 4 business analysts.

• Facilitation of a weekly Business Analyst forum
• Weekly project feedback presentations to Manco
• Agile Project planning and estimation
• Act as Scrum Master for the development team (Agile planning and execution)
• Day to Business Analysis duties – requirement gathering, workshops, documentation of specifications
• Contribute to weekly solution / architecture design meetings

Managed the support, maintenance and project delivery of the AWD workflow team:

• Managing the delivery of a team of 4 workflow analysts. Day to day management of the teams productivity and efficiency
• Analysis, design and configuration of system workflows to support key business processes
• Quality Assurance of business requirement, functional requirement and functional design specifications
• Support and maintenance of AWD’s peripheral components (email and fax document integration for case creation)
• Coordinated with PMO in developing project plans for prioritized initiatives.
• Improved quality processes for increased efficiency and effectiveness.