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Niyi Oduneye

@niyioduneye

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I lead contact centre transformation and AI-enabled customer journeys across regulated service organisations.

United Kingdom

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What I'm looking for

I'm looking to lead customer operations, contact centre, and AI-enabled service transformation, translating business needs into scalable workflows, automation, and improved customer outcomes.

I've led customer operations transformation for African Tech Index 50, Retail Energy Code Company, SNG Housing Association, Thames Water, and the Office for National Statistics. My work spans customer journey discovery, service design, CRM workflows, case management, and AI-enabled service improvement.

At Ventura Business Partners, I delivered transformation work for Shell UK, British Red Cross, Burberry UK, and Monarch Group UK. I helped British Red Cross increase funding by 12% and achieve £5M+ in process-efficiency savings, while Monarch improved sales conversion by 40% and reduced invoice processing from 90 days to 3 days.

I translate operational needs into requirements, process models, future-state workflows, and Agile delivery plans. I've also led BA teams at Amazon Logistics and managed a £5m Emirates transformation programme that cut onboarding from six months to four weeks and recovered £2.5m annually.

Experience

Work history, roles, and key accomplishments

Current

Business Transformation Consultant (Interim)

Current

African Tech Index 50

Jan 2026 - Present (8 months)

Led customer journey discovery and service design for AI-enabled customer engagement and support transformation, defining requirements for automated and assisted-service workflows. Mapped customer interaction journeys, service pain points, and operational demand drivers to support self-service optimisation.

Customer Journey Mapping Service Design AI CRM Automation Requirements Engineering Process Mapping

Organisation Design Lead / Lead Business Analyst

Retail Energy Code Company

Sep 2025 - Jan 2026 (4 months)

Led business analysis for service operations redesign in a regulated energy environment, improving customer/party service workflows, case handling, and operational governance. Mapped end-to-end service journeys, operational handoffs, and escalation routes to improve service responsiveness.

Business Analysis Process Mapping Requirements Engineering Service Design Impact Assessments Workflow Automation

Lead Business Analyst

SNG Housing Association

Feb 2024 - Aug 2025 (1 year 6 months)

Led customer service transformation across housing operations, redesigning customer journeys, case workflows, and service processes to improve resolution times and service quality. Defined CRM requirements, service workflows, and business rules for customer case management and triage.

Customer Journey Mapping CRM Case Management Business Analysis Requirements Engineering Workshop Facilitation

Senior Business Analyst / Solution Lead

Thames Water

Jan 2022 - Jan 2024 (2 years)

Led business analysis for customer operations and service workflow transformation, improving service request handling, operational triage, and field-to-service coordination. Defined future-state workflows for service demand routing, case handling, and customer interaction processes.

Business Analysis Workflow Design Requirements Engineering UAT RAID Stakeholder Management

Service Design Lead / Senior Business Analyst

Office for National Statistics

Mar 2020 - Dec 2021 (1 year 9 months)

Led service design and business analysis for citizen-facing service transformation, improving customer interaction journeys, digital service access, and operational support models. Owned discovery, user story development, backlog refinement, and service workflow redesign across Agile teams.

Service Design Business Analysis Agile User Stories Backlog Management Process Redesign

Business Consultant

Ventura Business Partners

Oct 2015 - Feb 2021 (5 years 4 months)

Delivered customer engagement strategies and led global service transformation programmes for clients including Shell UK, British Red Cross, Burberry UK, and Monarch Group UK. Achieved significant savings and efficiency improvements across multiple projects.

Customer Engagement Service Transformation Process Improvement Project Management ITIL