Zoe Kelleher Email & Phone Number

London, Gb

London, England, United Kingdom

As Club Exec (MD/COO role) I’m accountable for the people, clients, culture and commercial success of my autonomous business unit. Working with a lean and effective Leadership and Ops team, we ensure that our club mirrors the people centric culture of AND - empowering our ANDis to grow, step out of their comfort zone and thrive. Alongside this I look after the needs of a group of clients across in sectors such as Healthcare, Financial Services, Media and Hospitality. We work with them to understand their challenges, work collaboratively to deliver on outcomes and ultimately equip them with the team and skills they need to build, maintain and evolve their digital products. Our most recent launch is that of wagamama's soul club loyalty app - designed and built by my team to drive a premium guest experience and increased engagement and brand loyalty for wagamama. Amongst all this I focus on creating a strong culture, built on transparency, trust and collaboration. Our skills cut across product, experience design, engineering, data and delivery enabling us to be true enablers for our clients.I also also act as sponsor for our Experience Design Chapter - driving excellence in XD across AND and equipping our teams to understand and sell the value of XD work. I also sponsor our Carers' Community - working with the wider organisation to ensure that we have a supportive and inclusive culture to support and enable those with caring responsibilities to work effectively at AND.

London, England Metropolitan Area

In July 2018, we sold Webcredible to Inviqa. At the point of TUPE in April 2019 my role as MD of Webcredible ceased to exist and I moved into the role of Director, Delivery group leading a team of 160 to deliver consulting, Experience Design and tech (ecommerce and content platforms as well as bespoke software development) projects. In January 2020, my role expanded to include the Client Success team. At Inviqa, I was accountable for the successful delivery of all client work across cross-functional teams delivering consulting, experience design, technology and support services. I worked with teams across the business, as well as our clients to achieve this, continuously evolving how we worked and driving collaboration and efficiencies throughout. I lead the Consulting, Experience Design and Client Success (CS) teams, ensuring that we were engaging with our clients to understand business challenges, delivering on agreed outcomes and identifying new opportunities to sell additional services.As a board member, I also lead on company initiatives around culture change, wellbeing, data drive decision making and commercial effectiveness as well as leading pitches for new business. Highlights included: - Throughout 2020, my team retained all clients and hit our £7m target for the UK growing clients such as Tesco, Visa, Reiss and Arsenal- I led initiatives to create and embed company values, drive collaboration, recognise the importance of wellbeing and good mental health and improve real time data for resource planning, project management and project profitability. - I defined the Inviqa client experience around our values, identifying what this means for our processes, communications, skills and measurement of success. - I managed the integration of Webcredible into Inviqa retaining much of our original team as well as preserving and proliferating the fantastic culture we had created into the new organisation.

London, United Kingdom

London, United Kingdom

Founded in 2003, Webcredible was one of the original User Experience agencies in the UK and developed a reputation for not only delivering quality projects but also being a great place to work. Alongside our CEO, I led on defining company strategy & vision and driving this forward. This included developing our people and company culture, driving efficiencies, building on our relationships with existing clients, new business strategy and ultimately selling the company.I had responsibility for the overall P&L setting annual budgets and revenue targets for new business and existing clients, and working with finance to ensure we were profitable. I was accountable for the quality of what we delivered to our clients, supporting our teams to deliver great work. I led our internal teams ensuring that we had the right framework in place to help consultants deliver customer experience strategy & designs that delivered on client outcomes.In 2018 I co-led the sale of the company - preparing for exit, meeting potential buyers, due diligence and communicating to staff and clients. I subsequently led our Webcredible team into the new organisation, supporting integration and driving forward culture change for both organisations.

London, United Kingdom

As Head of Client Experience I was responsible for ensuring that every interaction with our clients was a positive experience for them. From pre-sales through to post-delivery we wanted our clients to get added value from each engagement with us. In every project we aimed to surpass expectations and make sure that what we delivered helped clients meet objectives in relation to organisational goals and user needs. Working with a team of client directors I focussed on building long-term partnerships through delivering on outcomes and driving value at every opportunity. We enjoyed successful partnerships across a number of clients including Dulux, Tesco, L'Oreal, Virgin Trains, Age UK, UCAS, RBS and National Rail.Over 3 years I increased the percentage of existing client revenue from 40% to almost 70%, enabling us to be less reliant on new business and ultimately helping us to overcome one of the most challenging years for the business when new business enquiries all but disappeared.

London, United Kingdom

Webcredible creates people-centred, efficient and delightful digital experiences. In a nutshell, we carry out research with your customers and then design websites & digital solutions based around their needs and goals. As an insight-led customer experience agency, Webcredible delivers demonstrable success for our clients time and time again: * 44% conversion improvement and a 168% uplift in leads for Countrywide * 36% increase in made-to-order online revenues for Laura Ashley * 50% reduction in mobile homepage drop-offs for Macmillan Cancer Support * 80% increase in hotel 'look-to-book' conversions for Thomson Founded in 2003, Webcredible is one of the UK's original specialist user experience agencies. We work across websites, mobile web & apps, applications, intranets, in-store interfaces and more. Our way of working is completely unique, with collaboration and knowledge sharing built into everything we do.

London, United Kingdom

As part of the Service Design team at Capita, I worked on large-scale bids running focus groups, co-design workshops, developing personas and user journeys and lo- and hi-fi prototypes to propose customer-focussed solutions for proposals. When not working on bids I worked on client sites to provide user experience delivery and consultancy and digital strategy planning across multiple channels as part of Capita's delivery projects. I was responsible for the successful delivery of all UCD elements of a multi-million pound public sector online portal. Within Capita Group marketing I was involved in web project management, Google search appliance roll-out, analysis and ongoing updates as well as digital marketing and strategy, social media strategy for the Group's corporate website.

Glasgow, United Kingdom

In my time at Innovation Digital I worked my way across a number of disciplines to become part of the management team. This experience provided me with a range of digital, user experience and project management and people skills. I delivered a substantial number of successful projects from expert usability reviews for RBS and Edinburgh City Council through to the delivery of B2B websites such as Aggreko plc and the Gas Safe Register as well as a number of B2C information and e-commerce sites.I managed a team of UX and visual designers, web developers, support desk and training & marketing consultants to deliver a range of digital projects including websites, intranets, apps and client services such as SEO, web copywriting and training. Key skills developed as part of this role included:- Client relationship management- People management- Business planning - New business & pitching - Digital project management

Lead usability consultant carrying out usability testing and expert evaluations Requirements analysisInformation architectureWire framingFunctional specificationsProject management

Delivery of public training courses in SEO, web copywriting, PPC, usability and email marketing.

Ba (Hons) European Business Studies 2:1, German, Marketing, Economics, Banking & Finance,

Msc Interactive Technologies For E-Commerce, Web Design, E-Commerce, Human Computer Interaction, Databases, Information Systems