Experience

Ledger Bennett

• United Kingdom
• Advertising Services
• 1 - 100 Employee

• Web Producer

  • Jan 2023 - Present

  London, England, United Kingdom



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Web Content Management Specialist

  • Mar 2021 - Present

  Leeds, England, United Kingdom

• Digital Web Editor

  • Nov 2018 - Mar 2021

  Leeds, West Yorkshire, United Kingdom Responsible for the development of HSBC's global public websites (PWS) and online banking platforms, working alongside key stakeholders and product owners within digital marketing. This role requires a strong work ethic, a co-operative and collaborative approach to problem solving and excellent communication skills. - Collated monthly SEO analytics data for HSBC Malta using Dragon Metrics and Adobe Analytics. - Identified SEO opportunities and implemented keyword updates to increase… Show more Responsible for the development of HSBC's global public websites (PWS) and online banking platforms, working alongside key stakeholders and product owners within digital marketing. This role requires a strong work ethic, a co-operative and collaborative approach to problem solving and excellent communication skills. - Collated monthly SEO analytics data for HSBC Malta using Dragon Metrics and Adobe Analytics. - Identified SEO opportunities and implemented keyword updates to increase traffic to HSBC Malta pages. - Hosted weekly update meetings within the Leeds Content Studio. - Covered the planning and distribution of work to Digital Web Editors within the Content Studio. - Primary developer of online banking and security page updates and delivered training to colleagues. - Specialist for the foreign language translation process and the primary contact for external agency, LionBridge. - Responsible for the sourcing, re-sizing and placement of stock photography across all markets - Tasked with sourcing an alternative, cost-effective and exclusive stock photography website for future imagery. - Responsible for identifying Rights Managed images that are due to expire in order to avoid copyright breaches. - Implemented the new PWS Search Tool function and Branch Finder templates.

• Web Developer

  • Mar 2015 - Nov 2018

  Leeds, West Yorkshire, United Kingdom I led the development and delivery of digital content for HSBC Global PWS, Online Banking and Mobile platforms (including First Direct) through the following: - Development, maintenance and release of First Direct PWS and online banking content. - Integral to the delivery of dual language pages on Hong Kong PWS. - Updated UK/CIIOM SAAS log-on screens within regulatory deadline. - Developed GSP BAU updates for Argentina, Saudi Arabia, Jersey and Mexico. - Updated Hong Kong PWS… Show more I led the development and delivery of digital content for HSBC Global PWS, Online Banking and Mobile platforms (including First Direct) through the following: - Development, maintenance and release of First Direct PWS and online banking content. - Integral to the delivery of dual language pages on Hong Kong PWS. - Updated UK/CIIOM SAAS log-on screens within regulatory deadline. - Developed GSP BAU updates for Argentina, Saudi Arabia, Jersey and Mexico. - Updated Hong Kong PWS pages according to DCE UI Centre’s components and GUS Asset Guidelines. - Instrumental in delivering UK and CIIOM Releases 9 - 11. - Took a lead role in the resolution of live incidents - including out of hours support for key projects and live releases. - Experienced in Agile project methodology (Hong Kong PWS release). - Proactively recommended and implemented page design solutions inline with First Direct brand. - Ensured key stakeholders were aware of potential impact to customer experience and the company brand, value and reputation.

• Customer Care Advocate

  • Jun 2006 - Mar 2015

  As the highest point of escalation within the company, I was tasked with investigating and resolving complaint referrals of a sensitive nature from the Press Office, Ombudsman Legal Department and on behalf of the Managing Director or CEO. Working in a pressurised environment, I used my own initiative to balance customer satisfaction against the needs and costs to the business, whilst also protecting brand values and reputation.



O2 (Telefónica UK)

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Complaint Resolution Executive

  • Jun 1998 - Oct 2005

  Leeds, England, United Kingdom I dealt with Head Office complaints on behalf of the CEO and Managing Directors.