Designed and implemented a sustainable system of governance and control around processes and information for customer-facing staff, to support company policy, and to meet audit and regulatory requirements.Established methods and standards of writing, editing and publishing to improve web page usability, resulting in substantial ongoing operational cost savings.Managed migration of intranet content from Lotus Notes to SharePoint, and from SharePoint to a third party SaaS… Show more Designed and implemented a sustainable system of governance and control around processes and information for customer-facing staff, to support company policy, and to meet audit and regulatory requirements.Established methods and standards of writing, editing and publishing to improve web page usability, resulting in substantial ongoing operational cost savings.Managed migration of intranet content from Lotus Notes to SharePoint, and from SharePoint to a third party SaaS platform.Developed and applied termsets for personalisation, navigation, and search filtering.Led offshore publishing resource to deliver against quality and service levels. Show less

Brought innovation to online publishing by applying information mapping principles to technical manuals. Unmanaged content distilled to a single source of key information, owned by experts and written for users.Created a formal communications process recognised by technical communities, minimising risk of duplication and conflicting information.Supported collaboration by developing technical forums to share knowledge and convey key messages between functions, and engage… Show more Brought innovation to online publishing by applying information mapping principles to technical manuals. Unmanaged content distilled to a single source of key information, owned by experts and written for users.Created a formal communications process recognised by technical communities, minimising risk of duplication and conflicting information.Supported collaboration by developing technical forums to share knowledge and convey key messages between functions, and engage operations in matters that impact on the business result.Established a network of knowledge champions to act as advocates for online manuals, collate feedback, check effectiveness of communications, and help ensure information is readable and usable. Show less

Analysed, collated, edited and published technical content.Developed and implemented policies and standards.Improved readability and usability of web-based information.Delivered web writing training for publishers.

Published paper-based technical content to online informationNegotiated purchase of third party information serviceManaged development of web technology to support business processes

Researched, compiled and created technical material for survey teamsSet technical benchmarks for underwriting

Assessed and advised customers on property, crime, health & safety protectionsReported and made recommendations on risk improvement