Purpose:1. Co-create the service vision and strategy to deliver outstanding customer and client experiences2. Research, experiment with and deploy the latest technology, translating insight into action3. Manage a dynamic project portfolio and lead large, interdisciplinary teams across the businessKey Duties:- Commission targeted member research and combine with cutting-edge industry thinking to shape service strategy and ensure a clear roadmap of deliverables… Show more Purpose:1. Co-create the service vision and strategy to deliver outstanding customer and client experiences2. Research, experiment with and deploy the latest technology, translating insight into action3. Manage a dynamic project portfolio and lead large, interdisciplinary teams across the businessKey Duties:- Commission targeted member research and combine with cutting-edge industry thinking to shape service strategy and ensure a clear roadmap of deliverables that enhance service performance.- Design service blueprints and own customer and client lifecycles and end-to-end journey maps that define process hierarchies, service touchpoints and expected outcomes.- Identify and engage key stakeholders to workshop business requirements and curate detailed business cases which progress through relevant stage-gates, scrutiny and sign-off.- As a product owner, lead technology deployments which transform client and customer journeys, the experiences they have and the service proposition.- Interpret MI, consolidate reporting and present tailored updates to a wide range of departmental, specialist and leadership forums and steercos, ensuring accountability and focused decision making Show less

Purpose:1. Lead and develop the customer success strategy 2. Build a first-class customer and client experience3. Drive expansion revenueKey Duties- Define, capture and report on relevant SaaS metrics, including NPS, MRR/ARR and Churn.- Embed a deep understanding of key customer segments and advocate their needs at anorganisational level, underpinned by customer insight, market research and data analysis.- Map and own the customer journey, end-to-end,… Show more Purpose:1. Lead and develop the customer success strategy 2. Build a first-class customer and client experience3. Drive expansion revenueKey Duties- Define, capture and report on relevant SaaS metrics, including NPS, MRR/ARR and Churn.- Embed a deep understanding of key customer segments and advocate their needs at anorganisational level, underpinned by customer insight, market research and data analysis.- Map and own the customer journey, end-to-end, identifying and selecting tactics to optimise thecustomer experience, from product deployment to engagement and value-creation.- Influence executive-level stakeholders and lead cross functional teams in large, complexorganisations through innovation and improvement programmes designed to increase revenue,reduce costs / risks and increase efficiencies.- Develop the architecture of the client experience, including the deployment of a fit-for-purpose tech-stack, tracking client wins and measuring qualitative engagement activities.- Engage customers through an omni-channel approach, creating a clear pathway for revenue growth (i.e. CLTV).- Nurture the Customer Success team. Show less

Leading the Alcemi Innovation programme in partnership with Community Housing Cymru, we’re supporting the sector through a wider culture change programme focused on building innovation capability and capacity between housing associations in Wales, with an emphasis on; joining the dots between health, housing and social care, climate change, economic recovery, connected and financially resilient communities and ending homelessness.Further to this, we have co-created and delivered a… Show more Leading the Alcemi Innovation programme in partnership with Community Housing Cymru, we’re supporting the sector through a wider culture change programme focused on building innovation capability and capacity between housing associations in Wales, with an emphasis on; joining the dots between health, housing and social care, climate change, economic recovery, connected and financially resilient communities and ending homelessness.Further to this, we have co-created and delivered a blended ‘Influencing for a Better Future’ stakeholder engagement programme, enabling the co-production of the Home manifesto, published widely and delivered directly to the Welsh Assembly Government. Show less

Direct and control all organisational operations, acting as an enabler for scaling a high-growth SasS company, specialising in people powered innovation and improvement. Lead key areas of work and deliver value across the business at a high level, including:- Co-creation and delivery of the People and Team strategy- Development and implementation of business operations- Design and implementation of systems for sustained quality improvement across the customer journey- Play… Show more Direct and control all organisational operations, acting as an enabler for scaling a high-growth SasS company, specialising in people powered innovation and improvement. Lead key areas of work and deliver value across the business at a high level, including:- Co-creation and delivery of the People and Team strategy- Development and implementation of business operations- Design and implementation of systems for sustained quality improvement across the customer journey- Play an active role in supporting the ongoing development of the Simply Do platform Show less

Through a consultative approach, drive commercial performance through profitable B2b relationships and channel partners across UK and international markets in target verticals in industry, the public and third sector and academia. Lead expansive multi-disciplinary teams through agile innovation and change management programmes on-site and remotely.

TED is a world famous series of conferences about ideas. TEDxNeathPortTalbot is an independent, affiliated, not-for-profit event run by our team of volunteers.Coming from and living in areas outside large cities, on the periphery of intellectual and political life, we’re acutely aware that such areas are often overlooked, and the lack of forums where that might be addressed. Neath Port Talbot is home to iconic landmarks and important moments in time, as well as talented… Show more TED is a world famous series of conferences about ideas. TEDxNeathPortTalbot is an independent, affiliated, not-for-profit event run by our team of volunteers.Coming from and living in areas outside large cities, on the periphery of intellectual and political life, we’re acutely aware that such areas are often overlooked, and the lack of forums where that might be addressed. Neath Port Talbot is home to iconic landmarks and important moments in time, as well as talented people.TEDxNeathPortTalbot is a catalyst for bringing people together from business, academia and the public sector to think deeply about global topics that also resonate locally. Show less

KEY ACHIEVEMENTS | VC Special Commendation (ELTA Winner) | 35% Growth | 95% Customer SatisfactionA UK wide role consulting with senior decision makers in HE/FE, I sold-in the marketing function to internal stakeholders, supporting a culture of continuous improvement and product development using a range of business intelligence tools. I developed large, complex, external relationships which enabled a robust recruitment pipeline, negotiating with and supporting customers and partners… Show more KEY ACHIEVEMENTS | VC Special Commendation (ELTA Winner) | 35% Growth | 95% Customer SatisfactionA UK wide role consulting with senior decision makers in HE/FE, I sold-in the marketing function to internal stakeholders, supporting a culture of continuous improvement and product development using a range of business intelligence tools. I developed large, complex, external relationships which enabled a robust recruitment pipeline, negotiating with and supporting customers and partners through the process. I was the co-founder, strategic lead and creative director of the departments brand building, public value programme Global Choices, connecting organisations such as MI5, NATO, the United Nations and GCHQ to Welsh Government outcomes. Using the full marketing-mix, I led the design and delivery of digital and front-line campaigns, including our online and peer-to-peer activity, large scale public events and carefully curated, sector leading conferences on time and to budget. Show less

KEY ACHIEVEMENTS | Employee of the Year | Grade 1 Inspection HMI/MOD | 50% Growth in Revenue A strategic, pan-Wales role providing strong leadership at a senior level to civilian and military personnel delivering a wide range of accredited education and training in an immersive, UK Armed Forces environment. Operate as the commercial lead for all external stakeholders and clients, winning new business, negotiating SLAs and extending customer life-time-value. Design and lead sophisticated… Show more KEY ACHIEVEMENTS | Employee of the Year | Grade 1 Inspection HMI/MOD | 50% Growth in Revenue A strategic, pan-Wales role providing strong leadership at a senior level to civilian and military personnel delivering a wide range of accredited education and training in an immersive, UK Armed Forces environment. Operate as the commercial lead for all external stakeholders and clients, winning new business, negotiating SLAs and extending customer life-time-value. Design and lead sophisticated training programmes for c.500 staff and students annually, implementing a process driven, can-do culture which delivers a first-class learning environment that is outcome focused. Report at board level against KPIs and stretching revenue targets, providing and taking ownership of recommendations. Show less

KEY ACHIEVEMENTS | Business Transformation | Enhancement of Leadership Capacity | Grade 2 Inspection Lead large teams across multiple sites through business transformation, identifying areas of risk and designing appropriate interventions, including training and coaching, introducing new and improving existing processes and deploying digital solutions. Act as the point of contact for external stakeholders in the region, establish long-term, positive relationships and create new… Show more KEY ACHIEVEMENTS | Business Transformation | Enhancement of Leadership Capacity | Grade 2 Inspection Lead large teams across multiple sites through business transformation, identifying areas of risk and designing appropriate interventions, including training and coaching, introducing new and improving existing processes and deploying digital solutions. Act as the point of contact for external stakeholders in the region, establish long-term, positive relationships and create new opportunities for business growth. Drive performance to ensure achievement of revenue targets (£m), maintenance of academic and physical training standards and health and safety, aligned to HMI and MOD quality inspection standards. Gather and interpret relevant data from a range of sources, benchmarking against KPIs and feeding succinct and timely reporting to directorate, providing and taking ownership of recommendations. Show less

KEY ACHIEVEMENTS | £M Public Sector Procurement | Product and Service Redesign | Change ManagementAdopt a lean-start-up culture, leveraging existing products, services and expertise within the company to establish a new offer with new partnerships. Implement the commercial growth plan, utilising a spread of marketing and engagement tactics to deliver recruitment and revenue targets whilst establishing and growing external partnerships. Lead a significant product redesign to meet… Show more KEY ACHIEVEMENTS | £M Public Sector Procurement | Product and Service Redesign | Change ManagementAdopt a lean-start-up culture, leveraging existing products, services and expertise within the company to establish a new offer with new partnerships. Implement the commercial growth plan, utilising a spread of marketing and engagement tactics to deliver recruitment and revenue targets whilst establishing and growing external partnerships. Lead a significant product redesign to meet changing contractual requirements. As operational lead, coordinate all training programmes, train and manage teams and maintain performance, aligned to KPIs. Secured companies first, collaborative tender and training contract in England (£m). Recruit, train and manage transition into local training team under new management structure. Show less

KEY ACHIEVEMENTS | Portfolio Expansion | Increased Contract Consumption | Improved Customer Success Design and deliver engaging experiential programmes across a range of courses in a UK Armed Forces context, including academic, vocational and physical and arduous training. Assess and verify a suite of qualifications providing comprehensive and constructive feedback that builds the confidence of trainees, in addition to their knowledge and understanding. Through direct marketing and… Show more KEY ACHIEVEMENTS | Portfolio Expansion | Increased Contract Consumption | Improved Customer Success Design and deliver engaging experiential programmes across a range of courses in a UK Armed Forces context, including academic, vocational and physical and arduous training. Assess and verify a suite of qualifications providing comprehensive and constructive feedback that builds the confidence of trainees, in addition to their knowledge and understanding. Through direct marketing and stakeholder engagement, build qualified leads and support the recruitment pipeline to increase contract consumption. Coached and mentored of over 350 trainees, supporting professional and employability skills and maintaining comprehensive P-File information. Show less