Melissa Billington
Operational Design Specialist @BT Group
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WORK HISTORY
Operational Design Specialist @BT Group
Key member of the HR Transformation team leading projects to support the redesign of BT Business and acheive strategic goals in a challenging cost environment. Owned the organsiation design for complex programmes including divestment opportunities and large-scale transformation. Led the creation of multiple data analysis models to drive data led decision making in both HR and wider strategic choices. Championed the use of Agile methodologies and Design thinking, delivering training to both Business and Group colleagues and being a mentor to those moving to this way of working.
EDUCATION
University of Oxford
2.1 Bachelor of Arts (BAhons), History
SKILLS
ABOUT MELISSA BILLINGTON
Melissa is an experienced Transformation Consultant specialising in Solution and Service design, with a particular focus on Organisation Design, Customer & Employee Experience and User Strategy. She has built her skills through over 10 years in consultancy, originally working in sales and propositions, before transitioning in business analysis and business model design and finding her passion in Customer & Employee Experience Transformation. Most recently she has taken this experience to industry, specialising in complex Organisational Design and taking stakeholders on supported journeys through difficult changes.She is adept in the marrying of both the digital and physical worlds to optimise experience and leverage advanced technologies. As an expert in Design Thinking, she supports stakeholders in working differently to meet their customer’s and employee’s needs and keep users at the forefront, while balancing the reality and goals of their business. Melissa aids organisations in transforming their performance in terms of higher revenues, customer engagement and compliance, while lowering costs, and improving user experience. She works at the cutting edge of innovation, using her experience working with Fintechs and other suppliers to the banking world to weave creative and empathetic methodologies into practical approaches that release this value quickly. She has a passion for understanding AI and how we can use this to drive value for both internal and external users, recognising risk and moving quickly to land strategic transformation that reflects the rapidly changing environment.Melissa is passionate about impacting the experience of all user groups, especially the underserved and vulnerable. She brings specialist insight into the servicing of and marketing to Millennial and Gen Z users, as well as those impacted by disability.
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