Senior Product Manager

• Apr 2022 - Present

I joined Kry Livi in a permanent role to work on another acquired product, for GP Practice Websites. I led a short discovery to refocus on creating a more commercially successful product and got the team aligned with a new product roadmap based on our findings. I established a vision and mission for the team, and clear product success metrics. I worked with the team to set quarterly OKRs to measure our progress. We shipped a number of new features and I worked with… Show more I joined Kry Livi in a permanent role to work on another acquired product, for GP Practice Websites. I led a short discovery to refocus on creating a more commercially successful product and got the team aligned with a new product roadmap based on our findings. I established a vision and mission for the team, and clear product success metrics. I worked with the team to set quarterly OKRs to measure our progress. We shipped a number of new features and I worked with Commercial to engage with practices on adoption of those features. I worked closely with Marketing, setting up Product Marketing experiments to increase sales. We won a regional deal, demonstrating that our product can be sold at scale. With the product team, I presented at our weekly UK R&D show & tell sessions, helping to build a culture of sharing work in progress to get early feedback from a broad audience. I co-organised a physical meet-up day for the remote team, including a product vision session described by one team member as “the best session I’ve had with a team in the last decade”. More recently I have taken on a broader remit for the UK market: * Presenting to the Product Managers on the UK market * Hosting sessions with Product and UK Operations to clarify the complexity of the UK setup * Leading conversations to understand strategy and product priorities for the UK I led discovery work to find out how Practice websites products could be extended to support other Kry Livi services in the UK, and how the products could support partnership opportunities in other markets. I also engaged more with the wider Product community; setting up a new book club to encourage learning and sharing of expertise among the Product Managers.

Product Manager

• Sep 2020 - Mar 2022

I joined Kry Livi as they acquired Mjog - a provider of communication tools to GP practices. I quickly gained a deep understanding of the acquired products, so I could form my own opinions on them, and present to the wider company on what Mjog is, what it does, and its potential. I navigated a complex political environment of stakeholders with differing incentives, and organisations with different cultures, to build a new multidisciplinary team. I led a tactical… Show more I joined Kry Livi as they acquired Mjog - a provider of communication tools to GP practices. I quickly gained a deep understanding of the acquired products, so I could form my own opinions on them, and present to the wider company on what Mjog is, what it does, and its potential. I navigated a complex political environment of stakeholders with differing incentives, and organisations with different cultures, to build a new multidisciplinary team. I led a tactical user-centred design approach to the acquired products, to deliver quick improvements to UX. This improved the quality of the products, so we could increase contract retention. I formed a more strategic product vision to extend the products and integrate them with other Kry Livi services. I led the technical discovery for a cloud-hosting solution and migration process, and set up a roadmap across multiple teams for its delivery. As we hired new Product Managers I brought them up to speed on these products, and then handed over responsibility for them as I took a new role.

Product Manager / Business Analyst / Delivery Lead

• Aug 2018 - Present

Workshop Lead

• Jul 2023 - Jul 2023

Business Analyst

• Mar 2020 - Sep 2020

I joined a new team working on a national service to collect data from social care providers. The data collected is used to form intelligence on the social care workforce, that can be used to inform policy. We delivered new features and made improvements to make it easier for social care providers to add data, and to incentivise them to do so more often. I rationalised and restructured the product backlog to give greater visibility of features shipped and upcoming… Show more I joined a new team working on a national service to collect data from social care providers. The data collected is used to form intelligence on the social care workforce, that can be used to inform policy. We delivered new features and made improvements to make it easier for social care providers to add data, and to incentivise them to do so more often. I rationalised and restructured the product backlog to give greater visibility of features shipped and upcoming opportunities. I helped the team to identify changes in user behaviour that may lead to improvements in KPIs, and features that may lead to those changes in user behaviour. I represented these hypotheses visually as logic models. I worked with the client product owner to deliver a public-facing outcomes-based roadmap. I helped the team, who were operating fully-remotely for the first time, to iterate their ways of working. Show less I joined a new team working on a national service to collect data from social care providers. The data collected is used to form intelligence on the social care workforce, that can be used to inform policy. We delivered new features and made improvements to make it easier for social care providers to add data, and to incentivise them to do so more often. I rationalised and restructured the product backlog to give greater visibility of features shipped and upcoming… Show more I joined a new team working on a national service to collect data from social care providers. The data collected is used to form intelligence on the social care workforce, that can be used to inform policy. We delivered new features and made improvements to make it easier for social care providers to add data, and to incentivise them to do so more often. I rationalised and restructured the product backlog to give greater visibility of features shipped and upcoming opportunities. I helped the team to identify changes in user behaviour that may lead to improvements in KPIs, and features that may lead to those changes in user behaviour. I represented these hypotheses visually as logic models. I worked with the client product owner to deliver a public-facing outcomes-based roadmap. I helped the team, who were operating fully-remotely for the first time, to iterate their ways of working. Show less

Product Manager, Business Analyst, Delivery Lead

• Aug 2018 - Mar 2020

I started this contract with a Business Analyst job title, but took on a more generalist role; defining problems, mapping services, facilitating design workshops, prototyping, and defining user research goals, amongst other things. I led on delivery of an operational service for HMRC; taking it through a rapid Discovery phase, and from Alpha through to Beta. I introduced techniques like story mapping, and hypothesis-driven development; improving the rigour of our research and… Show more I started this contract with a Business Analyst job title, but took on a more generalist role; defining problems, mapping services, facilitating design workshops, prototyping, and defining user research goals, amongst other things. I led on delivery of an operational service for HMRC; taking it through a rapid Discovery phase, and from Alpha through to Beta. I introduced techniques like story mapping, and hypothesis-driven development; improving the rigour of our research and design process. I presented to senior stakeholders as to how we progressively refine our backlog. Working towards a high-profile deadline; I worked with stakeholders and the team to agree a minimum successful release, that would enable the business team to operate, followed by a backlog of items aimed at improving the operational efficiency of the team. In 2019 I began working as interim Product Manager. Show less I started this contract with a Business Analyst job title, but took on a more generalist role; defining problems, mapping services, facilitating design workshops, prototyping, and defining user research goals, amongst other things. I led on delivery of an operational service for HMRC; taking it through a rapid Discovery phase, and from Alpha through to Beta. I introduced techniques like story mapping, and hypothesis-driven development; improving the rigour of our research and… Show more I started this contract with a Business Analyst job title, but took on a more generalist role; defining problems, mapping services, facilitating design workshops, prototyping, and defining user research goals, amongst other things. I led on delivery of an operational service for HMRC; taking it through a rapid Discovery phase, and from Alpha through to Beta. I introduced techniques like story mapping, and hypothesis-driven development; improving the rigour of our research and design process. I presented to senior stakeholders as to how we progressively refine our backlog. Working towards a high-profile deadline; I worked with stakeholders and the team to agree a minimum successful release, that would enable the business team to operate, followed by a backlog of items aimed at improving the operational efficiency of the team. In 2019 I began working as interim Product Manager. Show less

Lead Product Manager

• Jan 2016 - Aug 2018

I returned to Leeds, and switched to a product role, to build new teams and help set the direction for NHS.UK; the successor to NHS Choices, the main NHS website. With over 50 million visits a month, it forms a key part of the NHS technology strategy. * Created and led 2 new multidisciplinary delivery teams, regarded by successive directors as exemplar teams * Outlined our vision and problem statements, setting direction, and managing expectations of senior stakeholders, whilst… Show more I returned to Leeds, and switched to a product role, to build new teams and help set the direction for NHS.UK; the successor to NHS Choices, the main NHS website. With over 50 million visits a month, it forms a key part of the NHS technology strategy. * Created and led 2 new multidisciplinary delivery teams, regarded by successive directors as exemplar teams * Outlined our vision and problem statements, setting direction, and managing expectations of senior stakeholders, whilst giving the team the cover to build user-centred products: - New user journey, to meet national targets for self-referral into mental health services - New service finders for pharmacy and sexual health services, to increase chlamydia detection rate - Clearer information on GP surgeries and signposting to online GP booking services - New guidance and tools for leaving feedback and making complaints in the NHS * Agreed a set of standard KPIs for NHS.UK products, and defined conversion funnels in a non-commercial environment, to help create a greater culture of measurable product performance * Line-managed 5 Product Managers across multiple locations; providing leadership and guidance * Influenced related programmes and service teams, without direct authority over them, in order to deliver new transactional services that are part of the overall NHS.UK service * Managed multiple product backlogs, story-mapping products, and formed outcome-based roadmaps * Worked with teams to break down and refine user stories on a just-in-time basis * Assisted GDS with their trial of a continuous digital service assessment process * Blogged and spoke about our products, to actively encourage a more open, and sharing, culture

Delivery Manager

• Aug 2015 - Dec 2015

I was invited to join a new cross-organisation team of 20 people based in London, to deliver a vision and plan for the new NHS.UK service. * Carried out user-centred service design – creating proto-personas, sketching product ideas and doing user research, to deliver prototypes to help illustrate the NHS.UK vision * Worked with Product Managers to refine the product backlog, and map out the overall service * Organised the team’s timelines, and ensured they had what they… Show more I was invited to join a new cross-organisation team of 20 people based in London, to deliver a vision and plan for the new NHS.UK service. * Carried out user-centred service design – creating proto-personas, sketching product ideas and doing user research, to deliver prototypes to help illustrate the NHS.UK vision * Worked with Product Managers to refine the product backlog, and map out the overall service * Organised the team’s timelines, and ensured they had what they needed, to deliver * Planned and led weekly open show & tell sessions, and team retrospectives * Balanced the needs of the build team who were using mature agile processes, with coaching the strategy team who were learning to adopt agile processes in their work

Delivery Manager

• Nov 2014 - Jul 2015

I built and led one of the first multi-disciplinary digital delivery teams in the NHS, to transform the NHS Choices service. * Built a team that worked based on principles and good practices, rather than on a single specific methodology. * Worked with the team through our Discovery phase - adopting Lean UX principles and practices to create and test service hypotheses through rapid prototyping and user research. Gathered existing qualitative and quantitative evidence to support… Show more I built and led one of the first multi-disciplinary digital delivery teams in the NHS, to transform the NHS Choices service. * Built a team that worked based on principles and good practices, rather than on a single specific methodology. * Worked with the team through our Discovery phase - adopting Lean UX principles and practices to create and test service hypotheses through rapid prototyping and user research. Gathered existing qualitative and quantitative evidence to support this research. * Worked with the team on our Alpha phase - promoting good technical practices to ensure we delivered frequent iterations of our service for testing with users. * Built user story maps as an alternative to flat backlogs. * Shared our approach and progress with colleagues and stakeholders through show & tell sessions and blogging. * Promoted good technical practices to ensure we delivered frequent iterations of our service for user research * Built relations with senior Commissioners, and advised on GDS Service Assessment * Contributed to technology strategy, via principles, practices and mission statements * Spoke at Lean Agile Manchester conference, Interact 2015 conference, Agile Yorkshire, and BCS South Yorkshire; about our adoption of Lean UX principles and techniques

Agile Consultant / Coach

• Oct 2012 - Oct 2014

I pro-actively created a more consultative role, in order to lead improvements to delivery; leading to NHS Choices’ nomination for the 'Best use of agile in the Public Sector category' at the UK Agile Awards. * Moved from big up-front documentation to identifying user stories, decomposing them on a just-in-time basis, and working collaboratively to establish examples of acceptance criteria, leading to less wasted effort on defining features that never get built * Introduced… Show more I pro-actively created a more consultative role, in order to lead improvements to delivery; leading to NHS Choices’ nomination for the 'Best use of agile in the Public Sector category' at the UK Agile Awards. * Moved from big up-front documentation to identifying user stories, decomposing them on a just-in-time basis, and working collaboratively to establish examples of acceptance criteria, leading to less wasted effort on defining features that never get built * Introduced techniques like Impact Mapping, Story Mapping and Specification by Example * Refined our kanban process - focusing on flow of work and associated metrics to identify bottlenecks. Helped to introduce kanban at the portfolio level * Worked with commissioners to write strategy documentation around how we deliver

Software Development Team Lead

• Oct 2010 - Oct 2014

I was invited to lead a team of 12 Developers in delivery of multiple web-based products across the main NHS website. * In the first three months, rescued a high-profile release, saving us a 7 figure fine * Delivered new features into a high-availability, high capacity service - worked with our Ops team to ensure our products scale * Designed and delivered transactional ReSTful APIs – implemented PATCH requests for partial updates of resources, and integrated with… Show more I was invited to lead a team of 12 Developers in delivery of multiple web-based products across the main NHS website. * In the first three months, rescued a high-profile release, saving us a 7 figure fine * Delivered new features into a high-availability, high capacity service - worked with our Ops team to ensure our products scale * Designed and delivered transactional ReSTful APIs – implemented PATCH requests for partial updates of resources, and integrated with third-party API management tools such as 3scale * Worked closely with Product Leads to explain technical options, and to manage expectations * Ran learning lunches for the wider team e.g. Stubbing API calls using Stubby, Intro to Node.js * Incrementally introduced aspects of Scrum to my team, and promoted the changes to other teams * Mentored developers in the use of test-driven development, pair-programming, and proven design patterns. * Built code-review and more rigorous testing into the development process * Introduced reporting techniques such as burn-down charts, to help manage expectations. This evolved to a full electronic work tracking system to provide real-time progress updates on-demand * Performed root cause analysis of defects to identify causes of waste, and eliminate them * Built relationships with colleagues from other functional areas in order to agree solutions that would benefit the whole system, not just one area.

Lead Developer / System Architect

• May 2009 - Sep 2010

Provided architectural design and development leadership in a team of 8 contract and permanent developers delivering high-profile web-based business intelligence and reporting solutions. * Managed the technical delivery aspect of multiple high-profile NHS projects. * Exposed SQL Server Analysis Services OLAP cube data via a custom drag-drop web interface * Architected and developed reporting web applications using ASP.Net MVC, NHibernate, SQL Server and Reporting Services… Show more Provided architectural design and development leadership in a team of 8 contract and permanent developers delivering high-profile web-based business intelligence and reporting solutions. * Managed the technical delivery aspect of multiple high-profile NHS projects. * Exposed SQL Server Analysis Services OLAP cube data via a custom drag-drop web interface * Architected and developed reporting web applications using ASP.Net MVC, NHibernate, SQL Server and Reporting Services to present standard reports in an intuitive and attractive user interface * Delivered application architectures in line with the updated organisational roadmap. Evaluated new and existing technologies in order to take responsibility for technical decisions around the use of COTS and bespoke solutions. * Monitored defect levels and software metrics to quantify improvements made Show less Provided architectural design and development leadership in a team of 8 contract and permanent developers delivering high-profile web-based business intelligence and reporting solutions. * Managed the technical delivery aspect of multiple high-profile NHS projects. * Exposed SQL Server Analysis Services OLAP cube data via a custom drag-drop web interface * Architected and developed reporting web applications using ASP.Net MVC, NHibernate, SQL Server and Reporting Services… Show more Provided architectural design and development leadership in a team of 8 contract and permanent developers delivering high-profile web-based business intelligence and reporting solutions. * Managed the technical delivery aspect of multiple high-profile NHS projects. * Exposed SQL Server Analysis Services OLAP cube data via a custom drag-drop web interface * Architected and developed reporting web applications using ASP.Net MVC, NHibernate, SQL Server and Reporting Services to present standard reports in an intuitive and attractive user interface * Delivered application architectures in line with the updated organisational roadmap. Evaluated new and existing technologies in order to take responsibility for technical decisions around the use of COTS and bespoke solutions. * Monitored defect levels and software metrics to quantify improvements made Show less

.NET Developer

• Jul 2008 - May 2009

* Developed applications and services to transform legacy broadcast systems into a Service Oriented Architecture * Worked as part of an agile team; utilising aspects of Scrum and XP * Made improvements to build processes and system architectures * Developed applications and services to transform legacy broadcast systems into a Service Oriented Architecture * Worked as part of an agile team; utilising aspects of Scrum and XP * Made improvements to build processes and system architectures

Software Developer

• Mar 2007 - Jul 2008

* Developed ASP.Net (C#) applications for b2c websites * Collaborated with client to develop a prototype desktop sports betting widget, with a database and windows service to poll and cache third-party real-time match data * Researched new technology, and developed proposals and creative prototypes for existing clients and new business prospects * Took responsibility for project management of website development projects; organising and scheduling work for the Digital… Show more * Developed ASP.Net (C#) applications for b2c websites * Collaborated with client to develop a prototype desktop sports betting widget, with a database and windows service to poll and cache third-party real-time match data * Researched new technology, and developed proposals and creative prototypes for existing clients and new business prospects * Took responsibility for project management of website development projects; organising and scheduling work for the Digital team * Led improvements to user-interface design and Digital project processes * Development, presentation and implementation of social-networking web strategy for Manchester United project * Attended industry conferences and sharing knowledge and best-practice across the Digital team Clients included Manchester United, Thresher and William Hill Show less * Developed ASP.Net (C#) applications for b2c websites * Collaborated with client to develop a prototype desktop sports betting widget, with a database and windows service to poll and cache third-party real-time match data * Researched new technology, and developed proposals and creative prototypes for existing clients and new business prospects * Took responsibility for project management of website development projects; organising and scheduling work for the Digital… Show more * Developed ASP.Net (C#) applications for b2c websites * Collaborated with client to develop a prototype desktop sports betting widget, with a database and windows service to poll and cache third-party real-time match data * Researched new technology, and developed proposals and creative prototypes for existing clients and new business prospects * Took responsibility for project management of website development projects; organising and scheduling work for the Digital team * Led improvements to user-interface design and Digital project processes * Development, presentation and implementation of social-networking web strategy for Manchester United project * Attended industry conferences and sharing knowledge and best-practice across the Digital team Clients included Manchester United, Thresher and William Hill Show less

Lead Web Programmer

• Oct 2004 - Feb 2007

* Developed ASP and ASP.Net (C#) web applications. * Designed and built n-tier systems for recruitment and HR workflow operations. * Consulted with clients at senior management level to analyse business processes and requirements, and wrote project functional specifications accordingly. * Planned and managed web development projects from initial brief to final launch. Managed time-scales and liaised with internal development team, account managers, external clients and… Show more * Developed ASP and ASP.Net (C#) web applications. * Designed and built n-tier systems for recruitment and HR workflow operations. * Consulted with clients at senior management level to analyse business processes and requirements, and wrote project functional specifications accordingly. * Planned and managed web development projects from initial brief to final launch. Managed time-scales and liaised with internal development team, account managers, external clients and contract developers. Clients included ABN AMRO, BP, DfES, Ericsson and Interlink Express. Show less * Developed ASP and ASP.Net (C#) web applications. * Designed and built n-tier systems for recruitment and HR workflow operations. * Consulted with clients at senior management level to analyse business processes and requirements, and wrote project functional specifications accordingly. * Planned and managed web development projects from initial brief to final launch. Managed time-scales and liaised with internal development team, account managers, external clients and… Show more * Developed ASP and ASP.Net (C#) web applications. * Designed and built n-tier systems for recruitment and HR workflow operations. * Consulted with clients at senior management level to analyse business processes and requirements, and wrote project functional specifications accordingly. * Planned and managed web development projects from initial brief to final launch. Managed time-scales and liaised with internal development team, account managers, external clients and contract developers. Clients included ABN AMRO, BP, DfES, Ericsson and Interlink Express. Show less

Senior Web Developer

• Sep 2002 - Jul 2004

* Designed, built and managed web applications on Linux and Windows platforms. * Implemented extensions to open source PHP e-commerce software, including integration with payment service provider. * Designed and constructed user interfaces from initial brief to fully accessible and standards-compliant markup (XHTML, CSS and JavaScript) * Authored project proposals and tenders. Assisted with client presentations. * Designed, built and managed web applications on Linux and Windows platforms. * Implemented extensions to open source PHP e-commerce software, including integration with payment service provider. * Designed and constructed user interfaces from initial brief to fully accessible and standards-compliant markup (XHTML, CSS and JavaScript) * Authored project proposals and tenders. Assisted with client presentations.

Photographer / Designer

• Oct 2001 - Apr 2002