Susan Cox Email and Phone Number

In my current role as a Senior Product Manager within the Service NSW Digital Teams, I lead an Extreme Programming Team to design and deliver on the product roadmap and backlog of continuous improvements. I am currently working in the Credentials Wallet Team and we launched the first NSW Government verifiable credential trial in partnership with St John Ambulance NSW in June this year. We have also demonstrated a fully functional proof of concept ISO-compliant Digital Photo Card and Mobile Drivers Licence at the AustRoads International Identity and Verifiable Credentials (IVC24) Summit in October. We are now preparing for the release of the ISO-compliant Digital Photo Card in the Service NSW Wallet. The initial pilot release will allow selected participants to share and verify either in person or online their digital photo card as part of a customer identity verification process.My past work at Service NSW was in leading the re-development of the Business Profile which is Service NSW’s online management portal for Business owners. I also lead the development of the digital business experience for multiple NSW Government Voucher programs including Stay NSW, First Lap, Before and After School Care and Parent NSW Vouchers. And I worked on the development of the digital application for the NSW JobSaver payments, one of the financial relief packages offered as part of the Covid stay at home orders.

As a Senior Product Owner in the Digital Capability & Identity Team at Telstra, I am responsible for facilitating the deployment of new capability into Telstra's self-service digital assets. Working as part of a dedicated agile feature team, first on the 24x7 App and now in My Telstra App, my main areas of focus are to manage and prioritise the feature teams backlog, provide support to all team members by ensuring features are clearly defined, understood and deliver business value. Working with stakeholders to define product strategy and roadmaps. I am present throughout the entire feature development lifecycle from ideation to detailed design, then into development and production. Sharing design and concepts early to gather feedback from stakeholders and running solution workshops to encourage ongoing discussion and formalising agreements within technical groups. I excel in translating business problems into digital solutions and acting as the interface between business and technical delivery teams.

As a Digital Project Manager in the Mobile Apps Delivery Team at Telstra (Consulting on behalf of FinXL IT), I was responsible for the end to end project management of new initiatives for the 24x7 App which involves scoping, budgeting, planning and resourcing projects. Acting as an escalation point for project team members. Leading discovery activities to ensure desired outcomes are achieved and working closely with Tech Leads and Iteration Managers to successfully deliver project benefits.

Telstra - Digital Experience Operations - Consulting on behalf of FinXL IT. As a Program Support Consultant in the UX & Design Program Management Office at Telstra Digital. My main focus was in Engagement and Delivery Support for the UX & Design program of work. This included scoping, planning and resourcing UX & Design project deliverables on medium to large engagements. Ensuring the team operated in accordance to delivery frameworks and design governance processes. And providing resourcing and recruitment support for the program.

Streamtime is a project management tool made for humans, not robots. Plan jobs, track progress, and spot opportunities – with the system doing most of your team's time tracking for them.As a Digital Marketing Analyst as part of the Growth Team at Streamtime, I was responsible for delivering conversion outcomes across all digital channels. Identifying audience behavioural insights to take advantage of digital trends, developing B2B marketing strategies for SEO/SEM and Social Media, and using the latest web analytics and optimisation tools to create analytical tracking solutions to inform data-led decisions.

After two years in Technical Support I moved into a Sales and Implementation role. In this role I worked with new clients from first contact during the pre-sales process through to installation, setup and initial training. Throughout the years of implementation of the Streamtime solution to new client sites, I have lead discussions with all levels of personnel from requirements gathering meetings and demonstrations with Senior Management through to training workshops with End Users. Also coordinating the installation of the software onto their existing hardware, liaising with IT Departments to ensure the solution had been setup and configured correctly to optimize database performance.

I began at Streamtime in 2008 as the first Technical Support Analyst at the company, where previously support was provided directly by their Developers. Since it was a newly created role, I put in place the systems and processes needed to provide support to their existing user base and trained new staff as the team grew. While working in Technical Support my responsibilities included logging, tracking and investigating user support issues, interrogating and analyzing system log files, applying fixes, escalating and tracking issues to Development Support, database support and maintenance, creating and updating system documentation, updating and maintaining the online knowledge base, coordinating and performing data migrations and database upgrades, QA Testing of bug fixes and new features supporting an Agile software development approach.

Platform Control provides 24/7 first line support for the entire British Sky Broadcasting platform. The department is responsible for operating, monitoring and control of BSkyB’s Digital Broadcast, Interactive and Satellite Uplink systems (DTH, DTT, IP, mobile etc). The main objective of the department is to ensure effective operation of the diverse range of systems and to provide timely detection and resolution of faults to guarantee minimum disruption to BSkyB's many services.As a Platform Controller my responsibilities included monitoring, operating and control of broadcast equipment, services and facilities, diagnosis of faults, interrogating and analyzing system log files, system administration, performing scheduled system and service health checks, documentation of platform operating procedures, resolve incidents affecting the platform in line with SLA’s and following up of all incidents to prevent repetition of any faults.

In 2007 and worked at NBC Universal's London office as a Project Coordinator in the Channel Management Support Team. They were in the middle of migrating their Presentation Scheduling System to a new supplier and I was contracted to support the Project Manager and the rest of the team as needed. My responsibilities included attending and recording minutes at project meetings, first line support and system administration of existing Presentation Scheduling System, investigating and replicating support issues, escalating and tracking issues to the internal IT Department as well as to external software suppliers, creating and updating system documentation and QA testing. In order to effectively support the Presentation Scheduling Team and represent their interests during project meetings I worked closely with them and became intimately familiar with their operational procedures.

Radical Media is a video production company producing mainly TVC's and short films. I worked there as a Production Assistant and Accounts Assistant. My main responsibilities were accounts payable, payroll – staff / crew / talent, processing talent fees and casting contracts, applying for industry government grants, organizing post and couriers, booking crew and talent, sending out director showreels, maintaining the show reel library, meeting and greeting clients and arranging catering for staff and crew lunches.

The Entertainment Book is a restaurant and activity guide that provides 25%-50% discount offers and is sold only through fundraising organisations. I began at The Entertainment Book as an Office Junior. They had begun selling The Entertainment Book online via their website and I was responsible for processing and dispatching these book orders for all Australian cities. I put in place the system and procedures needed to efficiently fulfill all online book orders, set up the filing system and created documentation for all processes. During the height of the sales season, I trained and supervised an office assistant to help fulfil the large volume of book orders coming through the website. As an office junior I also assisted with our book launch events in Sydney. After six months working as an Office Junior in Sydney an opportunity as an Office Administrator became available in the Melbourne. As an Office Administrator my responsibilities included collating and preparing reports for the management and sales team, meeting and greeting clients, product inventory control, system administration of Microsoft Access CRM Database, supporting the sales team, organising and setting up our Melbourne book launch events, and ensured the day to day smooth running of the front office.

During my last year of University I organised a working holiday at Snowshoe Mountain in West Virginia USA, living and working in the Ski Resort on top of the mountain. While there I was lucky enough to work as a Production Assistant in the Ski Resorts dedicated television station. They reported on local weather, activities, news and events happening in and around the resort. My main responsibilities were as a camera operator, video and effects editor and I updated the daily weather reports and activities schedules.