Connie User

Promoted to Lead Scrum Master with accountability for the SM function across Commercial and Retail Business Units, leading 15+ Scrum Masters across 14 teams. Drove a 40–45% increase in on-time delivery and designed an AI-powered delivery intelligence suite of 46 agents and automations.

Defined and implemented AXA's Scrum Master Capability Framework and built the Scrum Master Community of Practice. Led Agile enablement for the Direct CSB Tribe, delivering the Swiftcover Service Model Transformation generating over £60M in value.

Served as line manager and mentor to multiple Scrum Masters, achieving a 40% improvement in delivery consistency. Drove Agile maturity uplift across two pilot Long-Lived Claims teams, reducing claim cycle times by 25% and eliminating 1,430+ hours of operational waste monthly.

Spearheaded the Family Support Hub's digital strategy, aligning platform development with user needs and scalable Agile delivery. Piloted AI-driven resource-matching tools and implemented cybersecurity protocols ensuring 100% GDPR compliance.

Led 5 Agile teams through Scrum/Kanban adoption, improving throughput by 40% by resolving 100% of blockers and dependencies. Coached 3 Product Owners on backlog refinement, increasing sprint commitment accuracy from 65% to 85% within 3 months.

Transformed mobile app development velocity by 45% through Scrum adoption, reducing release cycles from 12 to 6 weeks. Pioneered the organisation's first Agile adoption and automated Jira reporting workflows, saving 15 hours/week.

Managed projects at Metropolitan Care Services, applying project management practices to support organisational goals.

Managed HR projects, applying project management and HR expertise to drive organisational initiatives.

Volunteered as a Scrum Master, supporting Agile practices and team collaboration.

Completed a Master of Science in Human Resource Management at Middlesex University.

Completed a Bachelor of Arts in Television Journalism at Middlesex University.