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Reporting

Ventia - Work Management System

Ventia - Work Management System

Ventia is a new brand with deep expertise and a rich history of delivering for our clients. We bring together more than thirty years of experience, following the merger of Leighton Contractors Services, Thiess Services and Visionstream.

Together, more than 14,000 specialist engineers, technicians, business leaders, project managers and operational teams support critical infrastructure and communities.

Due to commercial sensitivity, the details of this project cannot yet be published.

Lyndon was engaged on this project to lead out stakeholder management across a range of large, highly complex contracts impacted by this strategic project. Day to day activities, included driving change, communications, team management, workshop facilitation and thought leadership on the establishment within the organisations operational reporting environment.

Medibank - Workplace Health Booking Portal

Medibank - Workplace Health Booking Portal

Medibank

Workplace Health - Online Appointment Booking Portal

Lead Business Analyst / Project Manager

Medibank Health Solutions (MHS) is a leading provider of health care solutions for business and government delivering medical assessments and preventative health solutions to over 4,000 businesses and government organisations. The Workplace Health – Online Appointment Booking Portal project is a customer service improvement initiative which includes implementation of an online appointment booking portal, establishment of a national call centre and development of a suite of KPI management reports to support management of operational performance.

Due to the significant volume of pre-employment medical screens generated by Australia’s largest mining and construction companies, the primary object (initial phase) was to deliver a high quality and efficient booking and case tracking portal for a small set of high value clients. Consequently, significant engagement directly with representatives of these clients was undertaken to accurately map and understand their critical business processes and the impacts generated by errors and delays in the pre-employment medical assessment and re-assessment processes. 

Duties and Responsibilities

  • Engaged as a senior business analyst to help manage key stakeholders from across the Medibank Health Solutions business and play a central role responsible for driving the user experience process design that spanned across the three diverse touch points in the online portal, national call centre and national network of medical clinics
  • Refined project scope through engagement of members of project steering committee
  • Supported requirements gathering workshops on each division (stream) of the project  
  • Liaised with subject matter experts (SME’s) on a continual basis to determine the ‘as-is’ appointment booking processes
  • Mapped key data fields and information flow through core operational application for design and development of KPI reporting framework.
  • Identified and documented data gaps required for completeness of KPI reporting metrics
  • Led the design and development of a customer (user) experience process flow to seamlessly connect the three major contact channels in scope of the project
  • Developed wireframe mock-ups of conceptual portal solution to facilitate user experience workshops with key stakeholders
  • Designed a suite of operational performance reports. Four for internal operational management and one for external performance reporting to key clients
  • Developed overarching governance and approval process for a newly established operational scheduling – standard operating procedure
  • Identified strategic opportunity to align MHS (workplace health division) to the wider Medibank Group Business Intelligence environment and produced recommendation paper for review by MHS Chief Operations Officer
  • Face-to-face contextual enquiries with key clients
  • Undertook cognitive walk-through of wire-frame design with staff and clients

AXA Australia - Enterprise Reporting & Information Solutions

AXA Australia - Enterprise Reporting & Information Solutions

AXA’s enterprise reporting and information solutions team was responsible for delivering analytical modelling, operational reporting, application development and subject matter expertise to all business units within the AXA Australia and New Zealand business. Lyndon was the Information Solutions Manager for 4 years responsible for solution architecture, project management and delivery and team management.

  • Scrum Product Owner responsible for managing and representing the  ‘Voice of the Customer’ in backlog prioritisation, requirements management, sprint planning and print review meetings
  • Wrote user stories and epics representing the user requirements for reporting, data and information consumption
  • Attended Daily Scrum Meetings and coordinated back with stakeholders to communicate and resolve impediments to delivery.
  • Defined and developed the business intelligence operational and strategic plan and roadmap.
  • Implement a new operational management system to manage ad hoc request, project and output documentation as well as a data knowledge base to support the self-service component of the new distributed BI model.
  • Chaired AXA's BI Governance Steering Committee to manage the distribution, quality, definition and security of information.
  • Partnered with the Data Warehouse Manager to develop a strategic plan to make improvements to the warehouse data completeness and usability.

Notable outcomes

BI Improvement Project

  • Led the review and assessment of the migration of AXA's BI reporting to a new platform vs. upgrading the existing platform
  • Established a roadmap for BI that initially focused on the improvement of the operating model. This commenced with the development of a new role (Business Improvement Analyst) whose primary focus was on establishing a clean set of reporting assets and the decommissioning of over 200 hundred redundant reports.

System Developments

  • Led the programme of work in automating 40% of AXA's key monthly dashboard leveraging the AXA data warehouse and Hyperion reporting platform. 
  • Led the solution design and management of AXA's Anti-Money Laundering Transaction Monitoring system as well as devising a remediation plan to resolve certain implementation issues.
  • Designed and led the development of a highly functional product system replacement to resolve a mandatory requirement of system decommissioning project.
  • Led the implementation of the Oracle APEX application development platform to support the centralisation of unsupported data sources from around the business into a robust / web based Oracle backed platform.

AXA Australia - Senior Business Analyst

AXA Australia - Senior Business Analyst

As a senior member of the Enterprise Reporting and Information Management Team, Lyndon was responsible for design and production of information solutions for projects as well as operational and BAU reporting.

  • Worked with other Business Analysts and Project Managers to establish detailed business requirements of the reporting suites and dashboards as part of the project delivery.
  • Advised projects on best practice and ability to achieve implementation of requirements
  • Performed detailed analysis to estimate and quote on the design, development and delivery of reporting requirements.
  • Followed Agile development methodology developing a prototype followed by a number of review and re-work iterations to meet the final business requirements.
  • Provided subject-matter-expertise to projects and business units on data availability and usability.
  • Analysed, reconciled and consolidated existing reporting frameworks to ensure business fit-for-purpose.
  • Provided process improvement consultation to AXA's Marketing Information, CRM and Customer Retention Teams.

Notable outcomes

  • Developed a single client view application for the Customer Solutions Call Centre using the AXA data warehouse client matching technology. This tool enables Call Centre Consultants to search by a customer policy number and locate additional policies that customer holds.
  • Drove the development of the first BI based applications using the Hyperion reporting suite. This was a significant step forward in the depth of services and improvements that the Business Information Team could provide to the business and changed the BI value proposition in an extreme way.

AXA Australia - Marketing & Campaign Management

AXA Australia - Marketing & Campaign Management

As the Campaign Delivery Analyst, Lyndon was responsible for the development and execution of all of AXA’s Customer and Financial Planning direct mail, email and SMS campaigns. This role also demanded a large aspect of solution design to create end-to-end and closed loop marketing sequences linking many contact channels together to drive new sales, cross-sell, up-sell and customer retention initiatives

  • Track sales, click through, registration and other campaign related activity to measure campaign effectiveness and accuracy
  • Developed and monitored complex multi-step, multi-channel campaigns that involved automated life cycles of up to six months using the Affinium Campaign and Affinium E-message application connected to AXA's data warehouse.
  • Developed and maintained trigger based campaigns which would send reactive notification to call centres, BDM's, financial planners etc. based on the activities of customer’s policy record.

Notable outcomes

  • Single handed execution of over 100 campaigns in a single year that contributed to a CRM benefit of $57m
  • Designed and developed a trigger based campaign that detected customer withdrawal activity across different product segments. This single campaign increased customer retention results on written requests to withdraw by over 20% which resulted in a CRM benefit of $18m for the first year.
  • Devised an on premise event check-in process that based on the information fed in via a website delivered targeted emails based on product preferences to clients and advisers