Leading the Group Chief Operating Office (GCOO) elements of the Operating Model for a Groupwide change programme.

Led a Business Readiness team who ensured clients and colleagues were at the heart of all change across four different areas of Business & Commercial Banking. This included leadership oversight, assessing change impacts, ensuring changes had been through the correct governance and were ready for deploying into live, leading a joined-up delivery approach to ensure changes are effectively communicated and successfully adopted by colleagues.Notable achievements:- Established a new… Show more Led a Business Readiness team who ensured clients and colleagues were at the heart of all change across four different areas of Business & Commercial Banking. This included leadership oversight, assessing change impacts, ensuring changes had been through the correct governance and were ready for deploying into live, leading a joined-up delivery approach to ensure changes are effectively communicated and successfully adopted by colleagues.Notable achievements:- Established a new framework for managing Business Readiness and aligned all deliveries within this framework to ensure quality and consistency- Created, launched and embedded a new Change Assessment Form, meaning changes were properly assessed and the level of Business Readiness Support quantified from the outset- Improved stakeholder understanding through the creation of a Change Impact Map- Created a Business Readiness Centre of Excellence, expanding it from supporting one to four areas and growing the team from three to a high-perfomring team of nine colleagues- Launched the first Business Readiness Guild, supporting colleagues from all Business Areas within Lloyds Banking Group. Over 70 colleagues joined the Guild in the first month. Show less

Adoption and Change Management lead for the Digital Workplace Programme - reimagining the way we work through Microsoft 365.Notable achievements:- Drove the colleague inputs to the implementation approach and timelines- Through adoption activities raised the M365 productivity from 28% to 48% in eight months- Mapped out all the colleague journeys and ensured the programme had a plan to achieve the desired improvements, which was presented at a Board-level strategic… Show more Adoption and Change Management lead for the Digital Workplace Programme - reimagining the way we work through Microsoft 365.Notable achievements:- Drove the colleague inputs to the implementation approach and timelines- Through adoption activities raised the M365 productivity from 28% to 48% in eight months- Mapped out all the colleague journeys and ensured the programme had a plan to achieve the desired improvements, which was presented at a Board-level strategic committee- Guided the comms team through a brand, identity and tone of voice refresh, and designed newchannels and materials resulting in more colleague interactions. Show less

Business Engagement Manager for the People Value Stream. Focussed on change impacting colleagues across the Group, specifically the introduction of Workday.Notable achievements:- Identified two other large scale change programmes impacting colleagues in the same timeframe and established a steering group to manage colleague impacts and challenge accordingly- Identified a gap in how communications were managed across the Group and formed and chaired a Groupwide forum to address… Show more Business Engagement Manager for the People Value Stream. Focussed on change impacting colleagues across the Group, specifically the introduction of Workday.Notable achievements:- Identified two other large scale change programmes impacting colleagues in the same timeframe and established a steering group to manage colleague impacts and challenge accordingly- Identified a gap in how communications were managed across the Group and formed and chaired a Groupwide forum to address this, with great results- Defined, resourced, and managed an escalation service for dissatisfied colleagues, including production of MI and identification of root causes and remedial actions Show less

Temporary contract to lead communications for the Pay and Bonus project and then as a Business Engagement Manager for the DCJ (Workday) programme

Change and Comms Lead for the Centre of Excellence, managing HR, Finance & Procurement processes within an Enterprise Resource Planning system (SAP). Notable achievements: - Defined communication processes, simplifying the workload and creating templates to improve quality and consistency- Engaged disparate teams with shared responsibilities into owning, improving and working together on an end-to-end system process, for the benefit of colleagues

Consultant for three strategic programmes: People Plan, Culture and Colleague Lifecycle. Notable achievements: - Co-ordinated the colleague impact across three separate strategic programmes- Gained senior executive support and sponsorship for a significant culture change proposal- Formed a project team to deliver the change programme from January 2017 onwards

Internal communications lead of a £130 million programme to fundamentally change the Reward Package for the Group, impacting c. 80,000 employees.Responsible for the overall communications strategy, communication budget and leading a team of five professionals to deliver communications for a complex change programme with 9 workstreams of activity and 26 different colleague-impacting deliverables, 22 of which fell into one calendar year. Notable achievements: - The number of… Show more Internal communications lead of a £130 million programme to fundamentally change the Reward Package for the Group, impacting c. 80,000 employees.Responsible for the overall communications strategy, communication budget and leading a team of five professionals to deliver communications for a complex change programme with 9 workstreams of activity and 26 different colleague-impacting deliverables, 22 of which fell into one calendar year. Notable achievements: - The number of colleagues satisfied with their reward package increased by 14% between 2014 and 2015- Conceived, designed and coordinated production of an online tool to support communication of new pay structures – it was used by 51,000 people in the first two weeks and drastically reduced the volume of helpdesk queries compared to predictions- Consistently received very positive feedback e.g. “The engagement, approach, and supporting communications and collateral have been excellent, making the roles of the business leaders much easier; we have been able to focus on delivery of the messages and respond accordingly” Chief Operating Officer, SME and Mid-Markets Show less

Internal communications lead for a £50 million HR Transformation programme covering both a restructure/new operating model, and the launch of a SAP-based self-service portal for colleagues and line managers.- Developed and delivered the programme communications strategy and plan, gaining sponsor/stakeholder sign-off- Developed an inspiring vision/change story for the programme and oversaw development of appropriate communication materials to engage stakeholders in the change… Show more Internal communications lead for a £50 million HR Transformation programme covering both a restructure/new operating model, and the launch of a SAP-based self-service portal for colleagues and line managers.- Developed and delivered the programme communications strategy and plan, gaining sponsor/stakeholder sign-off- Developed an inspiring vision/change story for the programme and oversaw development of appropriate communication materials to engage stakeholders in the change journey- Line management of two Change Communication Managers and co-ordination of a virtual team of communication representativesAchievements: - Delivered effective communications for a large business restructure involving the movement of 13,800 colleague roles- Launched a new IT system and through effective communications, attracted around 13,000 colleagues to use it each day, peaking at 20,000 in the first week, leading the Accountable Executive to hail it as a “landmark achievement” with “largely positive and very encouraging” user experience feedback- 91% of respondents felt they were given enough information in order to start using the system. Show less

Initially engaged to improve internal communications in Unilever’s IT function, Lucy was subsequently asked to lead internal and stakeholder engagement on a €56 million IT (SAP systems) change programme. - Plan, execute and measure the stakeholder engagement model (including initial stakeholder identification exercises) and internal communications/engagement plan and communications calendar. - Ensure all communication channels are effective and business impact messages are clear… Show more Initially engaged to improve internal communications in Unilever’s IT function, Lucy was subsequently asked to lead internal and stakeholder engagement on a €56 million IT (SAP systems) change programme. - Plan, execute and measure the stakeholder engagement model (including initial stakeholder identification exercises) and internal communications/engagement plan and communications calendar. - Ensure all communication channels are effective and business impact messages are clear, concise and tailored for target audiences- Develop a communications toolkit to ensure communications are delivered consistently and to a high level- Provide communications training to the programme team to ensure consistency and quality of messagesAchievements: - Identified global stakeholders, categorised these against current buy-in and desired buy-in and developed a supporting engagement strategy to achieve the required changes in support levels- Designed, delivered and reported on the first programme specific internal and stakeholder engagement survey to provide data against which to plan and measure improvements- Improved communications and reporting channels by developing and launching new SharePoint intranet sites, a bi-monthly internal e-newsletter, introducing quadrant reporting and utilising web based forms- Planned, organised and delivered the “best (internal team) meeting in my 9 years working for Unilever” Show less

Group Manager of the North-West (M60) and Yorkshire (M621) MD2MD peer groups.MD2MD provides leadership development with a difference. It is an alternative to the traditional business schools. Our approach is more effective than traditional courses in applying Kaizen (continuous improvement) to learning. MD2MD members meet monthly for a full day event from 8.00am in the morning to 4.30pm in the afternoon. By improving their businesses one step at a time, month after month, they… Show more Group Manager of the North-West (M60) and Yorkshire (M621) MD2MD peer groups.MD2MD provides leadership development with a difference. It is an alternative to the traditional business schools. Our approach is more effective than traditional courses in applying Kaizen (continuous improvement) to learning. MD2MD members meet monthly for a full day event from 8.00am in the morning to 4.30pm in the afternoon. By improving their businesses one step at a time, month after month, they ultimately see radical performance improvement.The core of the MD2MD meeting is the confidential business ‘challenge’ session where members help each other with their real leadership challenges in exchange for reciprocal help. If you currently don't have any business challenges, this itself is challenged as if you don’t have any challenges then you’re probably not maximising your potential. This supportive challenge process complements the morning workshop where we work with a top speaker of the sort rarely available to entrepreneurial leaders in small groups. The purpose of this speaker session isn't really training. Rather we ask speakers to provoke members to think differently and motivate them to take immediate practical action on their thoughts. The topics we address are most relevant for people who lead an organisation with a turnover / budget of over £500,000 or employ ten or more people. Show less

Engaged to establish a virtual internal communications function, conduct a strategic review and appoint a permanent head of internal communications for the UK’s largest fundraising charity. - Strategic responsibility for internal communications at the charity including assessing the permanent resource levels required- Tactical responsibility for central internal communications and major cross-organisational initiatives such as the annual publications, the charity’s operating plan, and… Show more Engaged to establish a virtual internal communications function, conduct a strategic review and appoint a permanent head of internal communications for the UK’s largest fundraising charity. - Strategic responsibility for internal communications at the charity including assessing the permanent resource levels required- Tactical responsibility for central internal communications and major cross-organisational initiatives such as the annual publications, the charity’s operating plan, and the chief executive’s messages- Responsibility for internal communications as a member of the crisis management committee- Direct line management responsibility for one internal communications officer. Virtual management responsibility for a three internal communications specialists and one internal communications manager- Internal communications consultant to business critical communications, large projects and change initiatives Achievements: - Conducted full internal communications review and presented this to the Executive Board resulting in significant changes to internal communications at the charity- Developed a highly effective and successful ‘virtual team’ of internal communications specialists- Built a new structure of internal communications including processes and procedures where required- Championed and raised the profile of internal communications as a professional discipline e.g. by measuring its effectiveness- Conducted first ever internal communications survey to provide data against which to measure improvements (hence why I unfortunately can’t put statistical measures against the achievements) Show less

Engaged to re-establish the internal communications function for the £1.5 billion project with over 1800 employees. Achievements: - Defined internal communications strategy and managed the communications plan and regular channels (newsletter, intranet, webchat, email briefings, face to face events, posters, video, functional mailboxes, presentations)- Established quantative benchmarks and qualitative feedback on the success of each communications channel used: - Number… Show more Engaged to re-establish the internal communications function for the £1.5 billion project with over 1800 employees. Achievements: - Defined internal communications strategy and managed the communications plan and regular channels (newsletter, intranet, webchat, email briefings, face to face events, posters, video, functional mailboxes, presentations)- Established quantative benchmarks and qualitative feedback on the success of each communications channel used: - Number of employees who felt ‘morale on the programme had improved’ increased by 41% in six months - People who believed the internal communications received were relevant to their role increased by 35% - Understanding of programme objectives increased by 10% (84 - 94%)- Presented with BT Health recognition award three months into the role- Used html and image editing skills to create visually striking communications, intranet pages and collateral Show less

Acted as internal communications specialist across multiple projects, delivering internet and intranet sites. Achievements: - Delivered the new web site for the BT South Tyneside partnership using a limited set of resources, operating with a small budget and to very tight timescales- Development of BT South Tyneside intranet presence and conducted BT Local Government intranet review- Representation of BT South Tyneside within South Tyneside Council communications… Show more Acted as internal communications specialist across multiple projects, delivering internet and intranet sites. Achievements: - Delivered the new web site for the BT South Tyneside partnership using a limited set of resources, operating with a small budget and to very tight timescales- Development of BT South Tyneside intranet presence and conducted BT Local Government intranet review- Representation of BT South Tyneside within South Tyneside Council communications teams- Supported new graduate entry in a mentor capacity- Saved £10k external spend by undertaking design work traditionally put out to an agency Show less

Managed the marketing for RBT, a £380 million joint venture in local government. Covered a wide marketing mix of planning, events, producing written materials and setting up marketing from a very low base within the organisation. Annual budget responsibility for £100k.Achievements:- Conducted full brand review in a complex environment with three competing identities and encouraged and enabled effective communication through production and release of templates, guidance, principles… Show more Managed the marketing for RBT, a £380 million joint venture in local government. Covered a wide marketing mix of planning, events, producing written materials and setting up marketing from a very low base within the organisation. Annual budget responsibility for £100k.Achievements:- Conducted full brand review in a complex environment with three competing identities and encouraged and enabled effective communication through production and release of templates, guidance, principles and governance.- Created RBT brand and style guide, resulting in praise from senior management team- Organised RBT award entry for APSE awards, resulting in two shortlisted positions- Re-built previously negative relationships with suppliers, reinstating services and improving quality Show less

Managed the internal and key stakeholder communications for the £300 million partnership between BT and Liberata.Achievements: - Originated, project managed and delivered the first ‘Celebrating Success’ event for Transform Sandwell, on time and £3k under the £20k budget94% rated the event above average 99% rated pre-event organisation and communication above average93% of attendees found the evening interesting and enjoyable- Created unique humorous staff video at… Show more Managed the internal and key stakeholder communications for the £300 million partnership between BT and Liberata.Achievements: - Originated, project managed and delivered the first ‘Celebrating Success’ event for Transform Sandwell, on time and £3k under the £20k budget94% rated the event above average 99% rated pre-event organisation and communication above average93% of attendees found the evening interesting and enjoyable- Created unique humorous staff video at no cost – receiving exceptional praise, surpassing expectations,drawing together previously disparate teams and greatly improving employee engagement- Championed new Council e-mail policy, reducing volume and increasing effectiveness Show less

BT Consultancy professional community (Jun 07 – Nov 07)Acted as communications lead during a transformation period from UK to global team. - Applied a ‘global’ refresh to the communication channels including conducting a full intranet review and refresh project- Redesigned graphics to support the new communications strategy- Utilising communications technologies, replicated face-to-face events as closely as possible overcoming geographic boundariesBT International… Show more BT Consultancy professional community (Jun 07 – Nov 07)Acted as communications lead during a transformation period from UK to global team. - Applied a ‘global’ refresh to the communication channels including conducting a full intranet review and refresh project- Redesigned graphics to support the new communications strategy- Utilising communications technologies, replicated face-to-face events as closely as possible overcoming geographic boundariesBT International Operations (Dec 06 – Jul 07)Provided maternity cover, quickly picked up the role and through changes and a team transformation added long-lasting value.- Through change workshops, championing an improvement to team dynamics and increasing knowledge sharing - transformed the internal communications team from a highly administrative and inefficient function to a motivated, value-add and efficient part of the business- Delivered a mix of communications whilst completing a full brand review and refresh- Organised and managed a senior event for BT Global Services CEO, Presidents and Vice-Presidents which was delivered successfully Show less

BT DWP Account (Apr 06 – Nov 06)Responsibility for internal communications, including supporting the Account Director on this £580 million project.- Created and implemented the internal communications strategy for the account transformation, ensuring employees were engaged with the new vision and strategic direction of the programme - Managing a budget of £40k, led the campaign from the initial ‘concept’ stage through the plan creation and delivery - ensuring this was on time and… Show more BT DWP Account (Apr 06 – Nov 06)Responsibility for internal communications, including supporting the Account Director on this £580 million project.- Created and implemented the internal communications strategy for the account transformation, ensuring employees were engaged with the new vision and strategic direction of the programme - Managing a budget of £40k, led the campaign from the initial ‘concept’ stage through the plan creation and delivery - ensuring this was on time and to budget- Completed a review and re-design of communications channels improving engagement, aesthetics and tone of voice- Management of two internal communications team membersBT Operational Integrity (Apr 05 – Mar 06)Asked to create a new internal communications function for BT’s key IT department. - Designed and delivered a new online newsletter and improved intranet site- Project managed communications for employee transfers from different areas of BT- Created communications processes to aid employees develop plans for their projects Show less

Held responsibility for fully staffing teams and capturing resource requests. Delivered efficiency savings and improved senior management understanding of skills shortages.

Recovered over £2m due to account errors and £1m through identifying incorrectly charged capital spend. Managed BT brand migration through 3rd party print supplier, making annual savings of £73k. Also designed and delivered a new BT graduate website and organised three graduate events attended by the company’s Chief Executive.

Held responsibility for all personnel issues including employment law, recruitment, contracts and training and development. Successfully introduced and edited a companywide internal newsletter.

Organised interviews and assessment days, processed casual staff pay and administered personnel accounts. Redesigned and updated the induction procedure and conducted training sessions.