• Owned the product vision and roadmap for Lewisham Council’s digital registry services.• Orchestrated the successful transition from third-party customer-facing appointment booking products to in-house solutions, resulting in: - a 17% increase in online bookings- a 50% reduction of call-back request journeys through the implementation of fully functional self-service user journeys,- a 67.23% reduction in over-the-phone support for appointment bookings- the release of 26.7 hours (4 working days) of staff time per quarter, previously dedicated to over-the-phone customer assistance, for other operational tasks. • Led the redevelopment of the staff-side digital service management solution on MS Dynamics 365, introducing content management and admin control features. • Managed a cross-functional team of UX designers, developers and service operators, while championing the implementation of maiden agile practices in the Digital solutions team.• Collaborated with UX designers to introduce effective discovery and usability testing processes at the Council, delivering user-centric improvements to appointment booking services. • Developed and introduced documentation models for business processes, user journeys, and data mapping, including data dictionaries, customer journey maps and UX wireflows with branching business logic, now adopted by all product staff. • Established a framework for user acceptance testing with service operators, including test plans and scripts, resulting in a coordinated product test phase in the absence of dedicated test teams and experienced testers.

• Created and formatted web pages, executing the timely publication of news releases, announcements, and reports using Sitecore.• Ensured content was accurate, up to date, and met accessibility requirements.• Managed content requests from stakeholders, including for high-profile campaigns, across the organisation.• Analysed user data and feedback to continuously optimise web pages, site architecture and site journeys• Collaborated with Developers and technology support to create test plans, including for a large-scale server migration and website redesign.• Led user testing of prototypes for a redesign of the website's menu navigation.• Used MailChimp to create and send email alerts.• Coordinated the Web team for the release of the Bank's flagship publication.

• Writing and editing SEO-forward articles.• Publishing content through Drupal using HTML and CSS.• Creating and editing visual assets with Photoshop. • Tracking user data and site health.• Managing freelance writers, including setting and proofing content.• Project managing associated website techxpert.co.uk, from concept to launch: • Content research and planning. • Web design evaluation with design team.

• Collecting feedback via phone interviews for a review of vehicle safety rebate application processes.• Recording accurate interview answers using MS Excel. • Exercising courtesy and professionalism to respondents. • Collating and summarising feedback in a data report.

• Help desk support during annual school census for Australian government school funding.• Liaising with school administrators.• Troubleshooting errors from student data CSV uploads. • Providing information about funding for students with disabilities and refugees.• Data entry into central database via CRM.

• Managing a portfolio of accounts worth £45 million. • Calculating and issuing live music licenses to new customers. • Building relationships with key clients and stakeholders. • Liaising with customers to sort issues relating to their accounts.

• Maintaining records of all training and development activities.• Data entry on HR database and maintaining training records.• Supporting HR with drafting of employment contracts.• Evaluation reports and analysis for training courses.• Ad hoc admin tasks, including but not limited to: proofreading and drafting sections of key documents on MS Word, and diary and travel management.

• Providing administrative support in general operations and procurement to Head Office and 20 Rehoming Centres around the UK. • Data entry using Excel, Google Docs, Word, and bespoke systems.• Coordinating responses to complaints and enquiries.• Collating feedback and creating reports for compliance footwear initiative.• Ad hoc admin tasks including: approving invoices.