Gather customer insights, map workflows and identify pain points to design user-centric solutions
Define problem statements and prioritize business needs based on customer value and organizational objectives.
Define API requirements for seamless integration with external systems, ensuring efficient data exchange.
Define GDPR-compliant processes to exclude PII from business reports.
Serve as a key contributor in modernizing Toyota's Order Management System (OMS), transitioning from the legacy AS400 framework to an Azure-based architecture capable of integrating with 25+ external systems.
Implemented Dynamics 365 Sales to streamline the vehicle order processing and enable the sales team to make data-driven decisions.
Key Achievements:
Recovered 13.5M by fixing financial reconciliation gaps and contract inefficiencies, ensuring seamless data transfer to BCA for used car sales.
Streamlined the vehicle order tracking process resulting in a better customer experience for over 70K retail customers.
Boosted data quality by 80% in six months by analysing 4106 issues, collaborating with the development team to resolve root causes, and implementing a PDCA cycle to ensure data integrity.
RPA-driven vehicle order price protection scanned 16,000 records and automatically updated any changes, saving the Fleet Localization Account Manager ~60 hours per quarter and freeing support teams and SMEs from manual error corrections.
Digitized 250,000 vehicle registrations, enhancing customer experience and helping Toyota/Lexus dealers across the UK with faster processing while saving 50+ trees, and 2.5M litres of water.