The Digital+ Team act as an internal agency that sits at the centre of Glanbia. I lead a team made up of Digital Strategists, Digital Marketers, Designers, UX Experts, and Web Developers, working together in an agile and very fast paced environment.Select accomplishments:• Leading a high-performance team of 9 people, offering digital marketing services including digital strategy, advertising, web development, creative design and UX. • Management of key stakeholders across the globe, building relationships and finding new areas for brands to expand into. • Delivery of new website projects for the group as well as the ongoing maintenance, optimization and promotion of current sites.

Responsible for assessing business requirements and leading solution design for projects initiated by the platforms team including UX and customer journey recommendations.Delivering continued growth as Product Manager. Using the agile framework for continuous improvements while defining testing strategies to optimize the overall digital experience.Creating the digital testing plan and roadmap, with KPIs and performance metrics.Responsible for post-launch solution review and optimisation. Provide expert analysis and direction to project teams based on digital testing results delivered ensuring best use of insights.

As part of the digital channel management team my area of responsibility expands cross group with a focus on optimizing the banks online channels strategy; overseeing project management and ownership of new functionality and digital capabilities; championing the build of data-driven user and customer experience strategies.Selected accomplishments:● Driving the digital transformation strategy for the bank examining tooling; business needs and requirements● Delivering first end-to-end digital analytics platform● Overseeing the digital budget, managing vendor cost centers, ensuring projects align to cost● Project management and implementation of a web chat service, providing improved customer experience and offering a new channel for enabling online sales adoption

Helping define the online strategy, incorporating Key industry and digital insights to position the bank as a digital leader. Working with marketing teams to generate online sales journeys and content using in-depth knowledge of digital analytics, Search Engine Optimisation to optimize online conversion.

• Management of online content, actively involved in design, deployment and maintenance of modern, industry leading web platform.• Gathering requirements for current and new project planning documents.• Specialising in Search Engine Optimisation within the Digital Team.• Fully proficient in Microsoft Office Suite for creation of traffic and data reporting. Information for which comes from advanced Google Analytics channel tracking, amongst other sources.• Reporting to the Online Development & Mobile Banking Manager, creating reports and recommendations for review at the upper management level.• Progressed upwards, through several roles beforehand, including Customer Service Advisor, and Quality Assessor & Operational Risk Advisor, monitoring policy compliance, investigating unusual transactions, assessing operational risk, and creating operational reports of same.

• Daily report checking and sign-off of customer transactions with additional spot checking of account amendments and account creation. • Complete and in-depth governance of underwriting decisions and account opening. Investigating unusual transactions. Monitoring of compliance, AML, data quality and adherence to internal policy. Weekly and monthly reporting of findings including recommendations for best practice procedures.• Monitoring several departments for compliance adherence. Identifying training needs and developing training programmes for staff members in the contact centre. • Identifying business processes which may expose the company to operational risks such as security or compliance issues. Creating and testing new processes to mitigate any exposure to operational risk. Creation and updated internal policy procedural guides.• Information gathering for data access requests and ensuring the service level set down by legislation is adhered to. • Monitoring company social media, out-going emails and responses to complaints for CPC and internal-policy adherence.

• Managed customer’s accounts and appointments.• Scheduling of all contact between staff and customers.• Data entry to insure compliance with all standard regulations and policies.• Managed marketing efforts to attract and close new clients, weekly.

• Managed the work of 10 -15 staff at all events.• Dealt with identification and preparation of venues for events.• Managed the marketing and development of the fast up-and-coming brand name.• Managed the customised CMS that controlled the online events.• Had input into the HTML/CSS coding of the website.

• Provided operational support to the Technical Support and Fault & Repair staff, including taking over cases that fell outside of their technical level, or involving procedures deemed to require a senior agent. This involved ensuring the case qualified for senior support.• Identified faults on DSL lines, both on bundled and unbundled networks.• Reported these faults to BT Networks, as well as reviewed existing fault reports following engineering work.• Progressed through several roles beforehand, including Junior Technical Support, and Fault Management.