Pete Gibson

Led discovery and analysis for a multi-region process automation programme, assessing current-state processes and translating findings into a prioritised automation backlog.

Redesigned Incident Management workflows in ServiceNow and delivered supporting dashboards, cutting turnaround time by approximately 10%. Led business analysis on large-scale transformation initiatives.

Performed analysis across global Customer Experience, Legal, Finance and Privacy teams, using journey mapping to improve end-user experience. Delivered improvements resulting in a 10%+ increase in core KPIs and reduced process complexity by approximately 40%.

Led analytical and process improvement initiatives across European operations, standardising metrics and reporting structures to improve data quality and consistency.

Chaired Process Design Change Management governance and led process optimisation and automation initiatives, including ServiceNow automation that reduced manual effort and improved data accuracy. Delivered Lean Six Sigma improvements generating over $100k in annual savings.

Led root cause analysis and post-incident reviews, and drove process redesign initiatives delivering approximately $150k in savings.

Designed problem management frameworks, operational KPIs and proactive performance reporting for senior leadership.

Project managed data visualisation initiatives to support live operational decision-making.

Completed the AI for Business program at University College Dublin.

Completed the Change Management program at University College Dublin.

Earned the ICAgile Foundation certification.

Earned the Aha! Product Management Certification.