As Product Owner for the Library's Digital Collections catalgue interface, I defined the product vision by clearly articulating the project’s goals and ensuring they aligned with the Library’s mission and user needs. Acting as the voice of the user, I ensured that the interface was intuitive, accessible, and enjoyable to use. I worked closely with stakeholders, including librarians, users, and developers, to define requirements, perform user testing and gather feedback. Managing the product backlog was a key responsibility, ensuring that the most valuable features were developed first. I wrote detailed user stories that captured the functionality and user experience requirements, and collaborated with front-end and back-end developers to ensure the product was built according to specifications. I led product increment and sprint planning sessions to ensure development stayed on track, as well as ensuring the final product met quality standards and provided a seamless user experience.

Responsible for bringing digital ideation to reality for major digital projects. Working alongside a team of Client Services Managers to deliver best-in-class execution to ensure campaigns are implemented with creativity, innovation and sound technical infrastructure. As the conduit between TLC sales and clients, and also clients and developers, to translate technical detail into ‘client friendly’ language. Responsible for digital project lifecycle, writing SOW documentation, financial management of digital components and the building/coding of tactical WordPress solutions.A leadership role, that includes educating clients on the digital solutions created for them.

Knowledge Content- Source, produce and publish high-quality digital content to internal knowledge/collaboration platforms, as well as customer-facing sites and social media channels.- Contribute to high level knowledge management planning and hands-on implementation support, for the purpose of making enterprise-wide knowledge assets advantageous for end-users. - Provided subject matter expertise in delivering a robust governance framework, to ensure consistency of copy within the KMS. Data Analytics- Designed and deploy website analytics using Adobe Marketing Suite. Included understanding business requirements to design and maintain regular stakeholder reporting, as well as using reporting to identify opportunities to improve SEO efficiency.- Developed and maintained SharePoint 2007/EDMS site, to act as file warehouse during content migration.- Oracle Application Express (APEX) application and database design, including MySQL data integration.Collaboration- Utilise internal social media, discussion boards and feedback streams to convert tacit knowledge to explicit knowledge.- Represent the needs of the end user by participating in IT discovery sessions and contributing to business requirements.- Advise copywriters, authors, editors and developers on best practices and ensure that the governance framework is adhered to across the organisation.

• Governance, administration and improvement of CTI (Computer Telephony Integration) in Telstra’s internal and Industry Partner call centre environments.• Facilitation of weekly Call Routing Governance meetings, to enable collaboration between the business representatives, Customer Access and Vendor Management for pending initiatives and changes.• Stakeholder management of cross-functional business initiatives requiring IVR (Interactive Voice Response) or routing solutions.• Internal Transfer SME, with cross-business accountabilities relating to transfer processes and technologies.• Produce, interpret and present reporting and data required to support pending business improvements and measure benefits post-implementation.• CTI Fault analysis and restoration, including communications and Business Continuity considerations.

• Leadership of Team• Operational Efficiency• Revenue Growth• Customer Satisfaction• Staff Satisfaction

(Secondment)• Internal Campaign Management • Resource Management• Campaign expenditure• Centre Communications• Briefing Facilitator• Gather and Analyse Data

(Secondment)• SME to consultants trialling Live Chat application• Developed website to support learnings and sustain growth• Facilitate system and content training• Ensure maintenance of legal and regulatory obligations

• Ensure all Telstra Email Communications policies are adhered to by team members.• Provide reporting to One North Leadership Team and Online Channel• Follow channel legal vetting process for new email content– liaise with channel legal counsel