Wallis S. Email & Phone Number

United Kingdom

Gather and identify user needs and requirements from user research and customer insight to ensure services are user centredCreate high-level process maps to display the "As Is" and "To Be" customer journeyLiaise with stakeholders including, Policy, Compliance and Project teams to identify blockers and changes that need to be made to the process and once made, seek approval from the Chancellor

Provided consistent support to the HMRC user research community and recruited users across a range of digital services. Within a year, I recruited over 200 users solely for Covid and EU Exit projects.Assisted with organisation of bi-weekly research meetings which I was awarded User Research Community Member of the Year for 2020.Lead qualitative usability tests on the Self Employment Income Support Scheme to help iterate and improve the service which resulted in a 97% CSAT result and 98% completion rate.Liaised with internal and external stakeholders to ensure recruitment requests are managed accordingly.

Developed engaging, targeted content and messages suitable for use across a range of digital channels.Influenced a national behaviour change campaign by analysing appropriate communication channels in line with a million pound budget.Identified key online influencers and links between partner groups to better target digital communication and services.

Collaboratively worked as part of a multi-disciplinary team to create and transform digital services which comply with GDS.Lead a range of qualitative and quantitative research.Promoted user research panel at external B2B and B2C events, accelerating in-house services and sign-up rates for research.Created customer journey maps to help inform business processes and highlight any blockers.Worked with Customer Insight to produce and analyse an online survey to measure satisfaction rates. I presented the key findings to high profile stakeholders, including SME's and OGD's.Liaised with charities to promote the user panel to digitally excluded and vulnerable users.

United Kingdom

Undertook competitor analysis to inform development of product sales strategy using social mediaManaged and tracked ROI of posts by reviewing and tracking click through rates and proposing new copy.

Earned status of top part-time sales assistant consistently through product knowledge and passion for the brandAccomplished and achieved company sales and operational goals in a commission based environment

Sourced and produced news packages to be aired in a timely manner.

Business With Marketing Management, Business, Management, Marketing, And Related Support Services

Activities and Societies: NUOVO Society

Broadcast Journalism, 120 Credits