TalkTalk was developing a new customer journey to enable Full Fibre to the Premises (FTTP) installation. The project had multiple dependencies, including a high-profile, multi-million marketing campaign. Then, the COVID-19 pandemic struck, creating significant challenges for the team and the project’s delivery.

I was tasked with leading the team through the disruption caused by the pandemic while ensuring the successful delivery of the FTTP customer journey, maintaining stakeholder confidence, and managing project risks.

• Team Support: Prioritised the wellbeing of team members by checking in on their health and family situations. Ensured they had the necessary tools and kits for success, offering additional support where needed. Conducted 1:1s, including walking meetings to maintain engagement and morale. Organised online social events to foster team camaraderie.
• Stakeholder Engagement: Increased delivery assurance by providing stakeholders with regular updates and more transparency on progress. Held more frequent catch-ups with programme and delivery managers to maintain alignment. Stayed strict on scope control to prevent scope creep and keep the project on track.

The project successfully launched on time, overcoming the challenges of COVID-19. This not only ensured the FTTP customer journey was delivered as planned but also contributed to a more positive and engaged working environment for the team.

• agile delivery
• Delivery management
• risk

• Organisational Agility & Effectiveness

• Telecommunications