Francesca Morrison Email & Phone Number

Edinburgh, Gb

Edinburgh, Scotland, United Kingdom

Squad Manager for an amazing team. Helping scale up a growing force for change in software development. Working with fantastic clients to deliver projects that create joy for their customers. Key responsibilities- Project Management and Delivery- Stakeholder Engagement and Client Relations- Squad Leadership and Development

Edinburgh, Scotland, United Kingdom

Project Manager for delivery of an organisation-wide ISO9001 Quality Management System (QMS) including a new software platform for ~150 users within 1 year, delivered to time and budget. I was then assigned as the Product Owner of ICAS’ new Quality Management System. - Developed and delivered roadmap for establishment and ongoing management of QMS- Created a community of practice, upskilling 12 specialists across the organisation- Created and documented policies, procedures and processes- Managed the installation, implementation and staff training for QMS software system- Implemented customer feedback / complaints and issue management processes- Developed an Internal Quality Audit programme, delivering 12 audits per year- Led preparations and oversaw the ISO 9001 certification by Lloyds Register- Led an org-wide drive for process thinking, procedural documentation and continuous improvement at all levels capturing 95% of key organisational processesLed delivery of a new Projects and Change Initiative to drive internal innovation and improve transparency, consistency and compliance in change management, and in the initiation and delivery of medium to large Projects.- Led delivery of the development of a SharePoint site for end-to-end initiation, management and delivery of project proposals, and of policy and procedure change.- Created a platform for all staff the opportunity to contribute ideas for internal process and product improvement (received approx. five per week)- Utilised Power Automate to trigger comms flows, automate and record approvals, and Power BI reporting dashboards- Created policies, procedures and processes to streamline and improve compliance and communication of projects and change activities- Established an org-wide Projects and Change Oversight Group to enable coordination and communication of projects and change activities across all products and services.

Edinburgh, Scotland, United Kingdom

Led cultural change incl. workshops and coaching in Lean, Agile and SCRUM methodologies to drive cross-team communication, sharing of learnings and upskilling internal staff in business analysis, project planning and delivery tools ScrumMaster - coaching, coordinating, and supporting product owners to lead delivery of six interdependent digital projects simultaneously including launch of a communities web app, organisation brand refresh, website system upgrade, content audit, and site restructure.

Edinburgh, Scotland, United Kingdom

As an Agile Delivery Lead within ICAS’ multi-year digital transformation program I led a redesign of the Regulatory Divisions data, processes and implementation of a new Microsoft Ecosystem and integration with new and existing solutions to create back-end efficiencies, technological sustainability, and improve data quality and customer experienceWorked within a cross-functional team, to deliver a complex roadmap, collaborating and negotiating with other work streams and product owners for shared resource, and to ensure consistency of end products and working practices.Acted as proxy-product owner, supported non-project experienced product owners to communicate customer requirements and created user stories Led BAU and continuous improvement of IT and Digital Projects, using JIRA to manage work and being first point of contact for external vendors.

Edinburgh, Scotland, United Kingdom

Auckland, New Zealand

Supported the Senior Product Manager in the development and deployment of the Life and Style portfolio strategy and roadmap. Working within a 12-strong Product team, I collaborated with stakeholders across the business, in particular with editorial, commercial and technology teams to develop and deliver new products and product improvements. Product StrategySupported the Life & Style Product Manager in building strategies and tactics within the lifestyle (and other related) product portfolio.- Validated hypothesise and experiments.- Engagement with stakeholders (including senior business leaders) and development teams to ensure successful delivery of new products/initiatives.- Collaborated with stakeholders to operationalise new products/initiatives. - Identified key trends and insights internally and within the market on existing products/initiatives.Product DevelopmentRan initiatives within the lifestyle roadmap and made key decisions to deliver new lifestyle (and other related) products- Built on the lifestyle roadmap with initiatives based on insight, market analysis, and alignment to the product strategy. - Worked with development teams to plan, specify and deliver new products and initiatives.- Tested new features before release, providing feedback and prioritising issues.Product ManagementCoordinated the day to day management of lifestyle (and other related) products across the product life-cycle.- Identified, monitored and reported on key metrics for lifestyle products & initiatives. - Represented the product portfolio in key meetings (both internally and externally). - Provided supporting documentation on products and initiatives throughout the product life-cycle.- Worked with other product managers to identify opportunities and align with the Life & Style roadmap

Auckland, New Zealand

Implementation & Training - Business Analysis & Technical CommunicationWorked with customers to define their workflows, organisational structure andreporting needs then helped them to configure and align the software and their work practices. Hosted 3-8 implementation/ training sessions per week.Customer Health Checks and Feedback - Customer Experience, Insights & ReportingBuilt relationships with new and currrent account holders ensuring adequate training and alignment with their business needs, updating on new features and upcoming events or product changes. I used these calls to identitify customer sentiment, gather feedback and as a chance to upsell. Feedback was presented weekly via a summary report to my team and management.Managed UserVoice Page - Customer Experience & InsightsMonitored product’s UserVoice Page. Using my knowledge of the product and product roadmap I left responses on behalf of the company via the UserVoice forum. If requests couldn’t be met within the current product I would work with our development team to determine feature suitability for the product and potentially add to the product backlog.Custom Development - Technical Communication & Product DevelopmentWhen unique customer specific functionality was required (usually around project briefing or reporting) I would create development proposals with detailed mockups and specifications for review and pricing by the CTO.Account User Changes, Suspensions and Cancellations - Customer Experience & InsightsResponded to and reported on reductions in user number and requests to suspend or cancel accounts. I would contact the account manager to find and discuss the reason so as to better understand why users leave the product and use available methods convince them to stay.

Auckland, New Zealand

Customer retention and training, technical communication.Web Content CreationCreated content about the product for a new company website. Also created a series of CaseStudy questions for customers using Google Forms then contacted customers of well known brands I’d built strong relationships with to complete a Case Study for our website.Designed, wrote and published a number of blog posts for the company blog.Designed and Updated Automated Emails / Social MediaSelected topics and frequency for sales and new customer automated emails. Designed andcreated content, structured and styled using HTML and CSS then tested using online tools toensure emails wouldn't be marked as spam by customer email clients. Managed and postedto our company Twitter account. Wrote, designed and sent bulk emails to customers forspecial events.Developed a Webinar SeriesWorked with two colleagues to design and develop a webinar series in order to reduce thenumber of one on one training sessions required by customers. After six months we reviewedand redesigned the webinars to increase attendance and better align content with customerneeds as identified by feedback. I hosted three webinars per week.In-Application HelpTo enable customers to get prompt answers to their queries and save time for our support staff wedeveloped a help tool within the application to provide step by step instructions and video guides.I wrote content, created videos and kept the tool up to date.Video GuidesCreated content for and maintained our company YouTube and Vimeo Video channels. Scripted,hosted and produced training and sales videos.Company Christmas PartyCreated an Amazing Race style team scavenger hunt around Auckland for staff followed by a BBQparty and prize-giving at my home.Health and Safety OfficerRan Health and Safety site-training for new staff . Monitored and recorded injuries and risks.

Auckland, New Zealand

Global Sales Pre-sales and post-sales support, solution design, proposal development, account set-up and configuration, ongoing relationship/ account management.Testing and Bug Reporting / Product DevelopmentOverseeing testing, delivery and communication of new features and software updates. Testing and reporting of bugs/issues found by staff or customers via JIRA. Communicating with customers and colleagues regarding findings and fix release times.

Studied Bachelor Of Engineering (B.E. Hons)

Studied Bachelor Of Computer And Information Science

Bursary