Senior Delivery Lead

• Mar 2023 - Present

Delivery Lead

• Aug 2021 - Mar 2023

National Delivery Manager

• Oct 2020 - Aug 2021

Leading on the delivery of cross-government digital transformation programmes. This includes; running programmes via an agile (SCRUM) approach, leading a multidisciplinary team, identifying and strategising mitigation remedies to risk, setting up effective governance measures, engaging with assurance reviews, quality management, developing business cases including setting up benefits realisation metrics, effective stakeholder management across the organisation, supporting user research to lead on the development of digital products/services end-to-end (inception-launch-in-life) and working with developers on Behavioural Driven Development (BDD) testing. Show less

International Engagement Partner

• Feb 2020 - Oct 2020

Lead on the support of countries around the world with their digital transformation journey. Supported, educated and coached budding delivery managers and civil servants in other countries to create and improve vital digital government services. Worked with multidisciplinary teams to create, support and continuously improve products that helped countries to achieve their aims and improve people’s lives. Responsible for the high performance of a highly-skilled multidisciplinary team delivering a specific product, service or transformation.Acted as a core point of call to decisions that built high performing teams, which excited people about the work they were and are undertaking.Effectively delivered complex digital projects, breaking down barriers for the team and planned at a higher level as well got into the detail to make things happen when needed. Show less

Senior Manager, Strategic Data Partnerships

• Aug 2018 - Feb 2020

Positioned within the Advertising & Media arm of BT. We’re in the business of helping advertisers reach people with real, measurable impact throughout the customer decision journey. By driving revenue from third party advertisers across BT’s media assets, we’re one of the UK largest media businesses.

Transformation Consultant, Automation - BT Group

• Dec 2017 - Aug 2018

BT Group - Strategy and Transformation.BT Group is an in-house consultancy reporting into the CSO that works with business unit CEOs and managing directors to deliver large-scale transformation programmes – with significant bottom-line and customer experience impact. As a team, we deliver £500M+ of savings on an annual basis and have delivered c£2bn of benefit in the last 4 years. Here, my team is focussed on the strategy, change management, roadmap and implementation of Robotic Process Automation (RPA) across BT. Show less

Strategy and Propositions Manager

• Sep 2016 - Dec 2017

I lead on a variety of business development initiatives; strengthening existing and identifying new external partner relationships, as well as seeking and developing key internal relationships for cross-selling/managed services purposes as part of a consultative sales approach.

Student Recruitment Coordinator

• May 2016 - Sep 2016

Recognised for consistently delivering excellent customer service and building great rapport, I received a promotion to move into this role. Here, I lead on marketing campaigns to strengthen University student recruitment. I managed the marketing calendar for 3 (of eight) Schools within the University, through a range of organising and hosting recruitment as well as outreach events, producing collateral, attending UK-wide UCAS events and producing as well delivering presentation and speeches to school children, prospective students, parents and teachers. I presented progress quarterly to the senior leadership team.I managed a team of eight student ambassadors, assigning them job duties in line with their availability. During the busy University 'clearing' period, I managed the enquiries of the busiest School within the University. Through training the student ambassadors to provide accurate yet efficient service via the telephone to prospective clearing students, I handled all escalated and/or complex enquiries. Show less

Course Information Advisor

• Jul 2015 - May 2016

Working within the Customer Relationship Management team, to lead on student relationships - increasing University student recruitment. This consisted of a range of face-to-face, telephone and email marketing as well as advising. Alongside handling queries end-to-end, I supported the seasonal go-to-market marketing collateral and ensured timely delivery of these measures (both digital and hardcopy) at the correct time throughout the recruitment cycle. Systems used; Tableau and SurveyMonkey. Show less

Customer Service Specialist

• 2014 - 2015

Customer Service Specialist (Refunds and Exchanges)

• 2011 - 2014