Gail Towns

Trials Specialist @BT Group

Responsible for end to end trials and signing off all major product launches in Business – confirming that products/processes/solutions/functionality meet the defined Customer Experience and agreed Success Metrics/Quality Checks, Accountable for defining the appropriate strategy and approach to be taken, compiling all relevant Trial documentation and running that trial with external and/ or internal customers. Responsible for reporting throughout the Trial lifecycle and delivering an exit report detailing achievement of success metrics, observations and recommendations are outlined, agreed and owned to delivery.Ensuring a no surprise launch to build a better business and deliver a brilliant customer experience. Negotiating with key stakeholders at Senior Manager, Principal and Director level *Agree specific success metrics, scenarios & customer journeys for each trial (working with CX Designers)* Input to end to end project plans for the trial phases * Ensures the trial phase is delivered according to the end to end plan * Holds development teams to account for E2E test completion prior to trial * Holds Sales/ Service to account prior to and during trials to ensure the defined processes are adhered to* Agrees when entry and exit criteria have been met * Responsible for highlighting any points of failure within the CX and drive resolution of all such issues * Owns on- and off-boarding plans* Reporting progress of trial to Executive level* Submits, logs & tracks progress of resolving any defects/issues