Business Change Analyst

CalMac Ferries Ltd

September 2019 to Present

As operator of essential lifeline ferry services to the Western Isles of Scotland, CalMac Ferries embarked on a programme of work to improve their Ferry Booking & Ticketing experience for both staff and customers.  The 'Ar Turas' programme, which is gaelic for "Our Journey", involves a complex matrix of software and hardware services procured via public sector frameworks, combined with a revised Taget Operating Model that seeks to modernise the experience of travelling on the world famous Caledonian MacBrayne ferry network.


Key Achievements

Ar Turas Programme
Software Procurement

  • Develop the specification of requirements utilisation User Stories to identify core business requirements, and refine these to help the business identify priorities, sequences and benefits.
  • Liaise with technical representatives to document non-functional requirements.
  • OJEU Procurement documentation for ESPD & Invitation To Tender (ITT)
  • Procurement Evaluation

Ar Turas Programme
Target Operating Model

  • Led the development of a Target Operating Model for CalMac's updated ticketing function
  • Liaise with Business Change Managers and Subject Matter Experts to understand the as-is and to-be operating environment
  • Developed TOM artefacts including:
    • Operating Model Canvas
    • Organisational Models
    • People Models
    • Process Maps (Level 1 and Level 2)
    • IT Blueprint
    • Location Footprint
    • Decision Grids
    • Process Owner Grid
    • Stakeholder Activity Analysis

ePOS Project
Target Operating Model

  • Worked on a consultative basis with Change Analysts on the ePOS project
  • Led the development of a Target Operating Model for CalMac's onboard retail activities.


  • Development of user, functional and non-functional requirements, including the capture and documentation presented via various recognised models including User Stories, Business Process Modelling Notation (BPMN), Flow Charts and Customer Journey Maps.
  • Development of business process maps, for both as-is and to-be business processes
  • Supporting Programme Manager and Compliance Manager with the development of programme and procurement governance
  • Developing a full Target Operating Model proposal, in conjunction with Subject Matter Experts


  • Prince 2
  • Agile
  • BPMN (Business Process Modeling Notation)

Software / Technologies

  • Microsoft:
    • Office & Office 365
    • Visio
    • Sharepoint