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. I am well
organised and have experience of identifying, prioritising managing and delivering change
with strong Stakeholder Management and influencing skills.
My style is leadership and I operate with an analytical mind and a high degree of collaboration.
Able to work independently and with Authority as well as with a team, motivating and
providing governance and assurance where necessary. I just get the job done.
Experience and Skills
 Programme Management including governance, assurance, priority call, scheduling and
resourcing.
 Project Delivery: Full life cycle/delegated work package. Agile, Waterfall, Lean, Prince 2.
 Organizing and facilitating project meetings and ceremonies including Kick Off,
Workshops, Requirements and Progress capture, Retrospectives, Planning and Business
as usual acceptance. Turning requirements into User Stories.
 Stakeholder management from operational ‘subject matter experts’ to seniors.
 Creating, maintaining and updating all project information and reports i.e. risk and issue
logs, change requests, project plans, project budgets, project closure documentation and
working with agile tools and Burn down’s to existing standards and ad hoc
documentation.
 Ensuring the project remains on track and that the deliverable will meet the client’s
expectations and facilitating decisions to achieve this when necessary.
 Improving or new Business Processes and/ or Systems Delivery, Process modelling.
 Compliance Projects: Consumer Credit act, PCI DSS and FCA.
 Service Delivery ownership and continuous improvement for Project and Programme
Management) including mentoring and process implementation.
 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

2. CV: Susan Urquhart
Page 2
Employment History
January 2014 – December 2014; Contract- Lloyds Banking Group
Role: Project Manager/Business Analyst/Product SME.
2 X 6 Months fixed terms, independently delivering multiple Projects as Project Manager/
Business Analyst by driving action and progress. This included full customer book
notification mailing, website changes, operational processes, documentation,
Communication and all Budget, regulatory and governance considerations as quickly,
effectively and efficiently as possible. I also coached third party software delivery team to
deliver in an agile manner to give the Lloyds Bank Product manager visibility, control and
decision making options .I also offered business analyst support by documenting,
establishing and improving processes to either evidence or deliver compliance.
February 2011 – December 2013: Zen Internet.
Role: Development Project and Programme Manager
Agile/ Waterfall Project Manager/Scrum Master positioned in Systems Delivery department.
I delivered multiple systems, and system improvements with single or multiple cross
functional teams by reacting to changing priorities and delivering benefit quickly. Key player
in the companies Agile Journey as a Scrum Master and Agile coach. Responsible for
implementing Programme control and reporting.
September 2009 – December 2010: DRL
Role: Business Analyst/Project Manager:
Positioned in a System Delivery team, the role was essentially hybrid combining my BA and
PM expertise for delivery of systems and web projects relating to Call Centre, Warehouse
and Finance and delivering quickly after decisions to proceed were made.
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, relating to contact centre, finance and warehouse processes.
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