Experience

Velindre N H S Trust
• United Kingdom
• Medical Practices
• 1 - 100 Employee
• Project Portfolio Manager

  • Sep 2023 - Present


Global Reporting Centre

• Canada
• Media Production
• 1 - 100 Employee

• Global Supply Chain Reporting Fellowship

  • Oct 2022 - Present

  To investigate the externalities of global supply chains (eg, pollution, labour, corruption, climate impact) conducting research or reported stories related to global commerce. Work with journalists in the Hidden Costs team, which includes Emmy- and Pulitzer-winning investigative reporters from The New York Times, Toronto Star, Associated Press, NBC News, CBC News, PBS Frontline and the Center for Investigative Reporting. To investigate the externalities of global supply chains (eg, pollution, labour, corruption, climate impact) conducting research or reported stories related to global commerce. Work with journalists in the Hidden Costs team, which includes Emmy- and Pulitzer-winning investigative reporters from The New York Times, Toronto Star, Associated Press, NBC News, CBC News, PBS Frontline and the Center for Investigative Reporting.



Velindre University NHS Trust

• Senior Administrator (temporary role)

  • Jul 2021 - Sep 2021

  Working with the Executive Team and Infection Protection Control Team as an interim position (Welsh Blood Service & Velindre Cancer Centre). The role encompassed working with colleagues within the Trust and across Wales as well as working with other public sector organisations. Key achievements include: - Research and analysis to complete the audit for Welsh Government Mandated ANTT (Anti Non-Touch Technique), working with key stakeholders to understand pathway to Gold Accreditation. Production of the blueprint and critical activities to enable the Trust to apply for accreditation on an accelerated timeline. - Organised events to support WHO Patient Safety Day comprising of hosting online events with external speakers including Compassionate Leadership and Human Factors. - Co-ordination and production of the annual Trust Patient Experience Report. Show less



Health Education and Improvement Wales (HEIW)/Addysg a Gwella Iechyd Cymru (AaGIC)

• United Kingdom
• Hospitals and Health Care
• 100 - 200 Employee

• NHS Wales Graduate Leadership Programme Manager

  • Jan 2020 - Jun 2021

  Responsible for creating, developing and delivering new pan-NHS Wales programmes centred on post-graduate level to identify, cultivate and nurture talent to create future leaders. Collaborative working across 13 NHS organisations/health board to develop and gain agreement for new Graduate and Internship policies, strategies and blueprints.NHS WALES GENERAL MANAGMENT GRADUATE PROGRAMME Completion of research & analysis of current/previous graduate programmes drafting proposed model, benefit analysis & recommendations.  Production of strategy & policy gaining agreement following papers to Executive Team  Active engagement & close working across all NHS Wales organisations to design trainee proposition, recruitment journey map & critical success factors Completed tender process securing new bespoke Masters Programme, partnering with University of South Wales Matured relationships with universities to promote programme & understand how to widen participation Crafted communications strategy including digital hub, social media, promotion packs & events e.g. Twitter Takeover. Social media campaign reach-38k Twitter impressions, 44k Facebook reach & 298 views of Press Release. Created new digital hub with over 700 views on launch day & 3,011 over apply period Received over 300 applications for 13 national trainee roles-demand now requires an increase to 24 rolesNHS WALES INTERNSHIP PROGRAMME  Developed a new strategy and blueprint for new Internship programme including research, analysis and recommendations paper. Executive team agreed to Pilot in 2 stages at HEIW to ascertain viability of creating a Pan-Wales programme Commencing with Easter placement for 5 undergraduates to co-produce programme as part of Student Consultancy project. Easter interns automatically offered Summer Internship position (paid). Programmes include a cooks’ tour, training courses, a mentor and an opportunity to present to the HEIW CEO about their experience. Show less

• Post Graduate Education Support Manager

  • Aug 2019 - Dec 2019

  Planned, organised and delivered the annual Sharing Training Excellence in Medical Education (STEME) 2019 conferences held in South and North Wales under the theme of 'Learning & Working Together'. - The 3 conference events were attended by over 450 NHS senior colleagues along with internal and external speakers - Plenary topics such as Training High Performing Teams, Putting People at the Heart of Leadership, Cognitive Preference as a Predictor of Clinical Speciality and Overcoming Barriers: Providing Accessible Support for Doctors in Training with Mental Ill Health. - Workshops spanned a diverse range of areas such as Burnout, Multi-Disciplinary Collaboration, AI for the Future, Quality Improvements, Peer Reviews and From Feedback to Action Plan- Evaluated feedback and produced detailed report including recommendations to consider for future events Show less


University of South Wales
• Higher Education
• 700 & Above Employee
• Anti-Slavery Student Ambassador

  • Mar 2018 - Sep 2019


Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Interim Lead Project Manager, Group Brands & Marketing

  • May 2018 - Aug 2018

  - Created plan and governance for Phase 1 of the Smarter Communications programme - Phase 1 successfully delivered with tracking of the CSRs including benefits commenced - High level plan blueprint agreed for next 5 phases with funding secured and resources agreed - Created initial roadmap for Colleague Capability Study for consideration to the senior leadership team - Worked in partnership with key stakeholders including Legal, Risk and Compliance to ensure internal policy and external regulation adhered to protect LBG reputation and preserve customer experience Show less

• Interim Lead Project Manager, Data Analytics & Reporting

  • May 2017 - Sep 2017

  - Developed and mobilised plans to migrate reports to an automated solution enabling realisation of benefits including FTE savings and alignment with strategic aims for standardisation across business units - Monitoring and management of plans for proposed changes to H2 business targets being taken to Group Executive Committee - Business lead for simplification activities and ideas for innovation encompassing education and encouragement of team to log actions visible to Head and Director of department Show less



Llywodraeth Cymru / Welsh Government

• United Kingdom
• Government Administration
• 700 & Above Employee

• Researcher, NEST

  • Jan 2017 - Apr 2017

  Creation of case studies research to assess the impact of Welsh Government funding to provide heating and insulation for free to people experiencing fuel poverty. Creation of case studies research to assess the impact of Welsh Government funding to provide heating and insulation for free to people experiencing fuel poverty.



South Wales Equality Group

• Researcher

  • Oct 2015 - Mar 2017

  Researching issues and responding to them, organising and supporting events, setting up and support of social media and recruiting new supporters and members. - Consultation response to the Future Generations Act 2015 on behalf of The Equality Trust - Organised Hustings event during the Welsh Assembly elections - Created new communications to supporters - Set-up new social media to engage supporters Researching issues and responding to them, organising and supporting events, setting up and support of social media and recruiting new supporters and members. - Consultation response to the Future Generations Act 2015 on behalf of The Equality Trust - Organised Hustings event during the Welsh Assembly elections - Created new communications to supporters - Set-up new social media to engage supporters

• Interim Lead Project Manager, Group Marketing & Brands

  • May 2016 - Nov 2016

  - Defined and managed Smarter Communications programme in response to a Financial Conduct Authority discussion paper addressing concerns about the complexity of product information. - Worked in partnership with key stakeholders including Legal, Risk and Compliance to ensure internal policy and external regulation adhered to in order to protect LBG reputation and preserve customer experience. - Developed new communication concepts, to improve customer literature and make it simpler and easier to understand, enabling customers to make better informed financial decisions. - Commissioned research to inform recommended changes, managing an external research agency and communications agency. Show less



University of South Wales Student Union

• United Kingdom
• Higher Education
• 1 - 100 Employee

• Student Voice Representative (SVR)

  • Sep 2015 - Aug 2016

  Liaise with Course Representatives, the Student Union (SU) and university leadership team to enhance the quality of the student academic experience and to enhance the quality of learning and teaching; - Acted as an ambassador working in partnership with all parties and as the elected rep on the Learning, Teaching and Enhancement Committee, to achieve the best outcome for students and the university. - Researched and built a case for options following the removal of Reading Week, presenting it to senior leaders. - Support the University and Students’ Union in encouraging and promoting enrichment activities for students. - Maximised effectiveness and enhanced knowledge, attending Student Leadership Conference, Diversity & Quality Assurance events and meeting. Show less

• Interim Lead Project Manager, Consumer Finance

  • May 2015 - Sep 2015

  - Shaped and delivered design stage for programme of change in response to Interchange Fee changes set out by the EU and UK Government, to protect income and preserve customer experience (NDAd). - Worked in partnership with third party suppliers, Group Legal and Risk to establish impacts from payment changes to understand process and develop mitigating actions including marketing and customer information. - Installed governance to inform key stakeholders, gain input and garner support for change blueprint. - Implemented mandatory change prescribed by Telecoms Regulator, Ofcom, to deliver new 0345 telephone numbers across whole of Credit Card portfolio. Resulting in no customer complaints or negative PR/media coverage. Show less

• Proposition Manager, Products & Propositions

  • Jan 2013 - Jul 2014

  - Worked with group partners including digital, risk, legal, products and marketing to define strategy plans and establish opportunities to increase penetration and grow front book, encouraging channel shift to self serve channels. - Developed compelling & differentiated customer propositions and experiences, creating business requirements, translating for stakeholders supporting business benefits to gain buy in, secure budget and resource.- Developed and managed qualitative customer research using start-up and switcher businesses using an external supplier. Made recommendations based on findings to support strategic changes for 2015/16. - Optimised customer base delivering acquisition solutions including dormancy, cross sales & retention strategies. Show less

• Senior Project Manager, Group Public Affairs

  • Mar 2011 - Jan 2013

  - Designed and delivered complex new awards programme, launching the first year of Enterprise Awards with excellent feedback, achieving over 400 applications which culminated in 8 regional events and 1 grand final. - Delivered against accelerated timelines from announcement of awards by CEO on 8th September to launch on 14th November, delivering within budget of £900k. - Created strong advocacy and strengthened relationships from the key desired sectors influencing; SMEs, media, government, education community, industry bodies and internal colleagues. - Developed a compelling and effective communication strategy using a blend of mediums including social media to enthuse, engage and influence advocacy and support – both regionally and nationally. - Achieved return on investment of EAV c£800k with secondary benefits of over 165 pieces of media, coverage to 4.7 million people and 40,000 Webpage hits that referred to the Enterprise Awards. - Effective management of external partners to help shape the awards. Show less

• Senior Project Manager, eChannels Design and Development

  • Aug 2009 - Mar 2011

  - End to end project management introducing new Local Business Manager role nationally following a successful pilot including creation of a new role specification, business readiness, sales targets and selection of LBM locations. - Created compelling and competitive customer proposition for rollout in Lloyds of BoS digital service. Management of end to end project resulting in a new to bank pilot and rollout out including new pricing model.- Constructed and articulated eChannels blueprint for complex customers segment to enthuse stakeholders, setting an agenda for harmonizing eServices and migrating users away from obsolete systems.- Strong influencing across the Group to ensure the eHarmonisation programme changes were delivered to support the needs of 1m Commercial customers and supported future strategic plans.- Designed content and managed delivery of exhibition stand at conference for 2k colleagues over 5 days, to support their education about channels that customers could use to do their every day banking. Encouraging advocacy and uplifting colleagues’ confidence to discuss channels with customers. - Acted as key stakeholder and approver for the Group Integration projects, influencing plans ensuring the customer experience was preserved and managed alongside delivery of changes for future transformation aspirations Show less



Lloyds TSB

• Senior Project Manager, Telephone Banking

  • Mar 2006 - Aug 2009

  - Shaped and managed end to end delivery of the Enhanced Sales Team pilot into Commercial Telephone Banking comprising of 5 new products and services. - Developed, designed and delivered business readiness for new security numbers and IVR service, including communications strategy to inform and educate 800k Commercial customers and 3k colleagues. - Enabled extended servicing hours which resulted in 26% of callers (1.3m calls pa) self serving leading to improved customer and colleagues satisfaction scores following successful execution of business readiness component.- Managed the relationship between the call centre and branch network resulting in improved customer satisfaction and increased customer CARE scores.- Managed a team including performance reviews, training and coaching. Show less

• Campaign Manager, Customer Propositions, Marketing

  • Jun 2005 - Mar 2006

  - Delivered the customer proposition work streams communicating to 550k customers about changes to their banking offer and charges alongside colleague communications underpinning the Business Network Transition Programme. - Created test strategy and low level plans to test data, variables in customer letter and relationship manager details which resulted in highlighting an issue with the first tranche of communications, enabling it to be rectified to preserve the customer and colleague experience. - Chaired cross party working group defining business requirements, work packages, risks/issues/dependencies, establishing governance/compliance/legal procedures & mailing house processes producing a detailed Gantt chart.- Achieved £13.5m of fee income by protecting P&L during phased delivery during the withdrawal of the services. Show less

• Senior Project Manager, Retail Telephone Banking

  • Apr 2004 - Jun 2005

  - Delivered 3 new savings products to support the drive for new income generating £1.2m pa. Monitored customer feedback & complaint data alongside colleague comments fine tuning to improve penetration and experience. - Designed and delivered testing, training and communications for 4k colleagues to ensure compliance insurance regulations, working closely with the IT Testing Programme Manger to ensure end users were actively involved.

• Project Manager, Service Management, Business Banking

  • Mar 2002 - Apr 2004

  - Working with the MD as sponsor, I delivered an enhanced Business Banking Management Information (BBMI) system which consolidated key data to business managers (3k) to provide a snap shot of customers’ performance and profitability.- Nominated by the Business Finance Director and won an award for my work delivering the BBMI system.- Accomplished testing, training and communication programme to 2k colleagues providing additional utilities to the CRM system including a contact programme and customer notes.- Assured business readiness for new Automated Triggers (leads) to uplift income and deepen relationships with customers. Completed UAT, producing training and communications to support colleagues to obtain maximum benefit.- Secured new ‘sets’ which enabled the splitting of business customer relationship groups to support the new strategy. This meant assessing and managing over 80 downstream impacts before the change could be effected. Show less

• Project Manager, Change Management

  • Jan 2001 - Mar 2002

  - Successfully carried out full system testing of RouteMap as part of the strategic Offer Programme which included production of test plans, engaging end users for feedback, managing and controlling the incident and change logs and reporting against plan/- Delivered new Start-up RouteMap on a DVD that enabled new SMEs to work through an interactive process to build their business plan. - Nominated and won a Peer Award by Head of Customer Propositions for my delivery of Start Up RouteMap.- Worked closely with external supplier ensuring all iterations of software delivered was correct and on time and ensured support processes were in place for users progressing issues to resolution. Show less

• Business Analyst, Business Systems, Business Banking

  • May 1999 - Jan 2001

  - Managed small team in Cardiff for the Delivering One Business Bank (DOBB) programme to close down and migrate Passbook Savings products to new products. Decommissioned old products ensuring communications and processes in place.- Reporting to the DOBB Director, I reviewed and recommended changes to business processes, indicative costs, impacts and risks.

• Assistant Manager, Marketing, Business Banking

  • Apr 1998 - May 1999

  - Project managed the planning, organising and delivery of conferences and sponsorship events for colleagues and customers.- Provided support to potential/existing franchisees and franchisors handing leads to regional managers.- Researched and produced monthly insight to the 50 Key Markets business managers.

• Team Leader, Retail Telephone Banking, Personal Banking

  • Sep 1995 - Apr 1998

  - Joined the Telephone Banking Registrations team as a Customer Service Officer and promoted within 18 months to Team Leader.- Supervised the processes transferred from the Southend centre being decommissioned and moved to Newport including delivery of a new night shift team.- Managed a team undertaking performance reviews, coaching and interviews.