1. CV: Susan Urquhart
Page 1
Personal Profile
I am a Versatile, self-starting and hardworking Project Manager, Business Analyst and Scrum
Master, with a practical, pragmatic but customer and business focused approach. With over
10 years’ experience, I am well organised and have experience of identifying, prioritising
managing and delivering change with strong Leadership, Stakeholder Management and
influencing skills. I operate with an analytical mind and a high degree of collaboration.
Communication and Openness work for me as I solve problems and remove barriers.
Skills
 Service Delivery ownership including continuous improvement for maturity in standards
in Project and Programme Management.
 Project Delivery: Full life cycle/delegated work package. Agile, Waterfall, Lean, Prince 2.
Evaluating and implementing appropriate project approaches.
 Business Analysis: As a combined PM/BA role or as part of a team. As a problem solver
with highly developed analytical skills I can call on a variety of analysis methods. I have a
good knowledge of IT and the requirements the Business make.
 Organisation and Leadership: Skills in servant leadership, facilitation and introducing
Cadence and repeatability where possible and being flexible where needed. Problem
solving and barrier removal.
 Stakeholder Management: Communicating To all levels both within the organisation or
third party with clarity to promote engagement and timely decision making. Meeting,
realizing, aligning and managing Expectations
Experience
 Improvement/delivery of Business Processes and Systems Development
 Compliance/Regulatory Projects: CCA, PCI DSS, FSCS, PSR.
 Programme Management including schedule and resource.
 Third Party Partnerships: Creating and Aligning processes and systems. Brand alignment.
Successful relationships with internal business areas and suppliers.
 Site closure/transition: Relocating people and processes.
 Contact Centre, Warehouse, Finance, Business and Systems Development

2. CV: Susan Urquhart
Page 2
Employment History
January 2014 – November 2014; Contract- Lloyds Banking Group
Working as a Project Manager/ Business Analyst. Delivery of 2 Terms and Conditions
projects aligning many functions including product, finance, letters, mailing, digital,
operational processes, IT, Literature and all legal, regulatory and governance
considerations. I also delivered gap analysis as a Business Analyst on business processes
for CCA compliance and coached Scrum Masters and Product Managers working on a
third party agile software delivery to a successful outcome of self-organisation and
delivery control.
February 2011 – December 2013: Zen Internet
Role: Development Project and Programme Manager
I worked as a Scrum Master for the software development team delivering a number of high
profile and challenging business change projects and played an integral role in the transition
to and adoption of Agile delivery including influencing and coaching the wider business. I
also helped build and develop a successful, productive and mature Programme of SysDev
work which included prioritising, scheduling and resourcing.
September 2009 – December 2010: DRL
Role: Business Analyst/Project Manager:
I worked as a BA/PM for the software development team working on a number of finance,
warehouse, contact centre and web projects in a very fast moving and flexible environment.
June 1996- April 2009: Littlewoods Shop Direct:
Role: Process Analyst/Business Analyst/Project Manager
Positioned in a large change team, I typically had 2 or three roles on a project depending on
the size.
Personal Details
Health: Excellent, non-smoker
Nationality: British
Mobility: Full driving licence and own car
Interests: Middle distance running, Gym, Book Club
Contact
Mobile: 07590 244977
E-Mail: susan.urquhart105@gmail.com
References: On request