Ashton -Louise Kirby
Deeping St James
Summary
Strategic and results-driven Data Management Specialist with a strong background in data governance, quality assurance and stakeholder engagement. Experienced in leading cross-functional initiatives, implementing data-driven solutions, and driving continuous improvement across customer and operational landscapes. Skilled in analytical insight, process transformation, and data stewardship with a proven ability to influence business outcomes through trusted data.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Experience Quality Specialist
09.2023 - Current
- Lead and perform proactive root cause analysis for country, in collaboration with Remote Analytics Specialist, to capture relevant insights.
- Perform end-to-end journey monitoring in order to secure the perspectives of the customer.
- Gather qualitative customer insight using all channels e.g. customer feedback, social media, call listening, web monitoring/replays in order to enable continuous performance improvement.
- Host calibration sessions across countries on “what good looks like” in order to define and share best practice.
- Coordinate qualitative reviews upon group request in order to provide insight in local performance and quality adherence.
- Perform qualitative deepdives, on own or group initiative, to support Remote Analytics in order to confirm data-driven hypotheses based on qualitative findings.
- Monitor customer contact and coach Remote Team Leaders in evaluating co-worker quality in order to ensure adherence to quality standards.
- Identify and prioritise learning needs for co-workers, coordinating with Sales/Resolutions, Knowledge Specialists and People & Culture, in order to ensure continuous learning and development.
Country Customer Operations and Payment Specialist
01.2019 - 09.2023
- Apply deep knowledge of operations across customer meeting points to identify operational areas for improvement.
- Review routines and Policies by process mapping and Creating Standard Operating Procedures for existing and new routines/processes.
- Lead Business Risk Assessment to identify potential risks to share awareness to key stakeholders in order for them to prepare a mitigation plan.
- SPOC for external vendors/suppliers/contractors for operational services managing contract agreements and working towards new tenders.
- Support the implementation of new activities and initiatives within customer store operations through PMO activities, status reports and performance analysis of projects/initiatives.
- Leading Monthly meetings with third party company driving commercial growth, operational pain points and opportunities for co-worker/customer journey.
- Identifying pain points for missing digital capabilities to enable customer's more options in their customer journey.
- Specialising in customer resolution/aftersales tool with the ability to collaborate with any new solutions/changes with the considerations of the holistic view of the landscape/infrastructure for the business and co-worker/customer experience.
Country systems specialist (secondment)
02.2021 - 01.2022
- Providing an holistic view and expert knowledge of processes within the business to support the Global Business Operating transformation.
- Weekly check ins for monitoring progress of action plan.
- Highlighting key stakeholders to support in Expert knowledge/preparation/ implementing new ways of working.
- Hosting working groups sessions to help support key stakeholder to become aligned and moving in the same direction toward a desired outcome.
- Challenging existing routines which lead to proposed new ways of working proposing new ways of working.
- Collaborated with Global Team and Local Team to create training material for stores and CSC.
- Business Risk Assessment to identify potential risks to share awareness to key stakeholders in order for them to prepare a mitigation plan.
- Monitoring reports to identify root efficiencies. Therefore offering recommendations at country level, allowing for continuous improvement.
Country Data Specialist
12.2016 - 10.2019
- Managing and Leading the roll out for UK and Ireland for global multiple integrations of core systems to create a single view for customers. This is was executed by weekly checkpoints to ensure all aspects of the integration are in scope ,on time and actions are completed.
- Building key relationships with all partners of the business e.g. global system owners, external consultants and third party suppliers.
- Using change and risk management processes with Go or No Go sessions.
- Lead and develop a team to support data and information management.
- Develop and maintain data quality controls.
- Leading meetings between third party and IKEA to build relationships and focus on customer centricity.
- Annual travel to global head office for BAT/UAT on digital solutions including the main CRM solutions.
- Leading local and global data stewards to allow them to make informed decisions about how to manage the data and gain business value from this.
- Overseeing the meetings to promote and support best practice in the way Information is collected and used throughout the business to increase growth.
- Identify pain points in the business by root cause analysis for numerous of global and local systems which contain Customer Information.
Education
BTEC Diploma - Media
Skills
- Data Governance Frameworks
- Data Quality Assurance
- Business Intelligence & Reporting
- Root Cause Analysis
- Data Stewardship
- CRM & ERP Systems (eg, SAMS, Oracle EDQ)
- Agile & Change Management
- Stakeholder Engagement
- Process Improvement
- Risk Management
- Training & Development
- Oracle Enterprise Data Quality
- Change Management
- Hot House Methodology (Cap Gemini)
- Agile Thinking
- Influencing and Persuading
- Inclusion and Diversity
Certification
- Oracle Enterprise Data Quality
- Change Management
- Hot House Methodology (Cap Gemini)
- Agile Thinking and Doing
- Influencing and Persuading
- Inclusion and Diversity Training
Additional Information
Hobbies- Cooking and Strength and Hybrid Training
Timeline
Experience Quality Specialist
09.2023 - Current
Country systems specialist (secondment)
02.2021 - 01.2022
Country Customer Operations and Payment Specialist
01.2019 - 09.2023
Country Data Specialist
12.2016 - 10.2019
BTEC Diploma - Media
Previous Roles In IKEA
Continuous improvement Lead 2014-2016
Quality Co-worker 2012-2014
Customer Service Co-worker 2011-2012