Lee Harris

Experience

• 

  Leisure Direction Limited

  Jul 2005 - Jan 2008

  Marketing Assistant / Commercial Executive

  Travel agency and tour operator.Responsibilities included:Web editingContent managementAsset managementBrochure productionCopy-writingProof-readingChecking contracts3rd party management

• 

  Investis

  Jan 2008 - Jul 2008

  Marketing Executive

  • Website Manager for the company website: gathering and editing content plus liaising with technical departments to manage updates and sign off on completion.• Written and telephone correspondence with very high-level contacts, usually directors and heads of department, many in FTSE 250 and AIM companies.• Event organisation, on average one per week both small and large-scale. This includes all invitations and logistics, arrangement and on-floor management of the catering and dealing with any ad hoc issues which may arise on the occasion. • Management of the logistical and practical set-up of the Investis stand at the recent IRS Conference, including a digital game which was created from scratch under my supervision and all practical on-site arrangements.• Use of Salesforce. Includes inputting of marketing data, running of reports, mass profile updates etc.• Use of Vertical Response for mass e-mail campaigns and related statistics monitoring, including the use of HTML and all relevant copy-writing and proof-reading.• Monitoring Google Analytics for website trends, statistics and potential leads. Also involved in PPC campaigns.• Copy writing and proof reading of materials for use in e-mails, flyers and letters.• Research of various kinds, used both as general information-gathering and for strategic decision-making. Show less

• 

  Made in Italy Group

  Feb 2009 - Jul 2009

  Marketing Manager

  • Website management. Involving a great deal of copywriting and proofreading, HTML coding as well as in-house CMS use, liaising with external webmasters, image manipulation and graphic design, research and ad hoc learning.• E-mail campaigns. I initiated the projects and successfully introduced the concept of e-mail marketing to the company. They were usually related to new offers, restaurant openings, a new delivery service and printable vouchers. I used both the existing database and data lists I sourced and bought for the purposes (CRM). • Marketing strategy. Short, medium and long-term strategic planning for all restaurants, the website, future projects, the new delivery service and any other marketing necessities. • Budgetary planning for Marketing when possible and estimating the resultant ROI.• Project management. Management of external and internal resources and stakeholders at all levels, requiring clear and concise communication.• Graphic design of posters, leaflets, vouchers, magazine advertisements. Light image manipulation for the website and other purposes. My designs boosted sales wherever they were deployed (by 900% for the delivery service, in conjunction with other factors).• Contacting relevant people and organisations. This was an important part of the job, as it opened new avenues for marketing and sales. Those contacted include: the Italian Chamber of Commerce, Italian Embassy, Italian Trade Commission, Italian Consulate, Selfridges, Harrods, Westfield (Shepherd’s Bush), Vue Cinemas, Transport for London and many others.• Third party management. This included printers, designers, builders, graphic designers, various suppliers and ad hoc necessities. Show less

• 

  BPP Professional Education

  Apr 2010 - Nov 2012

  Marketing Producer

  My main responsibilities are updating and editing the website, critical document production and management, SEO, user experience, site architecture and testing.• Website management using the Liferay CMS (previously Immediacy) and Konakart eCommerce system. This includes site architecture, editing, HTML coding, SEO and sign-off authority to go live. Essential to this is the planning, stakeholder communication, prioritising, determining timelines and resources and adapting accordingly.• Copy-writing and proof-reading for both online and offline content. Approval of image and copy usage, and internal and external linking.• Stakeholder management at all levels and for third parties to gather and check information. Improving processes, stakeholder relationships and contributing to and resolving long and short-term issues.• Project management: scoping, planning, risk management, stakeholder negotiations, sign-off and implementing lessons learned.• Managing advertising worth over £100,000 through various medias – print, online, outdoor, marketing collateral.• E-mail campaigns using the Eloqua e-mail and form-building software from conception to execution, including data acquisition and segmentation, HTML writing and editing, sending and full analysis including ROI.• Brochure production, including copy-editing, sourcing artwork and third party management (designers, printers etc).• Competitor research; detailed, complete information on specific competitors by various criteria (such as geographic region or rankings).• Working to tight deadlines on small and large-scale projects, including those affected by outside criteria, especially for advertising, and managing third parties to ensure that they do the same.• Image and video: light Adobe Photoshop image manipulation, FastStone, Camtasia recordings very successfully used for internal training videos. Show less

• 

  TSB Bank

  Jan 2013 - Nov 2015

  User Experience Manager

  • User-Centred Designs (UCD) creation and implementation. • 3rd party and stakeholder management for graphic designs, SEO and development requirements.• Business As Usual (BAU) changes. High volumes of time-critical requests, including confidential changes and iterative improvements.• Lloyds/TSB separation. During this unique event I was part of the three-person UX team, and sole UX specialist for a month afterwards.• Next Generation App project. The mobile banking app delivered through Lloyds. A highly complex project with aggressive timelines and politically sensitive. Mapping all user journeys, copy-editing documents, managing sign-offs, post-live issues and defects. • Website search project. I led a project to add a search facility to the website. This involved working with LBG and all the commensurate legal challenges this created, technical support from Google and critical stakeholder management.• Mortgage rate data automation project. A project I initiated managed to significantly increase efficiency and reduce risk (a top Digital priority), replacing an error-prone manual process which required disproportionate resource. • JIRA implementation. Acted as both process and subject matter expert to help map out the user journeys, highlighting potential issues and presenting solutions to replace the manual, slow and inconsistent sign-off process.• New RACI and sign-off processes. Designed to replace an informal and inefficient legacy process between departments, which had caused problems and misunderstandings for years. Working in a small team to initiate the project, write requirements, get stakeholder buy-in and progress it through to a challenging delivery.• Represented the UX team at the annual TSB Conference. Was asked by senior management to meet colleagues of all levels from across the country to act as subject matter expert for the new TSB mobile app and Apple Pay. • Training colleagues of all levels of seniority on systems and processes. Show less

• 

  BT

  Feb 2016 - May 2017

  Digital Customer Experience Specialist

  Key project: Consumer.com (Billing and Account Management)Summary: multi-million project to revamp both the customer and BT advisor experiences. The objectives of the project were to improve user journeys, reduce Propensity To Contact and Call Handling Time, increase NPS and NES and modernise the digital offerings.• Managing the definition and delivery of major online and digital functionality. • Overseeing the creation of all UX wireframes and interactive Axure prototypes and all required assets to support the digital implementation process. • Translation of high level requirements into effective projects and realising robust and measurable business targets. • Writing detailed requirements in the form of user stories with acceptance criteria - utilising the Behaviour Driven Development framework so they can also be used as test scripts - for digital development and implementation.• Producing functional specification documentation that is used as inputs into the Agile development teams.• Managing key stakeholders effectively, both within the team and across commercial process, operational, product line, marketing, online and engineering operational teams. Presenting at all levels.• Providing clear visibility of the deliverables and taking ownership to ensure that challenges, risks and issues are quickly identified, understood clearly and prioritised accordingly.• Testing digital implementations, both customer and advisor journeys, and that any issues are appropriately prioritised. • Subject matter expert to other projects which intersect with future developments or impact existing journeys.• Trial and launch support for major digital capability phases. • Ensuring brand and online guideline consistency, and coherency for all online experiences.• Usability testing of prototypes: representing scenarios which can intersect with other prototypes from various teams, in order to test a complete end-to-end journey on users. Show less

• 

  Veracity

  May 2018 - now

  Veracity Design Lead, Senior UX Specialist & Group Leader

  An independent cloud platform and network of modular tools.Built to manage and establish trust in industry data.