Teams at Marks and Spencer

Leads AI product and software development lifecycle programs across multiple teams. Responsibilities include portfolio planning, governance, roadmap prioritization, risk and dependency management, performance reporting, investment tracking, stakeholder alignment, and coaching Technical Programme Managers to improve delivery excellence.

Own complex and escalated customer complaints from investigation through resolution. Communicate with customers by phone and in writing, gather information across teams and systems, make balanced decisions, and coordinate with stores, suppliers, and business stakeholders. Identify complaint themes and share insights to improve processes and customer experience while managing high volumes with empathy, resilience, accuracy, and sound judgment.

Leads complex analytical initiatives that generate measurable commercial, customer, and operational impact. Champions experimentation and evidence-based decision-making, identifies opportunities for AI and automation, designs and evaluates pilots and interventions, and influences business strategy through insights, storytelling, stakeholder management, and advanced analytical expertise.