Presentation Testing the Customer Experience
How BT has revolutionised testing to focus on the End to End Customer Experience
Victoria Pearson is the Director of End to End Testing at British Telecom plc (BT). Upon joining the organisation in 2005 she commenced the consolidation of a huge testing organization, with the aim of improving and standardising testing practice in order to establish a Testing Centre of Excellence. Thereby allowing BT’s products and services to go live faster and with known confidence, while reducing the overall cost of testing and focusing on testing the Customer Experience. The Testing Centre of Excellence is now well established, with a successful model in place for offshore test execution. Victoria has also been responsible for the selection and introduction of HP’s Software-as-a-Service, providing Quality Center and Performance Centre.
Prior to joining BT, Victoria was Head of Global Investment Banking Testing Centre of Excellence at HSBC, with responsibility for testing across local, global and offshore locations, including management of all testing services such as test management and consultancy, test process development, the introduction of testing tools - Quality Center and Performance Center global tool set, and specialised performance testing and test automation service groups, as well as test environment management, test strategy, planning and execution. Whilst in this role she introduced a successful resourcing model for offshore testing, which is now being implemented, with reduced testing costs but with maintained quality for the Investment Bank.
Before joining HSBC, Victoria held a number of test leadership positions with organizations such as Cellnet, British Gas and CSC
Victoria’s industry experience is predominantly in investment banking (11 years) and telecommunications (6 years).
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