Richard McGregor
Exceptional business analyst, designer, architect and cyber professional
...Quality is not an act, it is a habit... (Aristotle)
Richard McGregor
Exceptional business analyst, designer, architect and cyber professional
...Quality is not an act, it is a habit... (Aristotle)
Dr Richard McGregor
Exceptional business analyst, designer, architect and cyber professional
...Quality is not an act, it is a habit... (Aristotle)
BA (Hons GG MBA MCySecOps PhD
PROJECTS
Richard’s key strengths lie in delivering expert advice and quality outcomes in the process, business analysis / architecture, cyber and improvement space. He has extensive experience in analysis within strategic and multi-silo transformational projects end to end – from scoping, strategy and business case development, through to requirements gathering, feasibility, process and systems design, implementation, extensive testing, launch and post-delivery benefits realisation.
Richard has proven experience in developing effective working relationships throughout all organisational tiers to spearhead the delivery of strategically aligned initiatives, and is recognised for his professionalism, exceptional leadership, commitment to excellence, innovative problem solving, learning mindset, negotiation skills, and ability to effectively communicate with management, delivery partners and end users.
Former Projects Exemplars
Delivering EQUITY
ADDRESSING CUSTOMER EQUITY ACROSS THE IAG CUSTOMER COMMUNITY
The purpose of IAG's 'Equity Program' was to uplift IAG's capability to serve all customers in an equitable manner, thereby meeting all of ICA's GICOP expectations, coupled with a goal to operationalise the 'IAG Group Customer Equity Framework' and 'Family Domestic Violence' policy which seeks to drive the provision of world-leading inclusive and equitable customer experiences. Objectives included delivering consistency, streamlined workflows, uplifting the experience and security of vulnerable customers, and to implement controls designed to provide transparency, monitoring and reporting.
SPEECH
Recognition
UPLIFT OF CALL CENTRE CUSTOMER INTERACTIONS - IN REAL TIME
A significant portion of customer interactions within the IAG eco-system occur within call centres. This discovery effort focused on determining status quo of speech recognition solutions across all silos, identifying drivers and impediments, as well as articulating potential benefits and leverages of delivering an enterprise-wide speech recognition platform that records, provides real-time analysis and performance insights, facilitates robust identification and fraud detection capabilities, emotions detection and training.
Digital
Transition
MOVING FROM A SERVICES-BASED OPERATION TO A DIGITAL PRODUCT COMPANY
In order to target a wider User niche for 'Jalapeno' - CAPSICUM's (now Capsifi) core business architecture and modelling tool - CAPSICUM pivoted away from larger consulting services to a nimble, digital product environment. This meant conceptualising and operationalising a number 'digital transformation' initiatives including revisiting and integrating the customer journey into the online / website experience (including training, licensing / User permissions and digital asset management). My role included responsibility for mapping out the digital asset management and scoping the extent of effort to deliver content online and within the Jalapeno tool itself.
HUB
THE 'CREDIT HUB'
The ‘Credit Hub’ is Experian’s online portal for their clients to access and manipulate their credit information held by the bureau. In the initial phase this incorporates the ability to add and update Default data, as well as a total UI redesign to improve the user experience. My role included writing the Concept Paper, the Requirements Specification Document, the Detailed Requirements Document and managing these through the compliance and approval processes. I was also responsible for establishing the project management framework for this major initiative.
CREDIT report requests
ONLINE CONSUMER AND INTERNAL CREDIT REPORT REQUEST 'BULK' SOLUTION
In order to reduce manual intervention, improve quality and efficiency, Experian launched an initiative to automate the consumer and internal credit report request processes. My responsibilities included development of the Concept Paper, all requirements gathering and documentation, compliance and business approval, QA and managing implementation.
mEthOd
oLoGy
CONCEPTUALISE AND DEFINE NEW PROJECT METHODOLOGY AND PRIORITISATION PROCESS
As a new operation, the credit bureau in Australia has been dependent on overseas teams and processes for all of its software development. This has proven to be an ineffective strategy. With the advent of a dedicated development team in Kuala Lumpur, the business has demanded a ‘new’ set of methodologies and prioritisation processes / tools. This was my remit and is now approved, documented and implemented throughout Credit Services.
Testimonials
'I have worked with Richard for the past four years during which time we have successfully completed numerous business projects together, with Richard leading the business analysis and project management functions. From business start-up, systems development and testing, process and procedural creation and documentation through to process re-engineering and training deliverables, Richard has shown great enthusiasm in project managing all aspects of the business.
Richard’s open, honest and humble communication style lends well to all forms of communication and is appreciated at all levels. With a ready smile, intelligence and straight forward approach, Richard is able to convey complex methodologies across large groups of people while still maintaining the overall integrity of project deliverables.'
Christopher Cooper, Client Services Manager, Experian
'No-one understands driving a business agenda to successful delivery more than Richard. He has a unique blend of clear and effective communication skills along with intuitive stakeholder engagement leading to him being involved in some of the impactful key strategic initiatives that Experian has embarked on.
He pays great attention to delivering detailed requirements and yet is able to explain clearly and concisely what needs to be done to all levels in the business. He can quickly disseminate the abstract into deliverable projects and product developments. He has an innate curiosity to find solutions and build processes to ensure not only that delivery occurs on time, but that the end results showcase the customer needs in their entirety. He has a pure innovation streak running through his veins and is tireless in finding new ideas to bring to the table that bring business benefits to Experian.'
Deborah Stockings, Global Marketing Lead, SAI Global