I am responsible for the suite of industry review reports that ClearBox publishes that review the best products in the digital workplace market. I also advise on intranets, digital workplaces, and internal communications - such as strategic guidance, governance, home page design, and more.

Introduced training materials and conducted training sessions that assisted with the rollout of digital tools. Set up a foundation of intranet governance and user research activities.

Responsible for the intranet for the whole of WSH Group, a European hospitality and catering company, which incorporated 11 different businesses and 22k users. Worked with representatives across each of those businesses and within each department to improve site contents, including the introduction of analytics to measure success and identify areas of improvement. Project managed various aspects of the intranet project and worked to make the intranet the best it can be for users.

I oversaw the strategic direction of three important elements of Waterstones.The first was internal communication, with a specific focus on communication to the shops. This included the intranet, email communication and a small number of printed communications. The engagement of booksellers in company initiatives was a key part of my role, being the desired result of the successful delivery of communications projects. The second was the Waterstones' Customer Support Team. I project managed the creation and development of this team, from being previously managed by a third party, and it was successfully launched in October 2013. Through continual improvements across the business, as a direct result of the analysis and feedback I provided, customer contacts decreased by 50% and customer loyalty was vastly improved.The final element was corporate and consumer gift card sales; I oversaw the management of the sale of gift cards to businesses and individuals. Through a refocus on customer experience and a complete review of fulfillment processes, sales of corporate gift cards increased by over 100%.

I was responsible for the strategic development and accurate delivery of all shop-facing communication at Waterstones. This was primarily via the Waterstones intranet, which won the Interact “Best Overall Intranet” award in 2011. The engagement of booksellers in company initiatives was a key part of my role, being the desired result of the successful delivery of communications projects. In this role I was also responsible for the Waterstones Customer Support department, which increased in size and responsibility in October 2013 when customer service moved entirely in-house. I monitored the overall performance and drove the strategic direction of the department, as well as identified trends in customer feedback that led to changes in a number of areas.