Darragh Fleming

Led user interviews and contextual inquiries to understand revenue control processes, ensuring inclusion of all stakeholders. Developed journey maps to establish workflows for upcoming revenue controls. Led workshops integrating insights from multiple workstreams into comprehensive project overviews. Prepared documentation for revenue control submission adhering to regulatory compliance. Coordinated bi-weekly meetings with external regulators and key stakeholders. Delivered Waterfall project management activities including facilitating meetings, tracking progress, and managing PMO documentation.

Facilitated design sprints and workshops with key internal stakeholders to identify opportunities to improve digital workflows of the RSA using collaborative online workspaces. Analyzed business processes, including refund policies, achieving a 47% reduction in refund queries. Researched and streamlined login and registration for RSA's online portal, resulting in a 52% reduction in related queries. Prototyped user interface designs that led to a 63% reduction in login and registration queries upon implementation. Conducted usability tests to validate portal design. Managed project deliverables and timelines within Agile framework for cancellation, rescheduling, login, and registration projects. Delivered technical presentations to internal stakeholders leading to redesign of digital service offerings.

Conducted internal user interviews and contextual inquiries for revenue control processes. Developed journey maps and led process-oriented workshops to integrate insights into comprehensive project overviews. Prepared documentation for regulatory compliance and facilitated strategic meetings with executive groups. Managed stakeholder meetings and applied Waterfall methodologies to maintain alignment across client workstreams, performing PM activities such as tracking actions and managing documentation.