Sam Munro Email & Phone Number

Scotland, United Kingdom

Livingston, West Lothian

Providing quality data analysis for solving business critical problems and enhancing the customer experience.Specialising in deriving insight from customer interactions and customer service by data mining (using Business Objects and SQL), analysing and translating insight into actionable recommendations for the business.

West Lothian/Fife

The Training Evaluation/Insight Analyst role involves creating and implementing evaluation strategies for training within the operational Customer Service Group. Strategies are designed to measure the impact and effectiveness of training solutions in accordance with stakeholder and business requirements. The role involves:• Engaging with stakeholders to understand expected impact of change, providing consultative support where this measure is not immediately identifiable. • Building and maintaining relationships with key contacts through-out the duration of projects to ensure maximum exposure to available data sources, as well as being constantly aware of risks, issues and dependencies that will impact the successful implementation of training and the ability to measure its effectiveness.• Analysis of data to form actionable insight which is then translated into project plans and jointly managed with the Quality Analyst to ensure expected change progresses into tangible impact. Examples include managing actions to make changes to Sales Induction, the Aspire programme, Broadband Centre of Excellence and most recently the learning solution for the new MHR.• Information on insight and change impact is presented in numerous diverse formats to capture the right attention from sponsors with different levels of stake in projects. This can include detailed analysis and regular calls with project teams, post-programme reviews for internal stakeholders and providing visual, high level overviews for Senior Leaders in the Operation and HR.

West Lothian

The Evaluation and Quality Assurance specialist role involved creating and implementing evaluation strategies for development solutions offered by Sky’s Talent Development (TD) team. Responsibilities included:• Development of evaluation surveys for external and internal bespoke training courses and leadership programmes. • Using training data to create reports and communications to highlight the teams’ success to the wider HR team as well as analysing results and trends to make key decisions regarding development solutions. • Quality checking any communications, training materials, e-learning modules and other adhoc work produced within the TD team.• Created and implemented a Trainer Observation framework in line with Sky behaviours, conducted observations and provided 121 feedback.

his role primarily involved the development and design of face-to-face learning solutions to develop talent across the corporate estate.This role involved:• Working with key stakeholders to identify training needs in accordance with business priorities and designing development solutions whilst acting as Project Lead for the delivery of solutions. • Examples include a ‘Get Started at Sky’ guide which complimented Sky’s Corporate Introduction programme, a Building Business Awareness 2 hour face to face course and a 1 hour Creative Thinking session.• Lead a project which added a suite of video blogs to Sky’s pre-learning Portal ‘Get up to Speed’. • This role also included script writing for e-learning solutions and occasional delivery of training to key business groups.

This role mainly provided administrative assistance to the HR Talent Development (TD) team. Duties included:• Event and project co-ordination of leadership programmes (Podium, SLDP) for Sky’s management population from Contact Centre Leaders to Heads of Department and Director level customers. This involved liaising with people from all levels in the business, working to tight timescales and within budget.• Managed the relationships with local colleges to effectively co-ordinate Customer Operations SVQ programme.• Building relationships with internal HR and external suppliers and organising suitable venues, updating training related data and communicating success to the wider team. • Planning and co-ordinating all scheduling, resources, venue management and comms for Sky Leaders Certificate & Diploma programme.• Maintaining and reporting from the Learning Management System to make decisions on how to provide for our customers.• Providing primary support to the overall co-ordination of Sky’s online courses, e-learning and resource library.

Bachelor Of Arts (Ba), Business, Management, Marketing, And Related Support Services, 2:1

Certificate In Training Practice, Hr, Merit

Certificate In Personnel Practice, Hr, Merit