Kat Murphy

Design, own and govern the risk registers for Cyber Security and Data Privacy risks across all three BT Consumer brands (BT, EE and Plusnet). Report risks up to CEO level, lead discussions with SLT to set risk appetite, and make recommendations to mitigate against risks representing over £500m value to the business.

Produced the technology roadmap for BT’s Email product (part of Consumer Digital portfolio). Defined strategy and product / customer experience enhancements to protect £43.7m revenue for BT.

Set the configuration, performance and development strategy for planning, scheduling and allocation systems (FOS & Taskforce), which assign work to Openreach Service Delivery engineers.

Worked across all BT units to strategise, plan, model and measure the migration of customer records to the new strategic CRM (Customer Relationship Management) systems, in response to BT’s legal Undertakings with OFCOM (per Telecommunications Strategic Review 2007)

Lead role for BA (Business Analysis) team on BT’s legal Undertakings Programme with OFCOM at its inception. Conducted feasibility studies, impact assessments, process modelling and requirement capture for Undertakings and other projects, using approved business tools (SIPOC, SWOT, frame diagrams etc.)

Designed training material for Customer Service Advisors for projects totalling £10.5 million business benefit

Placed orders for BT products on behalf of business customers; designed and delivered monthly report analysing of customer service MIS