Championing the Digital Service Standards for Wales and supporting the Welsh public sector to work towards adopted principles and standards

Leading a team of delivery experts to support the welsh public sector to design and deliver better public services - services which are designed around the needs of the people who use them.

I design and deliver better online services for Suffolk County Council customers. This includes improving existing online services as well as moving offline services online, with the goal of improving customer experience and delivering best value. As a qualified Agile Project Manager I deliver solutions through a continual process of testing and learning to ensure we deliver the best end product. My role as user engagement lead within the team means that I make sure that myself and my colleagues put users at the heart of this process through thorough research, consultation and testing throughout. This all requires me to build strong relationships with colleagues and external partner organisations, working with them to identify opportunities for delivering improvement. This includes mapping existing business processes and identifying existing issues and blockers, developing user stories and understanding the technical requirements of the business, working with the business to design a better customer and business experience, and communicating all of this to our development team to ensure that the solution delivered is fit for purpose.

Delivering high-profile projects that focus on improving outcomes for children and young people in Suffolk. Stakeholder engagement and communications planning and delivery are a key part of this role.

The East of England Co-operative is an independent co-operative business with over 230 stores across Norfolk, Suffolk and Essex, covering a range of retail businesses (food, funerals, travel, optical and pharmacy). As Digital Manager I was responsible for the organisation’s digital communications strategy as well as managing online content and channels, including social media, web and email. I also managed external agency partners to coordinate our PPC, SEO and web development work, and measure and report impact and ROI internally within the organisation and use this to inform future planning and activity. A key part of my role also involved leading on and contributing towards wider integrated marketing and communications projects across the department, both online and offline.

I was responsible for managing the development and implementation of a social strategy for the Towergate Insurance Sales & Service division, covering a wider range of products. This included the rationalisation of a wide range of existing social media profiles to ensure that the Towergate B2B and B2C social offering met key business objectives - targeting customers more effectively, providing high quality customer service, driving loyalty and customer retention, raising brand awareness, developing brand credibility online, increasing brand engagement and generating leads and income. I worked closely with colleagues in the digital team to ensure that this aligned with PPC, SEO and content work, and that the insight gained through social was fed back into wider digital developments.

As Digital Officer for Information for the largest mental health charity in the UK I led on project communications to improve the quality and reach of Mind’s digital information. This included improving digital accessibility and working with colleagues to ensure that digital information outputs delivered organisational goals and strategic objectives, supported key areas of work, and complied with organisational branding guidelines.

As Communications Officer for this not-for –profit organisation, hosted by Suffolk County Council, I was solely responsible for managing and delivering all marketing, communications and PR activities. I established and developed a strong social media presence for the AONB, introducing digital communications tools and measurably increasing the level of public awareness and brand engagement

My short-term freelance role in this busy creative marketing agency was to identify, collate and develop content for a range of multimedia communications platforms, including the web, social media and press releases.

In this external role I used agile project management techniques to design and implement a regional recruitment campaign. This requires a significant amount of marketing and communications work. Successes included designing and coordinating a number of well-attended recruitment events, representing the School at a number of events, redesigning SSE Suffolk’s recruitment material and gaining extensive local press coverage for the course.

The National Graduate Development Programme is a two-year scheme that recruits high-calibre graduates into local government. Based at Suffolk County Council, I had a number of six-month placements across the organisation and with external partners:1st Placement:Suffolk Trading Standards2nd Placement: Chief Executives Office3rd Placement: Adult and Community Services4th Placement: Eastern Enterprise Hub (external)

This role gave me sole responsibility for administrating and processing disabled parking badge applications in Oxfordshire as part of a larger customer contact service.

Working as part of a small team, my duties included providing telephone support and advice to new students in the process of applying for university accommodation.