Responsible for driving customer engagement and acquisition by implementing a digital Top Tasks Methodology (TTM), defining long-term digital content and SEO strategies. Collaborates with cross-functional teams and external agencies to execute the TTM, conducting extensive research on customer priorities, requirements, and trends. Establishes strategic partnerships to implement content strategies effectively.Leads teams in understanding customer Top Tasks (TT) by designing collaborative processes using Agile methodologies. Ensures alignment with business objectives through regular management demos and continuously improved content performance through strategic delivery and promotion. Develops and implements content KPIs based on user data and research insights to measure effectiveness.Maintains compliance with regulatory standards and brand guidelines, overseeing content style and tone for all digital platforms. Manages editorial strategies aligned with the TTM, fostering consistency across delivery channels. Mentors content teams to prioritise work and conducted periodic content audits to ensure adherence to the TTM.Manages content marketing campaigns, analysing data to optimise content type and channel selection. Collaborates with business stakeholders to effectively leverage digital platform opportunities. Designs impactful thought leadership programs, particularly in employment law and HR, contributing to ongoing delivery and success.

Revitalised and guided content designers and subject matter experts to curate content tailored to customers' needs. Spearheaded the conceptualisation, design, research, analysis, creation, and implementation of innovative digital content, content marketing, and website navigation strategies, prioritising customer first and then business requirements for applications and beta website enhancement.Successfully advocated for and influenced cross-functional team leaders and C-suite stakeholders to embrace the value of customer-centric content, applications, services, and transactions. Provided coaching and guidance to copywriters, content designers and journalists to craft content aligned with customer needs and requirements, gleaned from meticulous data interrogation to unearth content enhancement and optimisation opportunities.Efficiently managed and executed user research, testing, and pilot initiatives for content and prototypes, ensuring timely and budget-conscious delivery. Conducted thorough data analysis to identify avenues for content improvement and optimisation, maintaining a consistent analytics review to comprehend customer behaviour and gauge effectiveness. Iteratively refined content and messaging strategies in alignment with customer insights and feedback.

Developed and implemented robust procedures to ensure all produced content complied with legal and regulatory requirements, while maintaining adherence to brand guidelines and tone of voice standards. Collaborated with language translation companies to deliver accurate content tailored to European and Australasian audiences.Mentored and supported new content and UX designers, fostering a culture of continuous improvement and innovation. Established and led cross-functional teams, recruiting researchers and negotiating with insight teams to develop data-driven content strategies. Ensured customer-centricity in all content and design initiatives, introducing lean Agile and Scrum methodologies to enhance team efficiency.Managed comprehensive audits and research on the HSE website and application information architecture (IA), prioritising ease of access for customers. Developed IA and content strategies informed by customer needs, and implemented processes to align IA with customers' top tasks model. Successfully migrated content from Adobe Dreamweaver to an open-source content management system, facilitating seamless content management and publishing processes.Crafted and implemented content strategies to align with organisational objectives, ensuring consistency and quality across all digital platforms. Managed relationships with directors and senior stakeholders through face-to-face meetings and workshops to effectively drive migration strategies and review processes.

Responsible for increasing the satisfaction rating by 325% for the newly written digital hubs. The increased rating was due to my content and social media strategies being driven by client needs and validation (e.g. content testing). Provided a high quality, personalised and consistent experience for all clients. Wrote online strategies to increase client awareness, growth and uptake of vital digital products and content. Managed SEO using analysis, client journeys, research, testing and feedback. Successfully designed, constructed, negotiated and set up an end-to-end (E2E) content maintenance plan.Managed, supported and motivated eight highly skilled but low motivated communications team members into a joined-up and cross-functional content task force. Set up procedures to ensure branding, styles, and tone were consistent and used across all client channels. Aligned the communications team’s development and delivery objectives with the developers, researchers, UX designers and testers so everyone produced digital assets driven by client needs.Updated and moved the digital proposition forward by designing and executing content client-centric strategies for microsites and internal teams (e.g. Comms, Technical Compliance and Stakeholder Engagement).Gained buy-in and moved digital strategies quickly forward by meeting with key C suite stakeholders and department directors. Held regular update presentations (including ‘show and tells’) where participants were encouraged to give feedback.

Rewrote the copy for various themes and sectors. Analysed and interpreted web metrics and user research to develop customer stories and personas when writing the copy and social media strategies.Managed key stakeholder relationships and resources (including agencies, developers, designers, copy suppliers and UX teams). Implemented customer-focused, factually accurate and authorised plain English that is easier to find and understand.Acted as a role model and wrote strategies to create a positive, focused and high performing working environment for six direct reports. Worked effectively with both local and remote teams.Directed copy specialists who were responsible for researching, scoping out, communicating, designing and creating online SEO copy for the website and printed publications. This copy was delivered to budget and within tight deadlines.

Won the opportunity to act as Content Consultant for the DTESB site following a competitive tender process.Remotely managed and delivered content and IA for the Australian-based business.qld.gov.au (Government) site. Recruited and managed a team of contract developers, designers and editors in the UK and liaised with key stakeholders in Australia. Rapidly gained a clear understanding of user needs; developed the user journeys; obtained stakeholder buy-in; delivered significantly improved usability and content which resulted in the site winning awards.Wrote the internal content strategy and setup procedures and processes to ensure a consistent approach. Devised new external content strategies for tools, social media and various digital products to engage businesses, customers and health professionals (with varying levels of expertise and experience) to increase their use of the site. Managed the creation, design, delivery (and/or migration) and maintenance of digital products and content. Took responsibility for managing cross-department stakeholders, process improvement, recruitment and budgets.Negotiated with heads of department and directors to change the format and style of the site content.Made recommendations (based on metrics and customer feedback) to create the most appropriate site format using plain English, compelling images, infographics, podcasts, quizzes, tools and videos.Managed multidisciplinary web teams of designers, developers and content specialists.Designed and implemented robust procedures to increase productivity within budget parameters.Identified detailed requirements across different departments at DTESB; coordinated the development of digital products and to eliminate information gaps and the repetition of development tasks. Supervised the adherence to the style guide (including UI, UX, and VI standards) and SEO for all digital channels.

In charge and accountable for winning tenders and delivering successful bids won. Specialised in influencing senior stakeholders and leading teams to deliver online; content, interactive tools, social media projects, data migration, marketing projects and user testing.Excelled in stakeholder management and the ability to influence and negotiate with 'tricky' clients, customers and stakeholders to reach goals with all round satisfaction.Specialities included delivering difficult to understand tasks and guidance into an online format, (eg plain English, interactive tool, YouTube video and/or podcast) that went through many iteration until the users easily and quickly found their task or guidance and completed them.

• Commissioned, project managed and delivered online SEO digital products; these subsequently won IT awards.• Managed third party providers and content houses to ensure the timely and successful migration of accurate, authorised and updated digital products that were rated by 94% of users as good, very good or excellent.• Maintained excellent customer retention and conversion by focusing on user journeys and providing information (both guidance and legislation) that was easy to find and understand, and which remained factually correct and current. • Managed multidisciplinary teams of online specialists to develop digital products, carry out keyword analysis, customer journeys analysis and conduct usability testing and User Acceptance Testing (UAT). • Led online marketing of products by setting up and using social media marketing, online promotions and SEO.• Continually improved and shaped the strategic direction of BL; used theme and trend analysis and market testing.• Recruited, trained, built up and guided teams to deliver various successful web-based projects.