Digital Content Lead | Workforce Infrastructure Team

• Sep 2019 - Present

Analyst Business Partner, Content Design (Workforce Infrastructure)

• Sep 2017 - Sep 2019

Digital Project Manager

• Mar 2016 - Sep 2017

Web Editor

• Jan 2016 - Mar 2016

I worked with the Workforce Development team to produce a new careers resource for NHSScotland. I wrote content for the new website as well as providing support to the project manager. I also worked closely with the web development and marketing agencies to ensure the project was delivered on time. I worked with the Workforce Development team to produce a new careers resource for NHSScotland. I wrote content for the new website as well as providing support to the project manager. I also worked closely with the web development and marketing agencies to ensure the project was delivered on time.

Digital Project Manager

• Feb 2015 - Nov 2015

Project Officer - Clinical Engagement Team

• Dec 2014 - Feb 2015

I worked in the Clinical Engagement Team working on papers such as:• The Clinical Engagement Strategy – this document sets out how the organisation’s strategic planning and operational delivery will be influenced by clinical communities, and how the organisation will adopt a progressive and sustainable approach to engaging clinicians in its work, and• The Clinical Engagement Compact – this is a partnership agreement between Healthcare Improvement Scotland and clinicians, or other healthcare professionals who work with us. It sets clear expectations to ensure sustainable relationships with clinical communities.I also produced workflow diagrams, to show the current steps followed when clinicians are seconded to the organisation. The existing process needed to be streamlined and cross-organisation roles and responsibilities identified, to ensure the new process is robust and efficient. Show less

Communications Officer

• Feb 2014 - Dec 2014

I initially worked on a project looking at improving the accessibility of independent healthcare, care of older people and healthcare associated infections inspection reports on the website. Part of the organisation's remit is to ensure these reports are readily available to the public.My main responsibilities included: user experience review, stakeholder engagement and management, wireframes, project management, information architecture, content review, update and standardisation and digital consultancy. Show less

Website Content Manager

• Jan 2011 - May 2014

I managed all aspects of the Kaizen Active WordPress websites, including copy, photographs, artwork, video and on-page optimisation for search. I also worked with the Management Team to produce a Digital Strategy to meet business objectives. I managed all aspects of the Kaizen Active WordPress websites, including copy, photographs, artwork, video and on-page optimisation for search. I also worked with the Management Team to produce a Digital Strategy to meet business objectives.

Digital Production Manager

• Aug 2008 - Aug 2013

Project Manager

• Aug 2006 - Aug 2008

Project Manager / Account Manager

Customer Relations Team Manager

• Apr 1999 - Aug 2006

I managed a team of 14 staff who investigated and resolved complaints sent to ScottishPower by the consumer watchdog 'energywatch'. We also investigated Chief Executive complaints and Meter Examiner enquiries. I monitored team performance in line with departmental Key Performance Indicators and lead the investigation of escalated complaints. I was also involved in the customer service staff recruitment programme for the call centres. I managed a team of 14 staff who investigated and resolved complaints sent to ScottishPower by the consumer watchdog 'energywatch'. We also investigated Chief Executive complaints and Meter Examiner enquiries. I monitored team performance in line with departmental Key Performance Indicators and lead the investigation of escalated complaints. I was also involved in the customer service staff recruitment programme for the call centres.