Demonstrating how UserTesting's Human Insight Platform solves business challenges, enables positive business outcomes, and delivers exceptional customer experiences.

• Collaborating with global account and sales leads to identify and qualify commercial opportunities• Playing a critical role within the demand process (in a pre-sales and advisory capacity); creating compelling proposals and shaping engagements for some of the world's biggest retailers• Partnering with retailers to co-design experiences that to get to the heart of what motivates, inspires and frustrates consumers, address hotspots in business operations and gaps in technical… Show more • Collaborating with global account and sales leads to identify and qualify commercial opportunities• Playing a critical role within the demand process (in a pre-sales and advisory capacity); creating compelling proposals and shaping engagements for some of the world's biggest retailers• Partnering with retailers to co-design experiences that to get to the heart of what motivates, inspires and frustrates consumers, address hotspots in business operations and gaps in technical capability• Demonstrating the ‘art of the possible’ through rapid prototypes, POCs and pilots for Tier 1 retailers across frictionless checkout, consent-driven loyalty and open banking• Providing a unique perspective on the retail landscape to help differentiate NCR from its competitors,including, creating an industry ‘playbook’ for convenience fuel retail; outlining a vision for the future of the industry, defining a set of retailer imperatives to tackle, and the types of experiences, operations and tech required to enable next-gen operating models• Ensuring insights, trends and use cases that are captured through customer engagements are played back into NCR’s Product Teams to inform the development of the portfolio’s future roadmap• Driving internal change - through an experience-led approach, development of repeatable delivery practices, and new ways of working Show less

Lead analyst and part of a global agile delivery team which created and owned mobile clienteling apps and digital touchpoints for Saks Fifth Avenue and Hudson's Bay department stores. These platforms allowed customers to shop seamlessly across channels and enabled store associates to provide high quality, personalised clienteling experiences that drive incremental sales for the business.• Generated +63% YOY increase in total demand for orders placed through Saks' mobile clienteling… Show more Lead analyst and part of a global agile delivery team which created and owned mobile clienteling apps and digital touchpoints for Saks Fifth Avenue and Hudson's Bay department stores. These platforms allowed customers to shop seamlessly across channels and enabled store associates to provide high quality, personalised clienteling experiences that drive incremental sales for the business.• Generated +63% YOY increase in total demand for orders placed through Saks' mobile clienteling app• Facilitating cross-functional user needs workshops and review sessions to define user needs, improve user story development, and grooming the sprint backlog to prioritise high-value roadmap items• Leading all aspects of business analysis and functional design, including epics, user stories, use cases, detailed business requirements, acceptance criteria, high-level designs and wireframes• Cross-team collaboration with store systems DevOps (OMS, middleware, ERP, POS) to integrate new product features• Employing best practices for each phase of the Software Development Life Cycle (SDLC) to deploy high-quality releases to production• Continuous iteration of products to enhance store associates' productivity and their ability to serve Saks’ customers better, while providing robust sales attribution• Collaborating with technology partners to devise a strategic vision and tactical roadmap on how to leverage technology to meet user needs, deliver business outcomes, and maximise ROI• Supporting PMO with strategic planning and programme management, stakeholder management, technical implementation and evaluation, and development of product documentation for all store facing apps• Onboarding new QA resources and overseeing user acceptance testing (UAT) and regression testing• Migration projects: transitioning existing store ops' IT functionality into a single mobile platform; enabling the business to retire +10 legacy systems that required specialist support and high OPEX Show less

Lead agency strategist overseeing the development and execution of digital & omnichannel growth strategies for companies of all sizes, across a variety of sectors, including apparel, luxury fashion, cosmetics & beauty, rehab & teen treatment, design and gourmet.• Researching and applying critical thinking to industry trends, competitor dynamics and current events to provide relevant business strategy insights to solve real-life problems• Facilitating deep-dive discovery sessions to… Show more Lead agency strategist overseeing the development and execution of digital & omnichannel growth strategies for companies of all sizes, across a variety of sectors, including apparel, luxury fashion, cosmetics & beauty, rehab & teen treatment, design and gourmet.• Researching and applying critical thinking to industry trends, competitor dynamics and current events to provide relevant business strategy insights to solve real-life problems• Facilitating deep-dive discovery sessions to better understand external challenges & opportunities, the competitive landscape, customer behaviour and clients' financial and traffic performance• Collaborating with data scientists, marketers, UX designers and information architects to devise strategic & tactical recommendations on marketing acquisition (SEO, SEM, email, social media), brand, content and business operations to drive traffic, improve conversions and deliver exceptional UX• Devising the right-sized solution for clients by identifying and leveraging operational and monetization opportunities - including asset creation and/or resource utilization - while ensuring budget allocation reflects our strategy's recommendations, priorities and the client's financial capabilities• Using key performance indicators and customer insight to make recommendations on how to improve customer journeys and the overall customer experience• Delivering continuous improvements to internal workflows to increase efficiency and margins, and enhance the overall strategy process • Ensuring projects are delivered in accordance with scope and budget through meticulous timeline management and resource allocation• Leading the content strategy for the re-launch of RYU.com; providing direction on creative, copy, display advertising and merchandising options across the client's digital channels• New business development: identifying client opportunities, drafting responses to RFPs, creating proposals, and delivering executive-level presentations Show less

The primary champion of digital and social media engagement for this newly created UK government health agency. Provided strategic advice to the organization on how digital communications could be utilised to support its business aims and objectives. Responsible for developing the organization's digital strategy and leading a team of content producers to deliver compelling, optimized content across multiple channels.Jointly led a long-term project to enable digital… Show more The primary champion of digital and social media engagement for this newly created UK government health agency. Provided strategic advice to the organization on how digital communications could be utilised to support its business aims and objectives. Responsible for developing the organization's digital strategy and leading a team of content producers to deliver compelling, optimized content across multiple channels.Jointly led a long-term project to enable digital transformation across the organisation to help over 250 NHS hospitals deliver essential financial savings and improvements in care. Worked in an agile delivery team to create a digital platform the NHS can use to access improvement resources. This included implementing authenticated user login, community discussion forums and enabling user-generated content submissions.• Led a content team to implement a new content strategy - this resulted in a 189% year-on-year increase in website visits• Developed compelling, cross-platform social media to maximise reach and audience engagement: year-on-year Twitter engagement increased by 850%• Deployed targeted, personalised, and automated email marketing campaigns, while conducting ongoing A/B testing to optimise performance• Ensured insights obtained from analytical data and user testing were at the heart of planning and future content development• Devised an internal campaign to up-skill over 100 staff to become social media ambassadors, organically amplifying the reach of key messages to 30k extra followers• Orchestrated digital communications during crises, including a cyber-attack and terrorist incidents, providing timely information and support to hospital staff• Oversaw the audit and migration of content from 15 legacy websites, reducing hosting costs and providing users with a more consistent online experience• Collaborated with the media team to align online/offline communications and messaging Show less

Oversaw, evaluated and developed all of the organisation’s digital channels to make sure they met the needs of different audiences and that each channel is performing as well as it possibly can.The organisation was tasked with regulating foundation trusts hospitals, preventing anti-competitive behaviour in the NHS and setting price tariffs for NHS care. Projects:• Coordinated the organisation's digital outputs: ensuring consistency in quality, tone of voice and branding… Show more Oversaw, evaluated and developed all of the organisation’s digital channels to make sure they met the needs of different audiences and that each channel is performing as well as it possibly can.The organisation was tasked with regulating foundation trusts hospitals, preventing anti-competitive behaviour in the NHS and setting price tariffs for NHS care. Projects:• Coordinated the organisation's digital outputs: ensuring consistency in quality, tone of voice and branding across hundreds of webpages and +50 weekly social updates • Provided expert advice and building digital capability across the organisation• Offered strategic advice on digital approaches to projects at inception and development stages• Set the strategic direction for the organisation’s social media presence• Produced infographics and video content to simplify complex topics and data• Conducted discovery and user testing to support continuous improvement of content and functionality• Coached and provided support to three content officers• Created workflows and an editorial calendar to ensure social media activity was timely, proactive and linked to wider communications planning• Formalised the social media planning process, which increased the volume of outbound tweets by 150% and improved the amount and quality of engagement received• Embedded the Enquiries & Complaints team into the Twitter monitoring process to improve response time• Trained the entire Corporate Communications team to use the Dotmailer email marketing system Show less

Ensured the organisation’s digital communications (including its website, email marketing and social media channels) met users' needs and were up-to-date, relevant and engaging.• Translated the complex mix of business objectives and users’ needs into a clear and manageable approach for delivering digital content• Created search engine optimised content based on users' needs and digital best practice• Produced video content, including scripting, filming, editing and… Show more Ensured the organisation’s digital communications (including its website, email marketing and social media channels) met users' needs and were up-to-date, relevant and engaging.• Translated the complex mix of business objectives and users’ needs into a clear and manageable approach for delivering digital content• Created search engine optimised content based on users' needs and digital best practice• Produced video content, including scripting, filming, editing and post-production• Developed infographics and engaging visual content to be utilised across multiple channels• Live tweeting from events and conferences• Coordinated the audit and migration of Monitor’s old website (+1,000 page) to the GOV.UK platform• Created a brand new corporate email newsletter aimed at executive managers in NHS hospitals - this generated a monthly open rate of 30% • Collaborated with the Press Office team and financial analysts to produce quarterly infographics on trust performance, which helped generate national media interest Show less

• Led the on-going development of Monitor’s website, including the management of day-to-day content creation• Provided quarterly reports on the website's performance to the Board• Built an online presence across a range of social media platforms including Twitter and LinkedIn• Produced a concise round-up of hospitals at risk of negative press coverage, complete with the organisation's 'lines to takes' for senior managers to use• Built media briefing packs and produce… Show more • Led the on-going development of Monitor’s website, including the management of day-to-day content creation• Provided quarterly reports on the website's performance to the Board• Built an online presence across a range of social media platforms including Twitter and LinkedIn• Produced a concise round-up of hospitals at risk of negative press coverage, complete with the organisation's 'lines to takes' for senior managers to use• Built media briefing packs and produce comprehensive ad-hoc press searches for senior management• Responded to Parliamentary Questions and information requests from Ministers on the organisation's role, its policies and other technical issues• Drafted and issuing press releases to key media and disseminating releases to stakeholders in the health sector• Assisted the Head of Media & Stakeholder relations in securing front-page coverage in the Financial Times for a story about NHS finances• Developed and presented the organisation's first-ever social media strategy, which was accepted by the Senior Management team and implemented in November 2010• Increased web traffic via Google by 72% as a result of much-improved search engine optimisation and delivered a year-on-year increase in overall web traffic by 81%• Redesigned the organisation's monthly stakeholder newsletter based on user feedback Show less

Provided proactive support to the entire communications team by managing a range of tasks, including making website and intranet updates, monitoring daily press cuttings and online media for mentions of the organisation and maintaining the CRM system.

Reported directly to the agency’s Managing Director, this role focused on the coordination andimplementation of the agency’s own marketing strategy - to provide a platform for acquiring new business and develop the agency’s regional profile.• Managed internal communications including updating content on the newly implemented SharePoint platform and staff blog• Coordinated email marketing campaigns and providing analysis and reporting on their effectiveness• Devised creative… Show more Reported directly to the agency’s Managing Director, this role focused on the coordination andimplementation of the agency’s own marketing strategy - to provide a platform for acquiring new business and develop the agency’s regional profile.• Managed internal communications including updating content on the newly implemented SharePoint platform and staff blog• Coordinated email marketing campaigns and providing analysis and reporting on their effectiveness• Devised creative concepts and implementing new marketing initiatives• Copywriting for a range of marketing materials including direct mail and corporate literature• Coordinated an overhaul of the agency's monthly e-newsletter which regularly saw open rates of over 20%• Project managed the implementation of the document-management platform SharePoint and provided on-site training support Show less

Focused on managing all of this educational awarding body’s printed marketing materials, including its corporate newsletter.• Produced creative briefs for all new corporate literature and marketing materials• Researched stories, creating effective copy and providing an editorial function for the quarterly newsletter, NCFE News, which had a national circulation of 12,000• Ensured projects are delivered to specification, on time and within budget• Project managed recruitment… Show more Focused on managing all of this educational awarding body’s printed marketing materials, including its corporate newsletter.• Produced creative briefs for all new corporate literature and marketing materials• Researched stories, creating effective copy and providing an editorial function for the quarterly newsletter, NCFE News, which had a national circulation of 12,000• Ensured projects are delivered to specification, on time and within budget• Project managed recruitment adverts nominated at the Innovation in Recruitment and Retention Awards 2008• Developed strong proofreading and copywriting skills Show less

Reporting to the Head of Media this role involved looking after the club’s external press relations, as part of a small in-house team, in a fast-paced, high-pressure environment. Organising pre and post-match press conferences for up to 100 media professionals.Assisted in the delivery of a number of high-profile events, including Barclays' Spaces for Sports initiative, the launch of the 2006/07 away strip and Alan Shearer’s testimonial.