Upon joining the BT Group team, I was assigned to EE Shop, the customer and small business-facing unit. My key objectives included:

• Modernizing the 'Re-sign' Journey: Enhancing and updating the journey to boost digital share while maintaining ARPU and customer sign-up rates.

• Reimagining the Phone Trade-In Process: Digitizing the process to accurately capture and validate device IMEI, assess device condition, and provide upfront pricing, eliminating the need for follow-up calls from customer service.
  
  

• Ensuring Compliance: Implementing regulatory guidelines mandated by Ofcom, the UK Telecom governance body.