Senior Consultant

• Jun 2022 - Present

Consultant, Business Change

• Nov 2020 - Jun 2022

Walsall Council CAM Programme BA Discovery, Business Analyst Led and delivered a full discovery of the Adult Social Care Front Door. Facilitated workshops and meetings with key stakeholders. Analysed data and documents, and conducted research around the service. Mapped the current service and identified pain points and opportunities. Oxwell Law and Governance Project, Consultant I engaged with stakeholders from both Oxfordshire County Council and Cherwell District Councils as part of a joint Law and Governance service. Gathered customer insight, analysed data and conducted research which was used in the final report to the client. Walsall Council CAM programme, Senior Service Designer Led and delivered a full discovery and service design of Complaints and Healthy Spaces, a discovery of Registrars and a full service review of Bereavements. Managed a team of Consultants and Business Analysts to develop and document business and system requirements, analysed data and documents, gathered customer insight, identified benefits and savings and identified opportunities for improvement & growth. Facilitated workshops with stakeholders NHSX Discovery, Consultant Delivered a 12-week Discovery on behalf of NHSBSA on the Pharmacy sector; identifying potential opportunities for Robotic Process Automation (RPA), Calculated the savings that could be made for each opportunity across the sector Engaged with stakeholders such as independent pharmacies, specialist hospitals and trade associations capturing potential opportunities and pain points. Oxwell Joint Property Service, Consultant Engaged with stakeholders from both Oxfordshire and Cherwell Councils. Analysed data from the activity logs from the service, the workforce structure and budgets which were used for the technical design of the new TOM for an integrated property service. Outside of project work: Line Manager to two Junior Consultants- March- December 2021. Buddy and mentor to eight members of staff. Show less

Business Analyst, Digital Transformation Team

• Aug 2020 - Nov 2020

Led and managed the redesign of business processes to drive service improvement and ensured digital and transformation outcomes were identified and met.Worked with Licensing, Environmental Health, Planning and Building Control and Housing to map their processes and map their customer journeys.Product Owner for insight and performance, ensuring services made the best use of customer analysis, feedback, needs and performance management information in service redesign, continuous improvement and reporting. Show less

User and Service Researcher, Digital Transformation & Policy

• Jun 2018 - Aug 2020

Managed, redesigned and implemented new processes to drive change and digital transformation across services, exploring the use of new technology and implementing new ways of working.Designed and built new workflows and web forms using Jadu XFP and CXM- moving traditional public services online so that residents were able to easily transact/ report online.I designed and built the processes for reporting graffiti, bins and waste and complaints. Conducted user research to gather and analyse customer insight, and developed user personas in order to improve the customer experience and enable teams to build a deeper understanding of their users. Show less

Digital Business Analyst, Digital Transformation

• Feb 2016 - Jun 2018

Co-ordinated and managed digital projects across all services to drive continuous improvementJointly managed the implementation of a new box office system and website for the Marlowe Theatre. The box office system and website were delivered within the timescale and budget. Implemented G Suite (Google) across the council, supporting teams with equipment and training.

Lean Development Coordinator

• Jan 2014 - Feb 2016

Project Managed and delivered Lean transformation reviews for key services including Recruitment, Finance, Rent income collection, Leasehold services, and electronic filing. Achieved savings of over £120,000 (pa) for the recruitment team, reduced the number of days to process an invoice to 8 days and increased the percentage of invoices paid within 30 days from 46% to 81% by removing the amount of duplication and rework.Completed training: Lean Passport from Ad Esse Consulting

Community Engagement Coordinator

• Jan 2012 - Jan 2014

Promoted and championed customer engagement as an integral part of the services providedEditor and main contributor to mhs news Set up the Medway Digital Inclusion Partnership working with partners and stakeholders within Medway to promote digital inclusion and skills with our tenants. Vice Chair of the Kent Engagement Group (a subgroup of the Kent Housing Group) from April 2014- April 2015 representing mhs homes at the group where I developed the Kent Tenant Training Programme for 2014/15. Show less

Regeneration Project Officer

• Dec 2010 - Dec 2011

Project Managed the Rural Superfast Broadband Programme, designing the bid application process including the online guidance and application form. Administrator for the Kent and Medway bid for Broadband Delivery UK, conducting data collection from various directorates and district councils to inform the development of the bid; Implementing risk management and budget management, processing and analysing maps & data in order to progress the bid. Project Managed the Rural Superfast Broadband Programme, designing the bid application process including the online guidance and application form. Administrator for the Kent and Medway bid for Broadband Delivery UK, conducting data collection from various directorates and district councils to inform the development of the bid; Implementing risk management and budget management, processing and analysing maps & data in order to progress the bid.

Intercompany Accounts Assistant

• Jul 2007 - Dec 2010

Reconciled and reported the Monthly Intercompany Balance, submitting the figures to the Balance Sheet along with the Chief Accountant. Communicated with Clients around the world and invoiced them to ensure prompt payment was made on time for the media work Mindshare UK had conducted online, on television and in print. Reconciled and reported the Monthly Intercompany Balance, submitting the figures to the Balance Sheet along with the Chief Accountant. Communicated with Clients around the world and invoiced them to ensure prompt payment was made on time for the media work Mindshare UK had conducted online, on television and in print.