Derek Hobbs Email and Phone Number

Independent consultancy services for all aspects of Digital Transformation including culture change, Agile practice, Customer Experience and Channel Shift. Available for suitable interim roles.

A 3 month Interim position ended up as 17 month at this super organisation. New super web site and intranet thanks to the great team I worked with.

Deputy Director and Senior Civil Servant • Introduced Robotic Process Automation into DWP • Operational Lead for RPA, AI, Automated Self Service, Telephony and other Digital Efficiencies• Key player in DWP Transformation Strategy and CX Strategy Development • Responsible for Paper, Telephony and Digital Channel Strategy in DWP Operations• SRO for JSAOL, State Pensions Online, Carer’s Allowance Digital Service, Real Time Pensions Forecasting etc… Show more Deputy Director and Senior Civil Servant • Introduced Robotic Process Automation into DWP • Operational Lead for RPA, AI, Automated Self Service, Telephony and other Digital Efficiencies• Key player in DWP Transformation Strategy and CX Strategy Development • Responsible for Paper, Telephony and Digital Channel Strategy in DWP Operations• SRO for JSAOL, State Pensions Online, Carer’s Allowance Digital Service, Real Time Pensions Forecasting etc. • Driven the take-up of JSA Online from 30% to 85% and State Pensions Online from 6% to 25%• Developed a new, highly praised, exemplar Carer’s Allowance Digital service using Agile methodology that has a satisfaction score of 90% and a take-up of over 70% • Developed the first partnership link with external calculator hosted on Gov.uk providing a free tool at zero cost to the taxpayer saving >£800k pa.• Agile Service & Product Manager and Certified Scrum Master with teams running several Agile projects.• Head of Profession for DWP Digital Service Managers Show less

Developed the Strategic Marketing & Communications for the successful roll out of Automatic Enrolment pensions.Responsible for the strategic development of propositions messaging, content, positioning, customer segmentation and delivery of content for all The Pensions Regulator’s (TPR) different customer audiences and segments.

•Motoring Franchise Director for DirectGov, working with Directors in various Government Departments to develop central Government website and occasional chair of Operational Board

• Implementing and planning entire Agency B2C and B2B marketing strategy with multi-million pound budgets • Increasing Electronic Vehicle Licensing (EVL) uptake to over 55%; 22-million online customers • Increasing uptake of new Online Driver Services (DLO) in one year to over 36%• Instigated activity contributing to lowest ever Vehicle Excise Duty; evasion figure 0.6%, through the introduction of a segmented compliance regime• Achieving £67m target sales during recession for… Show more • Implementing and planning entire Agency B2C and B2B marketing strategy with multi-million pound budgets • Increasing Electronic Vehicle Licensing (EVL) uptake to over 55%; 22-million online customers • Increasing uptake of new Online Driver Services (DLO) in one year to over 36%• Instigated activity contributing to lowest ever Vehicle Excise Duty; evasion figure 0.6%, through the introduction of a segmented compliance regime• Achieving £67m target sales during recession for Personalised Registration products – 2009 • Managing and developing DVLA brand, improving agency customer satisfaction scores annually for five years• Geo-Demographic data analysis introduction, informing effectiveness of current corporate marketing strategies • Managing strategic implementation of all Agency Research and Insight activity • Introducing central complaint tracking database agency-wide for improved use of complaints • Developing research team capabilities to carry out extensive research enhancing long-term marketing proficiencies • Designing, building and strategically planning Agency’s customer insight programme, managing successful Chartermark and Customer Service Excellence applications • Introducing customer experience strategy reducing avoidable call volumes, achieving imposed Cabinet Office targets, successfully communicating to customers through forms, mailings and keyword driven adverts• Conceiving strategy and implementing Government prize draw with £500k prizes per annum donated by SEAT • Leading regional and national PR campaigns, including radio, TV and celebrity events• Developed probably the earliest, consistent use of SEO, PPC, Email marketing and social media in Government Department. Show less

• Leading research and marketing support agencies for multiple arts venues across Welsh local authorities, and leading marketing agencies’ merger to form Audience Wales • Developing customer policies and practices to include acquisition and retention, whilst designing and implementing market research projects • Liaising with South East Wales Attraction Partnerships and Visit Wales to produce annual brochure • Developing venue profiles through high level websites, e-marketing skills… Show more • Leading research and marketing support agencies for multiple arts venues across Welsh local authorities, and leading marketing agencies’ merger to form Audience Wales • Developing customer policies and practices to include acquisition and retention, whilst designing and implementing market research projects • Liaising with South East Wales Attraction Partnerships and Visit Wales to produce annual brochure • Developing venue profiles through high level websites, e-marketing skills and advanced technological knowledge, doubling consultancy income in first twelve months • Managing feasibility studies and running marketing training courses Show less