Lindsey Nicholson

Change Delivery Manager @Virgin Media O2

London, GB

Managed change across a multi-functional operational team. Bridged project teams and business users, ensuring effective planning and completion of activities. Led end-to-end change process from concept to execution, including impact assessment, resource analysis, conflict resolution, and contingency planning.Collaborated with operational stakeholders to develop and update scripts, briefing packs, and training materials for change delivery into contact centres. Assisted project sponsors in establishing change plans, updating business readiness criteria for business case.Developed and maintained communication plans, providing content for business change-related communications. Managed change delivery across operational and non-operational teams, identifying and engaging stakeholders effectively. Chairing meetings to track milestones, ensuring accurate recording of decisions and progress.• Led operational readiness for regulatory and compliance change to offer direct BACS refunds to customer accounts. Significantly reduced cheque production and postal costs by £150k per annum. Reduced refund timelines by 5 days and improved communication speed by notify customers about refunds electronically.• Delivered operational readiness across Sales, Retention, Collections, Complaints and CEO teams, to support improvements to the billing disconnection journey by implementing a Stop Bill approach, resulting in a 69% reduction in refund volumes, leading to £77k annual cost savings.• Led operational delivery activities including updating training, agent scripts and agent briefings for merging the Virgin Media and Mobile app, increased app adoption and a reduction of 1.5 million calls into the centres. Successfully positioned the app as the primary destination for our customers. Delivered improvements to the faults journey significantly improving NPS by 32% through the successful launch “manage your appointment\" feature in the app.