1. Lynsay Alexander 1
LynsayAlexanderBA(Hons)
07789 480230 (mobile) 01577 830331 (landline)
 m
I am a highly motivated and ambitious person, as shown with my academic and professional progression. Supporting in
the achievement of two very successful company migration and integration programmes; the largest banking integration
in the UK. I have very high personal standards, an exceptional attention to detail, and have the ability to learn and pick
things up very quickly. I am also a strong communicator who builds relationships easily. All of these qualities
combined give me the confidence to be able to excel in any work situation I find myself in. I amnow looking for a role
that I, not only enjoy, but will enable me to best use my skills, experience and qualifications to add value to the
business, and its customers whilst pushing myself and expanding my knowledge and experience further.
Work
History
October 2012 – August 2014 Lloyds Banking Group (Based: Remote)
Senior Business Analyst, Group Reconciliations and Regulatory Development (Contractor)
 Seamless implementation of legacy back office PPI Management systeminto geographically
dispersed operation. A successfulimplementation resulting in null customer impact; increased
efficiency/reduced case handling time and economies of scale benefits to the business
 Solely responsible for key deliverables, end to end from requirements gathering to Post Go Live
support and stakeholder management, including but not limited to: -
 Implementation Strategy development
 Communications. Planning and executing
 Devised Go-Live Model, including risk assessment,resourcing,contingency and Back-Out
planning
 Post Go Live Support. Including Management Information design, build and production
tailored to different stakeholder requirements
 Schedule of Events (SoE) management
March 2011 – Jan 2012 Lloyds Banking Group (Based: Glasgow)
Lead Business Analyst, Financial Control & Reconciliations (Contractor)
 Working within LBG to deliver multiple reconciliations components of the Bank of Scotland/Halifax
– Lloyds Banking migration
 Lead analyst of project scoping,process mapping, development, implementation and training of “to
be” processes to support migration across multiple work streams
 Successfulimplementation of new target operating model initiative into fully operational business
with null customer impact: evidenced through customer complaint levels remaining within
operational variance levels
 Undertake ongoing senior stakeholder management to influence, encourage and drive sustainable
change within the business operation
 Liaise with senior management, subject matter experts and IT to re-engineer inefficient processes and
develop customer centric, efficient and streamlined operational processes.
 Development, implementation and training of problem solving techniques for operational colleagues
to identify root problems and support business process
 Utilisation of variety of problem solving and investigative techniques including Failure mode
analysis, root cause analysis, report analysis and interpretation, issue management and mitigating
solutions development to drive preventative solutions
 Active role in process testing and reporting
 Design, define and implement key performance indicators to sustain business excellence
 Process documentation owner and authorto support business case,stakeholderrequirements, SOX
and Risk criteria as well as new colleague training

2. 2
January 2011 – March 2011 Barclays Wealth (Based: Glasgow)
Senior Business Analyst, Wealth Change (Contractor)
 Efficiently undertake business requirements gathering across the wealth division
 Responsible for the design of a centralised mass customised complaints handling model, with
stakeholder buy-in achieved. Designed to not only reduce complaint handling time but increase
efficiency and effectiveness, resulting in an operating cost reduction and increased customer
satisfaction
 Help shape the change and complaints handling culture within the division
April 2010 – January 2011 Lloyds Banking Group (Based: Glasgow)
Lead Business Analyst, Financial Control & Reconciliations (Contractor)
 Working within LBG to deliver reconciliations components of the Lloyds TSB - HBoS integration
 Lead analyst of project scoping,process mapping, development, implementation and training of
new interim reconciliation process
 Successfulimplementation of new target operating model initiative into fully operational business
with null customer impact: evidenced through customer complaint levels remaining within
operational variance levels
 Responsible for FTE requirements analysis and modelling for two new projects to support business
needs,project budget and improve LBG colleague retention. Including having an active
involvement of recruitment of new colleagues – both operational and Project
 Undertake ongoing senior stakeholder management to influence, encourage and drive sustainable
change within the business operation
 Liaise with senior management, subject matter experts and IT to re-engineer inefficient processes
and develop customer centric, efficient and streamlined operational processes.
 Development, implementation and training of problem solving techniques for operational
colleagues to identify root problems and support business process
 Utilisation of variety of problem solving and investigative techniques including Failure mode
analysis, root cause analysis, report analysis and interpretation, issue management and mitigating
solutions development to drive preventative solutions
 Active role in process testing and reporting
 Design, define and implement key performance indicators to sustain business excellence
 Process training scoping,design and delivery to increase employee retention and drive customer
experience. Including embedding within BAU environment for future recruitment
 Process documentation owner and authorto support business case,stakeholderrequirements, SOX
and Risk criteria as well as new colleague training
January 2010 – April 2010 Lloyds Banking Group (Based: Glasgow)
Business Analyst, ePayments Operations (Contractor)
 Working in LBG, Payment & Banking Services, delivering part of the Lloyds TSB - HBoS
integration
 Responsible for business analysis activities to understand and deliver integration synergies across
the e-Payments business
 Using a selection of analysis tools it was my responsibility to identify, understand and
communicate inefficiencies within current processes and systems
 Also worked with key stakeholders,from senior management to floor staff, to understand current
state and design a more efficient process model for future state
 Helped produce a detailed business case covered 23 separate initiatives, including full scoping,
costing,benefits, timelines, RAID logs, sign-offs etc. for a total saving of £3.4m
May 2008 – January 2010 The Royal Bank of Scotland (Based: Edinburgh)
Business Support Manager, Operations
 Primary point of contact for all 'voice of customer' statisticalanalysis within Operations (circa
23,000 people) to understand customer wants, needs and current satisfaction levels

3. Lynsay Alexander 3
 Expert in undertaking appropriate and statistically robust root cause analysis to identify underlying
operational issues.Working alongside the business to develop action plans to increase efficiency
whilst also driving customer satisfaction
 Development of 'Customer Experience Mapping'tool and framework for effective identification of
flaws in systems and service, from the customers’ perspective. This, coupled with analysis and
research enables the development of a tailored solution to provide the business with a holistic view
of the customer experience, systemand service flaws, as well providing recommendations and
support for improvement
 Conducting voice of staff analysis to identify issues that drive poor customer satisfaction and
negative culture. Presenting back such results and research driven recommendations to relationship
managers to drive changes in behaviours,customer experience and efficiency
 Provide regular research pack with key insightful trends / analysis of external environment activity
to inform Operations Directors & their teams to encourage innovation, constructive change and
diversification of products/services
 Drive stakeholder management across RBS Group to ensure joined up benchmarking, research and
analysis solutions are delivered to Operations businesses
 Relationship Manage several operations businesses to form strong relationships; key to providing
business focused and business relevant statisticalanalysis and recommendations
September 2007 – April 2008 The Royal Bank of Scotland (Based: Edinburgh)
Business Support Analyst, Operations
 Initiated, planned, integrated and developed internal training programme across UK wide team to
enhance skill set
 Formed close working relationships with Operations business to understand issues and successes,
providing where applicable, complaints and query analysis to support the development of customer
driven action plans
 Produced high quality detailed executive reporting, outlining business performance complete with
root cause analysis findings and next steps.Such detailed reports allowed executives to gauge
performance and strategically guide operations businesses
 Development and delivery of regular operations focused reports for day to day effective
forecasting, resource allocation and measurement against target and SLA’s
KeySkills Analysis
I am considered an expert in statistical and business analysis. I regularly use a number of statistical
techniques to identify the root cause, the impact and importance of variances in trends,drivers of
customer satisfaction as well as identification of improvement areas.
IT Skills
I am widely experienced in the use of a number of sophisticated IT packages. I have used the following
applications to produce documents,application models and presentations:
 Microsoft Office: Word, Excel, PowerPoint, Access,Project
 Dreamweaver MX  Business Objects  Minitab  SPSS
 CMT  Quality Centre  TMS  Visio
 Banking Mainframes and mainframe reports  Core banking systems
Relationship management
I pride myself on my ability to proactively approach and work with stakeholders and colleagues, to
understand their issues,concerns and needs.Through a variety of communication techniques I "bring to
life" theoretical solutions to problems and support colleagues/stakeholders to collectively find the best
solution to the problem. For me, collaborative working and appropriately engaging stakeholders is key
to the success ofany project.
Delivering change
Change is a major factor in the current economic climate, within any project I am constantly managing
the change cycle. I have an in depth understanding of not only the theoretical process to successful
change management but regularly use a variety of tools and techniques to encourage a positive emotional
change journey

4. 4
Education
Business Courses (2007 – Present)
 Communicating with impact  Assertiveness
 Analysis and interpretation of customer data  Facilitating focus groups
BA (Hons) Business Information Management (2003 – 2007) Glasgow Caledonian University
Biggar High School (1997 – 2003)
Reference
Samil Salim
Programme Manager
07793 670590
 Samil.Salim@tsb.co.uk
Mike Hill
Project Manager
07929 128596