Alex Marsh Email & Phone Number

Sydney, Nsw, Au

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Worked with the MEU on a new website build. This encompassed communicating internal requirements to agency partners, conducting usability evaluations on wireframes and forms, and providing heuristic evaluation on design prototypes using Nielsen’s heuristics. Interviewed internal stakeholders to holistically understand the membership join processes across regional divisions. Improved email templates based on design best practices to improve loyalty and subscriber retention. • Improved UX | Conducted stakeholder interviews to better understand decision makers’ priorities. Process -mapped the website join process to improve the joining experience, created customer journey maps to communicate the joining experience and worked with web agencies on requirements, mitigating dependencies and risks.• Social Media Engagement | Increased the MEU’s follower growth by 30% on Meta social media channels by providing stakeholders with best practice user-centred social strategies.• 2% decrease in average unsubscribe rate | Designed and implemented a user-friendly email template with improved accessibility and readability.Methods and Deliverables: Customer Journey Map for union joining experience, Task Analysis, Stakeholder interviews, Website feedback, Customisable Email template.

Sydney, New South Wales, Australia

Worked with Lyka to improve their website homepage focusing on improving lead quality and customer acquisition. I conducted user interviews, desk research, surveys, usability studies, and created wireframes and prototypes. I managed multiple stakeholders and presented my design solution. The design I produced improved readability, ensured customers understood the product offering and uplifted the accessibility of the site for all users.• Uplifted ease of use | The Prototype resulted in customers having a more extensive and quicker comprehension of Lyka’s core product offering.• Decreased time on task by 59% | Customers initiated the customer acquisition journey on average 1 minute faster in testing.• Accessibility | The final report included key considerations and actionable next steps. This included centring the environmental benefits and was used by Lyka to improve the website experience.

Sydney, Australia

Improved the membership experience by providing user-centred strategies and best practices for social media, email, advertising, and marketing BAU operations. Provided expertise to drive capability uplifts, improve data and analytics. Advocated for customer-centric research approaches across the organisation to reach new audiences. Worked across the organisation to educate and inform, building teammates’ skills and understanding in digital communications.• User experience research | Conducted and designed surveys to inform user research which successfully resulted in the discontinuing of an ineffective membership program, saving internal costs, and increasing donated revenues by 34%.• Email engagement uplift | Formatted and transformed analytical data from 9 million emails over 6 months to identify patterns and make user-centred, data driven recommendations that delivered 75% increase in click-to-open rates and a 12% decrease in subscription rates. Used these insights to train team members in the benefit of a user-centred approach.• User experience content design | Led a user-centred strategy for the ACTU's Twitch pilot that resulted in the largest daily online sign-up campaign of 2021. I conducted secondary research and synthesised work from academic literature, combined with internal market research. I defined the problem statement, interviewed users to deepen our understanding of user behaviour and created internal reports and decks to persuade stakeholders and create buy-in.• CMS migration | Supported the migration from NationBuilder to WordPress working with the content team. I audited 400 pages for SEO performance, creating a content strategy that focused on scannability and utility for website users.• Capability uplift | Developed and delivered a 1-day training course on user-centred digital marketing and campaign communications for 150 people over 18 months.

Sydney, Australia

Improved the membership experience by focusing on achievable user-centred marginal gains across the digital communications strategy of the organisation. Managed digital strategy, communications, advertising, and introduced user-centred best practices and methods to increase audience engagement, campaign reach and digital capabilities.•User experience research | Advisor for an internal CRM upgrade – led observational ethnographic user research by working in the membership team for two weeks to gather requirements and define scope in support of the tender. Led solution evaluation and tender processes.• User experience design | Implemented a user-centred approach to email newsletters in the organisation. This included segmenting the mailing list to deliver more relevant content, convincing leaders to abandon a skeuomorphic letter design in favour of a mobile first accessible design.• We Won’t Wait campaign | Conducted research with front-line domestic violence workers to develop campaign materials for a campaign to enshrine 10 days of paid domestic violence in the National Employment Standards. Secured a commitment from the Federal Labor Party in 2018. From August 2023 all workers in Australia will have access to 10 days paid Family and Domestic Leave.• NDIS training scheme | Managed comms and a digital campaign achieving local and national recognition with media coverage including Q&A. Secured a policy change by the Federal Labour party to include the training scheme.

Sydney, Australia

• Provided exceptional customer service while installing new hardware, performing software installations and upgrades, troubleshooting issues and completing repairs.• Provided excellent front end support for the entire student body which included but was not limited to addressing problems with software, hardware, wireless setup, printing, account administration and networking.• Proficiently installed and configured IT equipment to ensure all technical needs are met.• Upgraded operating systems on desktops to increase end-user productivity and efficiency.• Utilised extensive technical skills to deliver general IT advice and support.

Sydney, Australia

• Provided research on casual labour and recruitment practices employed at the Sydney University. • Exposed a pernicious shell employment agency (Sydney Talent) that the University was using to drive down staff wages and conditions. Due to this work, the University was forced to back pay under award wages and shut the agency down. • Developed extensive social media strategy around current University of Sydney Enterprise Bargaining Campaign. • Developed campaign content strategy.• Provided technical and social media advice and support for union members and staff. Produced and edited video content for the EBA campaign.• Implemented a new communication platform (Slack) to improve communication and document sharing.• Developed and documented a set of best practices designed to increase engagement and amplification for Facebook Live.

Sydney, Australia

Sydney, Australia

• Delivered exceptional customer service while managing and supporting all IT and network assets within the organisation, including all mobile devices across all platforms.• Skillfully drafted and implemented various IT policies, including security, password, email and ‘BYO’ mobile devices.• Planned and oversaw migrations for various servers and operating systems and the upgrade of the wireless network.• Implemented single mobile device platform (iOS) and numerous cost and time-saving measures.• Performed hardware and software audits, leading to decommissioning and consolidation of hardware assets and implementation of decentralised redundant email solution.

Sydney, Australia

• Utilised extensive technical skills to implement and document step-by-step process for migration of all email users.• Expertly wrote documentation for the desktop team covering a wide range of email support issues.• Served as first point of contact for end users, supporting and evangelising system email features and best practices.• Efficiently performed help desk duties during peak and high-volume periods, including supporting a wide range of software applications.

Sydney, Australia

• Provided exceptional customer service while installing desktop and laptop systems for large blue-chip organisations such as David Jones and Caltex in a variety of locations.• Liaised with customers to determine essential data migration, application and specific configuration needs.• Co-ordinated deliveries, staging area and installation times to enhance installation efficiency.• Determined data and application migration requirements to ensure all requirements were met.• Backed up data for various applications, ensuring complete and accurate backups.• Installed operating systems and applications, documenting migration, installation and back-up processes, and providing ongoing support.

London Area, United Kingdom

Customer support, game security and payments.

Industry Certificate: Digital Producer

A rewarding and challenging industry validated qualification that delivered skills to develop, coordinate and manage digital media.

Content Marketing

Strategic frameworks Template reccomendations User First mapping Case Studies

Graduate Certificate In Media Arts And Production

Bachelor Of Political, Economic And Social Sciences, Sociology