Working on the end-to-end content journey in public services to help users complete their goals • Developing content strategy and solutions for cross-government content projects • Responsibility for content quality and managing and mentoring junior content designers • Writing and mapping user stories, assuring quality and reviewing the work of others • Making recommendations to the Digital team on designing government & public service sites

Create accessible GDS standard content that helps users complete their goals. My work involves creation of, or change to, a transaction, product, or content that stretches across digital and offline channels.· Design clear and accessible content, ensuring this is shown to a user in the right place and the best format· Work in Agile development teams, collaborating with user researchers, business analysts, and interaction designers among others· Help shape the approach to content across the organization, drawing on my thorough understanding of best practices e.g. by networking with other Content Designers, reading relevant blogs, using social media and events to link up with people.· Be a champion for the council’s user-focused approach, and specifically for content design as a discipline, promoting the benefits of this approach across the organization· Work closely with internal stakeholders, including product owners, to define and write content that meets user needs and satisfies business and statutory requirements, using evidence to explain decisions made.· Understand and apply content lifecycle and continuous improvement best practice

Part of the newly formed Connected Working team within the council. Opportunity to develop our own in-house visual management system which has been spread across the council working with various services and teams. • Trained and coached managers and teams on better ways of working and an overall collaborative process that empowers people to realise their potential through building awareness, responsibility and action toward positive, lasting change. Developed more transparent and effective ways of working and collected diagnostic data to help keep up with results. Originally it was formed as Perform + which is a coaching programme that optimizes what managers and their teams do, how they do it, and the tools they use. A strand of PwC - It's a behavioral change approach that drives performance improvement and develops capability to create an environment of continuous improvement.

Lead development of web content strategy in support of the council’s wider digital agenda. • Supported a transition to more centralised management of website development and publishing, ensuring consistency, quality, and alignment with corporate priorities. • Provided expert guidance and advice to officers and members regarding online services, their purpose and implementation, monitoring compliance, and reporting performance. • Developed the plan and timetable for website content migration, spanning council services, news, and leisure. • Produced new web content that is accurate, easily understood and optimised for search engines. • Worked with IT and services to design customer journeys and transactions that are fast, intuitive and deliver customer satisfaction.• Overseen the phased launch of service-by-service areas of the new site. processes. Ongoing content management of new website and online marketing.

- Working with computerised systems.- Knowledge of IT systems and programs designed for data entry, letter writing and permit processing.- Experience of writing detailed letters and responding to complaints, general enquiries and appeals.- Making sound decisions relating to eligibility and relay this in written responses.- Experience of dealing with incoming and outbound correspondence, managing databases and records- Ability to take calls from the public to answer queries and challenges to decisions and complaints.- Provide the highest level of customer care for a team dealing with all aspects of parking services including complex and contentious cases.

Part of the Commonwealth Games project - Discovery and Research PhaseLegislation has been introduced that requires councils to adopt new accessibility guidelines for its websites. • Birmingham’s main website, plus any other associated council sites (currently numbering around 250) needed to be brought up to the new standard. • Carried out a review of all 250 sites - focused firstly ascertain ownership for each site and find directorates responsible for these.• Organised short question/answer meetings to gain a wider insight, this was done in the first instance via corporate communicate engagement exercise. By presenting strong communication skills, I gained a great insight of make-up of the entire council. The project delivered some key messages with regards to the review of the digital platforms across the council and intentions in reducing the digital footprint as well as closing sites which are deemed as not required under the review criteria. The communication will request directorates to come forward on the ownership of the websites so that I engaged with the directorate representatives during the review. I presented strong and effective communication at this stage as the activities for stage 1 were to review and decommission, leaving on the websites which the council needed to keep and carry forward into stage to and review accessibility and security as part of the scope. I worked within a team of user researchers and frequent contact with the web team. Focused on understanding who the users are within each service related to the websites and how the discovery journey starts and finishes.