Experience

• 

  Sky

  Sept 2003 - Sept 2003

  Contact centre advisor
• 

  Sky

  Apr 2004 - Oct 2016

  My job purpose was to help inform and drive the Knowledge Management strategy for Sky’s Know-How Learning & Development Directorate whilst having a strong focus on people and the effectiveness of in life applications. Creating business use cases to secure funding for strategic initiatives that add value to Sky’s Customer Service Group stakeholders and front-line people whilst managing these projects using Six Sigma/DMAIC methodologies ensuring they are effectively managed and ran.Key accountabilities:o Managed 11 experienced people across Research, Design, Developer, UI and UX disciplineso Creating thought provoking qualitative & quantitative insight to inform data-driven business decisionso Developing the Digital Knowledge Management platform to support strategic change programmes and proactive initiativeso Create a culture of empowerment and platform for people to perform at their besto Ability to have effective working relationships with internal and external stakeholderso Manage performance consistently, enabling people to grow and stretch within roleo Ownership of delivery plan to efficiently and effectively manage multiple work streamso Developing and harnessing the Salesforce platform for a multi-channel audience of 16,000 employees forKnowledge ManagementMy key successes in this role included:o Managed and created our iKnow2 Knowledge Management solution for CSG’s 16,000 employees acrossContact Centre, Home Service and Retail for Sky’s game-changing new product - Sky Q which had abudget of £2 milliono Conceived and implemented new community/social approach within the Salesforce platform forKnowledge base feedback which 16,000 CSG colleagues use to collaborate and share learnings on. Thisapproach also saved 1 FTE in annual savings per annumo Led the contract sign off activity for CSG for the new Sky Mobile proposition worth circa £500,000 withLucidCX - Sky’s new Mobile Device Knowledge Management partner Show less My key responsibilities included:o Leading and developing a team of 8 Quality Consultants across multiple siteso Embedding Six Sigma/DMAIC ways of working within consultant teamo Building and maintaining effective relationships across all levels within the operation including supportfunctions and strategic partnerso Strong analytical insight on large volume data that enabled business decisionso Process implementation and compliance control for our Talk and Broadband productso Proactively identifying opportunity areas to drive business metrics forwardo End to end project management for Deep Dive research activitiesMy key successes in this role were:o Nominated for a CCA (Contact Centre Association) Awards and Customer Experience Awards for BestBack office functiono Believe in Better award (Company-wide recognition) for best in class team (Highly Commended – x2)o Developing people with 2 employees successfully moving into Management roleso Leading project for Customer Service Ggroup Director, which informed the business for Average Handling Time with recommendations which saved circa £10.8 million per yearo Development of Listening Post areas that rolled out across full Sky estate enabling 12,000 people to listento examples of great customer callso Design, creation and development of Quality OnDemand Online portal through Salesforce enabling CSGpeople to have access to a library of Call Recordings, Self Service reporting and Coaching frameworks Show less

  • Knowledge Management Project Manager

    Oct 2014 - Oct 2016

  • Regional Quality Leader (Scotland)

    Jan 2012 - Sept 2014

  • Operations Controller

    May 2007 - Jan 2012

  • Senior Super User

    Apr 2004 - May 2007
• 

  Agb online solutions ltd

  Dec 2010 - now

  A Digital Agency based in Dunfermline who specialise in creating Digital Online Solutions for clients at scale across multiple business sectors. We work closely with each client to define their Digital roadmap and ensure they have the right solution that fits their needs. Our solutions are built on data-driven information to ensure we can maximise and expand the client's footprint and give true return on investment. We specialise in full project management using Agile Methodologies and cover the full end to end process ensuring our clients have true piece of mind. The services we offer are -Web Design and Development of Content Management Systems, Brand creation, UI/UX, Social Media Marketing, SEO, Contracting and Consulting, Google Adword campaign management and Google Analytics analysis. Creation of immersive content using SUV/Drone and 360° technologies.www.agbonlinesolutionsltd.co.uk#turningideasintoreality Show less

  • Director

    Dec 2016 - now

  • Owner

    Dec 2010 - Dec 2016
• 

  Prudential assurance

  Sept 2017 - Dec 2017

  Contract | digital innovation lab lead

  Exploring new technologies and taking a lead on modern solutions, devices and techniques that support wider strategic goals through the creation of innovative solutions.

• 

  Franklin templeton

  Mar 2018 - now

  In this role, I'm supporting the development and implementation of Franklin Templeton's Global Digital Capabilities Framework for Search. I'm responsible for ensuring we have a performant search experience for 100+ Global sites for multiple audience segments and supporting the transition from Google Search Appliance to Elastic Search.My responsibilities include - Digital Capability and maturity analysisVendor assessment and market reviewEmbedding digital capability frameworkSupporting tasks associated with developing Web strategyWebsite Site Audit and value analysisContent lifecycle analysisProduct owner for prioritized digital roadmap initiativesProduct management of changeDigital technology trend research and reportingSetting up research frameworkPromoting Digital Capability framework and digital insight Show less

  • Lead Global Digital Product Owner

    Feb 2019 - now

  • Contract | Digital Analyst / Product Owner

    Mar 2018 - Jan 2019