• Lead 17 staff across multiple teams focusing on student engagement, events, front-of-house service delivery and building connections across faculties and student support services.• Guided a departmental pivot towards prioritizing coursework students in alignment with the emerging UNSW strategy surrounding student experience and fostering a sense of belonging.• Established and scaled a drop-in peer student mentoring service, delivering academic support, and enhanced sense of belonging. 85% of students surveyed said they’d promote.• Consolidated and expanded in-Library student event offerings, building the Library brand as the “place to be” for study, support and belonging for 2,400 attendees across >100 events.• Formed relationships and partnerships across key student groups, clubs and support services to co-brand, co-locate and better inform referrals and point-of-need support.• Overhauled enquiry channel processes and CRM systems, ensuring staff and students get the right answer, from the right person or team, at the right time with minimal pain-points or attrition.

• Led 20+ professional staff across multiple teams, focusing on high-quality information services for researchers, teaching academics, and students in STEM and HCASS disciplines.• Spearheaded high-level stakeholder engagement and relationship management, implementing leading-practice standards and advocating for client outcomes and organizational interests.• Delivered a new model of information service design, emphasizing educational experiences and streamlining processes, resulting in a 43% efficiency increase in service delivery.• Established and scaled a drop-in peer student mentoring service, enhancing academic support and fostering a sense of belonging, achieving a Net Promoter Score of 92.• Implemented a customizable CRM and reporting system to keep senior management informed of high-influence stakeholder engagements.• Enhanced online researcher workshops with targeted offerings on research tools, technologies, publishing strategies, and metrics.• Led teams through significant organizational changes and the COVID-19 health crisis, driving adoption of online services and managing a 30% increase in client demand.• Implemented a front-facing organizational event calendar and management system, increasing workshop visibility and attendance by 20%.• Liaised with faculties on collection and publisher issues, providing subject-specialist feedback for data-driven decisions across a multi-million dollar budget.• Developed sustainable, scalable, and technology-enabled workflows to adapt to changing organizational structures and service delivery models.

• Led multiple teams through academic engagement initiatives across multiple faculties, including Business, Law, Science, and Engineering, fostering strong partnerships with faculty leadership and educational development teams.• Managed the delivering high-quality, reliable, and consistent information services to research students, academics, and researchers across diverse disciplines.• Drove promotion of curriculum support, resulting in significant uptake of Leganto course resource lists and buy-in from Faculty Senior Leadership.• Partnered with course conveners to embed tailored self-paced tutorials and flipped workshops at point of student need, enhancing support for coursework students.• Project-led the ongoing design and development of the UNSW ELISE Quiz and Digital Learning Objects for a new curriculum-support and digital-uplift service for teaching staff.• Built strategic relationships with educational development teams to provide discipline-specific resources across various programs and courses, including:- Collaborating with Business Digital in the redesign of the Bachelor of Commerce, UNSW's largest program.- Supporting UNSW Online across their 17 asynchronous programs.• Managed the roll-out of a new operational model within the unit, leveraging limited staff capacity for strategically important projects without increasing operational funding.• Presented at THETA2019, showcasing how staff developed a tailored model for building and embedding digital assets in coursework.• Coordinated collection development for Science, Engineering, and Medicine disciplines, ensuring comprehensive and up-to-date resources for these fields.• Demonstrated adaptability and leadership in managing academic engagement across diverse disciplines, from Business and Law to Science and Engineering.

• Project led the redesign and redevelopment of UNSW's self-paced online induction course, the ELISE quiz. Student feedback consistently indicated an over 95% satisfaction rate.- Showcased this work at THETA2019, covering adaptive and individualized learning development, and enhancements via threshold concept analysis of student feedback.• Served as the Library's primary point of contact for a defined group of school, faculty, and research center staff, managing high-level relationships between the Library and academic stakeholders.• Used business intelligence to identify client needs and proactively identified strategic opportunities to strengthen relationships with stakeholders.• Provided expert advice on current trends, best practices, and available options in scholarly communication, including research data management and curation.• Advised and supported teaching academics on the selection, ethical use, and online delivery of information resources for learning, focusing on threshold concepts relating to student engagement with information.• Contributed to strategic projects as part of continuous improvement of library services, applying innovative and creative solutions to complex problems in higher education.

• Subject Coordinator and Facilitator within the School of Information and Communication Studies for INF303/INF429 Information Society

• Project managed the redevelopment of the Library website, implementation of Library management and discovery systems, and established a presence in Moodle.• Led the redesign of the institutional website, providing a promotional gateway for prospective staff and students to find information about the institution and its programs.