Siobhan Durcan Email & Phone Number

Sarratt, Gb

London Area, United Kingdom

Product Lead for the Customer Service AI Copilothttps://ai.gov.uk/projects/caddy/

London, England, United Kingdom

Previously: Senior Product Manager, Data Platforms October 2022-August 2023

London, England Metropolitan Area

I led cross-functional programme teams teams to build data-driven solutions in highly complex regulated and public sector settings as part of the Covid-19 response.Beacon Covid 19 ProjectGithub: https://github.com/wearefuturegov/beaconBeacon is a digital solution for managing data about vulnerable residents- originally built to help local government organise support for Shielding residents. As Product Manager, I was responsible for liaising between senior council officials, data rights experts, end-users and cyber security professionals to create alignment on priorities and requirements.Data Consultant, Data Exchange Project with London Office of Technology & Innovationhttps://loti.london/projects/data-exchange-with-the-vcs/The goal of this project was to find ways of supporting responsible data exchange between councils and grass roots organisations as part of the Covid-19 recovery. My role was also to advise on the technical feasibility of possible solutions and orchestrate the final report.Data Platform Delivery Management with Voluntary and Community Sector Emergency Partnership https://insight.vcsep.org.uk/The VCSEP are a consortium of charities led by British Red Cross, and this platform pools data from various sources in order to identify and response to need across the UK. I oversaw the delivery of the data infrastruture.

I was hired to support the Founder and CEO source and win initial clients. Within three weeks, I secured a contract worth £500k over six months and, after three months, secured an extension for £1million over 12 months.

London, United Kingdom

Improving member experience through product development and service design, and leading the implementation of agile and lean product development.

Product Manager for CRM, sales management and business intelligence tools used across multiple teams in 12 geographies.-Managed scope and roadmap conversations with senior stakeholders across 12 countries, including country Managing Directors and Vogue Publishers.-Recruitment and leadership of a cross-functional agile development team including associate product manager, UX designer, engineers and data analysts.-Supplier procurement and relationship management for off-shore development and Salesforce consultancy partnership.-Led research to validate hypothesis and assess the feasibility of creating a single product for a federated business. This involved working with potential users, stakeholders, and subject matter experts from both our sister company and external organisations as well as engaging third-party vendors.

London, United Kingdom

Customer Portal (Salesforce.com)Product re-launch for customer portal built on Salesforce communities-The tool allowed users to submit and monitor teacher vacancies , view suggested CVs and manage teacher recruitment contracts with Teach First. -User experience improvements led to 95% of schools (from 60%) opting to submit teacher vacancies through the customer portal, which reduced pressure on internal capacity and lowered attrition of potential teachers by enabling a quicker response to teaching applications. Vacancy Matching Product (Salesforce.com)Development of internal vacancy matching tool that supported users to match teacher vacancies to potential teachers. School and Teacher Customer Relationship Management Product (Salesforce.com)- Led redesign of customer database architecture to enable more frequent database updates and create a customer structure that was intuitive to users-Redesigned internal sales workflows, consolidating into one product from 6. -Brought all sales and account management teams onto a single CRM database, creating greater visibility of customer history for users and consistency in data across the organisationSales Performance and Service Delivery Dashboards (Salesforce.com)Developed a set dashboards to support operational managers to monitor delivery and manage weekly sales meetings. Sales Journey DesignCreated a sales journey to support a new marketing and account management model.TrainingDesigned and delivered a CRM training programme, covering policy, processes and tools. I delivered this to 300 account managers and senior team members. Sessions received the highest quality score across the company when benchmarked against professional training providers

London

Product Development workSchool user journey-Used website, marketing and CRM data to identify key drop-off points on the school customer journey-Worked with Drupal developers to enhance online content and application form-Developed internal CRM tool to drive changed to the internal application handling process-Ultimately this increased conversion of a school visiting a website to submitted application Geographical Matching toolWorked with pro-bono Java developers for two weeks to create a maps plug-in which allowed delivery staff to identify which schools were nearby speakers and ‘close’ talks whilst on the phone, rather than having to research school locations and call speakers backGeneral responsibilities -Maintenance and configuration of Salesforce and third party applications including Clicktools, Form Assembly, Vertical Response, Mail Chimp and Roll up Helper.-Developing Salesforce.com instance to meet business needs. Primarily through declarative tools, but with some use of Apex and Visualforce.-Data management and data migrations using Salesforce data loader.-Executing email campaigns through Vertical Response and Mail Chimp-Produced text, video and image website content covering in-school events -Analysing the success of marketing campaigns to recommend email content

Hemel Hempstead, England, United Kingdom

Bachelor Of Arts (B.A.), English Literature And Law, First Class With Joint Honours

Activities and Societies: Manchester Debating Union

Masters, Artificial Intelligence And Adaptive Systems, Distinction

I'm studying Artificial Intelligence and Adaptive Systems, with a focus on natural language processing and image processing.

Education record

Education record

Education record