Caroline Rodgers Email & Phone Number

Edinburgh, Gb

Haddington, Scotland, United Kingdom

Senior manager responsible for the delivery of the Customer Services group of services on behalf of the Council, it’s client services and partner organisations, currently encompassing;- Customer Local Access Points/Single Points of Contact for face-to-face customer service- Contact Centre 24/7/365 Telephone, On-Line and Digital Services, including Out of Hours and Community Response for East Lothian and other Councils- Customer Access Systems and Digital Infrastructure-… Show more Senior manager responsible for the delivery of the Customer Services group of services on behalf of the Council, it’s client services and partner organisations, currently encompassing;- Customer Local Access Points/Single Points of Contact for face-to-face customer service- Contact Centre 24/7/365 Telephone, On-Line and Digital Services, including Out of Hours and Community Response for East Lothian and other Councils- Customer Access Systems and Digital Infrastructure- Community Libraries- School Libraries- Local History Service- Museums and Museum Collection Show less

Manager of the Improvement team, responsible for leading the provision of strategic change, improvement including council workforce and organisational development, the improvement to excellence (performance) framework and change and transformation projects which facilitate improvement, innovation and effectiveness across the Council.Development and delivery of programmes of projects to support the review and reconfiguration of Council services, policies and processes. Programmes cover… Show more Manager of the Improvement team, responsible for leading the provision of strategic change, improvement including council workforce and organisational development, the improvement to excellence (performance) framework and change and transformation projects which facilitate improvement, innovation and effectiveness across the Council.Development and delivery of programmes of projects to support the review and reconfiguration of Council services, policies and processes. Programmes cover digital transformation, transforming services for children, energy and assets transformation and commercialisation. Programmes report to the Executive Management Team and/or multi-agency boards.Responsible for the development and implementation of a stronger culture of performance management and self-evaluation across the Council, including redesigning how service planning and performance reporting is carried out and ensuring decisions are made based on evidence.Managing the design and delivery of a Council-wide process of organisational development and training that addresses key issues such as change management, performance improvement, management and leadership development. Show less

Central Scotland

Seconded to East Lothian Council, responsible for developing, leading and managing the Council’s transformation programme, working with its partners, to deliver the transformation necessary to improve service delivery, generate efficiencies and financial savings and achieve better outcomes. Managed a team of Project Managers, Project Officers and Business Analysts and reported on progress directly to the Chief Executive and her Deputy. The Transformation Programme was varied and included… Show more Seconded to East Lothian Council, responsible for developing, leading and managing the Council’s transformation programme, working with its partners, to deliver the transformation necessary to improve service delivery, generate efficiencies and financial savings and achieve better outcomes. Managed a team of Project Managers, Project Officers and Business Analysts and reported on progress directly to the Chief Executive and her Deputy. The Transformation Programme was varied and included projects on digital transformation including implementation of a customer platform, housing management system and HR & payroll system amongst others, renewable energy, commercialisation and reviewing and reconfiguring council services, policies and processes. Show less

Edinburgh, United Kingdom

I led a team of around 30 providing practice management, programme governance, training and capability building, method development and quality assurance to a department of change professionals delivering transformation across the Bank using an approach based on lean, customer insight and operating model design. I had responsibility for resourcing, demand management, forecasting, budget management and reporting, risk management and reporting, training delivery and knowledge management… Show more I led a team of around 30 providing practice management, programme governance, training and capability building, method development and quality assurance to a department of change professionals delivering transformation across the Bank using an approach based on lean, customer insight and operating model design. I had responsibility for resourcing, demand management, forecasting, budget management and reporting, risk management and reporting, training delivery and knowledge management, performance management and culture change. I was a member of the leadership team responsible for designing and delivering our 2016 business plan focussed on leadership and engagement, project delivery and capability building. Show less

Edinburgh, Scotland

I led a small team designing and scoping transformational change programmes to ensure business needs are represented and benefits agreed and delivered. I worked with senior stakeholders within the Business Area and across Group Functions to ensure delivered change met business, risk and regulatory requirements. I presented on leadership briefings and group-wide communication initiatives. I managed an improvement project for the operation of one of the flagship pension products after the… Show more I led a small team designing and scoping transformational change programmes to ensure business needs are represented and benefits agreed and delivered. I worked with senior stakeholders within the Business Area and across Group Functions to ensure delivered change met business, risk and regulatory requirements. I presented on leadership briefings and group-wide communication initiatives. I managed an improvement project for the operation of one of the flagship pension products after the pension legislation change led to unprecedented demand. I was also a Diversity and Inclusion Champion, delivering D&I awareness training to around 100 line managers. Show less

Edinburgh, Scotland

I scoped, planned and delivered improvement programmes using systems thinking principles. I mentored, designed a development programme and delivered training for colleagues, managers and senior managers. I led on senior stakeholder management within the Business Area and across the wider Group to deliver improvements to the end to end customer journey.

Uk Nationwide

I was a lead consultant who scoped, planned and delivered systems thinking transformation programmes in private & public sector organisations, including police forces, international financial services organisations, outsourcing organisations, local authorities, housing associations, utility companies, private healthcare companies, the Scottish Court Service and Scottish Enterprise. I led teams of consultants on large programmes and worked alone in smaller organisations. I delivered public… Show more I was a lead consultant who scoped, planned and delivered systems thinking transformation programmes in private & public sector organisations, including police forces, international financial services organisations, outsourcing organisations, local authorities, housing associations, utility companies, private healthcare companies, the Scottish Court Service and Scottish Enterprise. I led teams of consultants on large programmes and worked alone in smaller organisations. I delivered public awareness and training sessions on process mapping and analysis and founded a systems thinking network in Scotland. I led and developed improvement teams, including performance management of individuals and leading the teams by providing overall direction and goal setting. I mentored, coached and worked closely with chief executives, directors and senior managers to ensure sustainable change. I also acted as a mentor to other consultants. Show less

Edinburgh, United Kingdom

I delivered the analysis & reporting of the Force’s return for a national Activity Analysis project. I then planned and delivered systems thinking improvement projects across the Force and with other criminal justice agencies, during which time I gained experience in Prince 2 methodology. I regularly briefed, reported and presented to the Force executive board. I was responsible for training and mentoring improvement teams comprising of both police officers and support staff.

Edinburgh & West Lothian, Scotland

I audited scientific research studies and reports to ensure all work undertaken met international regulations. I designed and delivered regulatory training programmes for staff and managers. I wrote, reviewed and authorised standard operating procedures for scientific and support departments. I also led client audits and conducted facility audits of both our own facility and those of sub-contractors, to international standards. I was responsible for training, mentoring and performance… Show more I audited scientific research studies and reports to ensure all work undertaken met international regulations. I designed and delivered regulatory training programmes for staff and managers. I wrote, reviewed and authorised standard operating procedures for scientific and support departments. I also led client audits and conducted facility audits of both our own facility and those of sub-contractors, to international standards. I was responsible for training, mentoring and performance management of a team of auditors. Show less

East Lothian, Scotland

I was responsible for designing and managing preclinical safety studies. I worked with clients to agree study design and with support functions to ensure studies and subsequent reports met international regulations. I created standard operating procedures for scientific and support departments and was responsible for training and supervising more junior staff. I also managed client audits.

Bsc (Hons), Psychology, 2:1

Bsc (Hons), Life Sciences, 1St