Mike Brown Email & Phone Number

London, England, United Kingdom

➤ I lead on the strategy and delivery of the assets that drive our customer service experience, across – self-serve help journeys; sales through service; social media; assisted service channels.➤ Leads on NOW's Operational Change Delivery function, making sure business readiness is delivered, aligned to wider NOW and Sky roadmaps.➤ Designs and champions customer digital self-service within the Sky Group, showcasing our journeys, assets and results to a senior level.➤ Works in collaboration with a range of teams across NOW, Sky and wider Comcast, planning and delivering for our key commercial moments throughout the year, and how we bring them to life within our digital channels. ➤ Leader to a diverse team of content creators and project professionals – copywriters / instructional designers / graphic designers / media producers / comms designers.

London, England, United Kingdom

I led a team of content creators, but also expanded my remit to include overall Learning and Engagement delivery – from performance management to strategy creation.➤ Managed performance of employee engagement and learning.➤ Produced engagement strategies for teams of 500+➤ Improved brand perception by introducing new ways of working with wider Comcast/Sky PR teams.➤ Introduced consistent design standards across our output.

London, United Kingdom

Working within Operations at NOW, I led a diverse team responsible for the design and delivery of communication, learning and knowledge resources, for both internal and external teams.This included copywriting, video & motion graphic production, infographic design, and blended learning solutions.➤ Increased customer NPS via designing and delivering improved employee training.➤ Lead on creating consistent day-to-day messaging to our internal teams by defining design standards.➤ Expanded team remit by delivering efficiencies in output.➤ Designed and launched a company-wide mentoring programme. Delivering a solution to the problem of finding the right mentor.

London, United Kingdom

I designed and developed digital learning resources and blended face-to-face training for NOW's international teams. I also produced communication resources to support employee engagement strategies.➤ Design and development of learning resources➤ Engagement strategy development➤ Infographic design➤ Video & motion graphic production➤ LMS/CMS management➤ Adobe Creative Cloud utilised on a day-to-day basis➤ Train the trainer facilitation➤ Training analysis & measurement ➤ Company wide stakeholder and SME management➤ Agile working practices

Newcastle Upon Tyne, United Kingdom

Leadership of a training and support team. Day to day management of support services, training, business, and education events. Four years top of UK for customer satisfaction. Currently designing and developing training experiences for existing retail employees.Responsibilities include:• Delivery of group training (from 2 to 50 people)• Delivery & organisation of existing employee training• On-boarding of new employees • In-role coaching of multiple retail teams• Delivery of distance learning via Blackboard & WebEX Training • Workshop and training program management for consumer and business• New training project management• Organisation & delivery of business events• Design and development of new training for existing employees

Cupertino, California, United States

Training design and development for Apple Retail. Selected from a worldwide pool of trainers to take on this role. • Instructional design for Apple's 400+ retail stores• Design, development and piloting of new training for Apple retail employees• Prince2 Project management principles utilised through all projects• Utilisation of ADDIE training model• Employee behavioural, skill, sales & technical knowledge based training• Leader-led training & self paced interactive modules• Advanced document and presentation authoring in Powerpoint & Keynote• Continued collaboration with editing and globalisation teams in 18 languages.• Remote working between UK and U.S

Newcastle Upon Tyne, United Kingdom

Responsibilities included:• Delivery of group training (from 2 to 50 people)• One on one training (wide range of backgrounds)• Delivery & organisation of existing employee training• On-boarding of new employees • Presentation authoring• In-role coaching of multiple teams • Day to day management of team schedules• Workshop and training program management for consumer and business• Organisation & delivery of business events• Analysis of consumer & business feedback on training events

Newcastle Upon Tyne, United Kingdom

Training users of Apple products and software.• A trainer of all Apple Hardware and Software• Small and large group facilitation• Apple Certified Professional in Mac OS X, iOS & Apple's professional applications • Delivery of end user training • Delivery of B2B training • Employee training • Train the trainer facilitation

United Kingdom

Designed and developed web sites and graphic identities for small businesses. Worked with clients to improve their online presence, recognising their needs and creating content that communicated their brand. Provided training to clients on how to use their new websites and branding effectively.Utilisation of the following software throughout this time:• Adobe Dreamweaver• Adobe Photoshop• Adobe Illustrator• Coda• WordPress• Google Sketch Up