Emma Lyall Email & Phone Number

Outcome-focused and human-centred, Alchemy Solutions is a professional services firm that creates sustained change and delivers value for corporate, government and small to medium enterprise clients around the world.

Victoria, Australia

• I drive the people, engagement and strategic alignment for transformation projects to support WorkSafe's mission to reduce workplace harm and improve outcomes for injured workers. Responsibilities:
• Lead change management delivery and strategy across a large program of work to ensure changes are driven by technology, processes, operating model, corporate strategy and government directives are seamlessly integrated.
• Develop and implement effective end-to-end change management plans and interventions for Prevention CRM program of work
• Drive strategic change initiatives to ensure operational change readiness is high
• Leadership for junior team members and cross-discipline peer-mentoring Achievements:
• Delivered transformational project to improve security, reduce risk and centralise data management of RTO applications processes. 60% of users had transitioned from legacy licence application system to the new tool.

Melbourne, Victoria, Australia

• I identify and drive uplift activities using my unique blend of thought leadership, coaching, strategic thinking, commercial knowledge, and human-centred design skills. Together with customers and internal.
• Lead and architect strategy for customer experience uplift, including deepening the understanding of customer, reducing barriers for internal stakeholders and customers, and delivering value for government and.
• Design and deliver projects with and for internal stakeholders and customers, to drive experience uplift across process, people, and technology using co-design methods
• Voice of Customer and Voice of Employee programs of work to facilitate ongoing insights gathering
• Consultation for and delivery of projects with PMO using traditional and agile methods
• Provide executive leadership and senior stakeholders with high quality business intelligence and actionable insights based on comprehensive research and investigation

Melbourne, Victoria, Australia

• Acting as an advocate for the voice of customer, I delivered technical solution proposals to solve bespoke business problems for agencies and departments across Whole of Victorian Government (WoVG).Responsibilities:
• Developed proposals for cost-effective technical solutions to meet customer needs
• Aligned solutions with existing and proposed architectures, designs and standardsAchievements:
• Designed and delivered a centralised knowledge base for presales teams in Infrastructure and Workplace Applications to standardise process, implement templates, and improve productivity
• Delivered a prototype and future designs to support technical debt reduction and implement real-time knowledge of hardware, software, knowledge, and risk assets. The prototype and plans were used by the Service.

• Responsibilities:
• Define and champion the User and Customer Experience across Jobs Victoria (JV) digital products and suite of services
• Discovery and design of strategic linkages between siloed programs and services
• Project management, scoping, prioritisation, reporting and governance
• End-to-end project delivery for design and experience of digital products
• Leadership and coaching for junior team members Achievements:

Melbourne, Victoria, Australia

• Representative for Business Unit in Risk and Governance Committee for DJPR Employment and Inclusion Group Responsibilities:
• Contribute to committee meetings-raise, discuss and resolve risks, issues, and decisions across government group
• Liaise with Executive Director, Director and Managers on risk identification and management for Business Unit
• Provide support to Business Unit
• Complete documentation and regular reviews

• Responsibilities:
• Seek out, analyse and distil information to apply and translate knowledge for target audiences across Jobs Victoria (JV)
• Define and scope alignment and improvement opportunities to process and digital productsAchievements:
• Created an operating model to establish data and reporting framework
• Researched the digital employment tools landscape to create an infographic and inform executive-level strategic discussions for JV
• Presented data privacy requirements to internal stakeholders using human-centred design principles to effect change in Hotline/Advocates initiative

• Responsibilities:
• Workforce planning for the COVID-19 Public Health Response
• Process improvement and business-as-usual alignment
• Reporting and workforce analysis, stakeholder management
• Coaching and development for junior team members, peer-leadership within teamAchievements:
• Led project and change management for roster change process automations

• HotDoc is Australia’s leading patient engagement platform. We help practices strengthen their relationships with patients and improve practice efficiency. The purpose of my role is to improve our internal processes and.
• Deliver projects directly impacting continuous improvement of day-to-day operations and implementation of long-term strategies
• Process and customer-journey mapping, tooling and improvements, change management
• In-house Privacy Officer including operational risk & compliance, contract drafting, and liaison with external counsel
• Internal communications development and executionAchievements:
• Designed and implemented an end-to-end customer onboarding system. Achieved a 95% efficiency gain to internal touchpoints and customer communication, and 98% reduction in errors

Melbourne, Australia

• Responsibilities:
• Provide workforce planning and operational and administrative support for Maternal and Child Health and the Aged and Disability Community Care divisions for local city council Achievements:
• Designed 12-month workforce planning projection for council clinicians
• Delivered compliance audit for clinician capacity and productivity

Melbourne, Australia

• Responsibilities:
• Office management, facilities management and executive assistant duties for CEO for a marketing company providing targeted lead generation and prospecting marketing services
• Workforce planning, sales reporting and people leadership for 55 Account Managers across 20 projects
• Payroll, Accounts Payable & Receivable, debt recovery, event coordination, OH&S, policy/process writing Achievements:
• Coordinated office relocation project for 40 staff, within budget and on time
• Achieved 100% of agreed customer Service Level Agreement (SLA) for resource allocation, delivered leads and reporting across all projects over 3-month period

Melbourne, Australia

• Responsibilities:
• Provide business development and executive assistant duties for executive leadership team
• Office management, front-of-house, events and budget management for 50 staff across 7 locations
• Accounts reconciliation, fleet vehicle and travel managementAchievements:
• Coordinated office relocation project for the satellite office in Ballarat, Victoria, within budget and on time
• Achieved 100% of quarterly SLA targets for WH&S audits across all sites

Melbourne

• Quality for Dimple is providing continuous improvements on the gold standard of service delivery. Compliance is ensuring our gold standard service covers every aspect of governance for our clients, our podiatrists and.
• Quality management for service provision
• Facilitation of quality assurance audits
• Review of internal policies, standards and code of conduct
• Reconciliation between company and industry standards, code of conduct and policy
• Liaising between departments to facilitate and promote continuous improvement cycle

Melbourne

• My Dimple career started as a junior podiatrist where I quickly climbed the podiatry ranks until my promotion to State Service Delivery Manager in June 2014. As State Service Delivery Manager, my purpose was to provide.
• Performance management, proactive and reactive
• Quality and compliance of service provision
• Schedule and productivity optimisation
• Induction training and coaching, up-skilling of individual podiatrists
• Complaints resolution

Various

• As a clinical podiatrist, my role was to provide assessment, treatment and advice on lower limb related ailments and concerns. Responsibilities:
• General, paediatric and geriatric podiatry
• Biomechanical and sports-specific podiatry
• Minor surgery - ingrown nail permanent resection, wart treatments
• Chronic disease management as part of a multidisciplinary team eg. Diabetes
• Residential Aged Care Facility and house-call domiciliary services