Paul has responsibility for the Customer Insights, Service Design and Business Change teams. The Custimer Insights team monitors and analyses customer trends and customer service across the Department. The Service Design team helps shape the design of new services based on customer insights and user research. These teams work together to ensure a user centric approach is taken to experience design in the Department. This Unit also co-ordinates Innovation activities within the Department.
The Business Change Team are responsible for Business Analysis & Change Management activities. The Business Analysis function works with Business Units to analyse their processes to identify any gaps or areas where efficiencies can be improved. It also acts as a bridge between IT and the Business Units when new solutions are being developed. Change Management is the collective term for all approaches to prepare, support, and help individuals, teams, and organizations in successfully implementing a change.