Martin Bowman

Experience

• 

  Electronic Data Systems

  Jun 2005 - Mar 2006

  Senior Technical Support Specialist
• 

  Royal Mail

  Jun 2006 - Sept 2006

  Customer Services Agent

  Customer service and complaints handling.

• 

  Sitel Group

  Jan 2007 - May 2009

  Sage Technical Support

  Technical support of Sage 50 Payroll

• 

  Northumbria University

  Jun 2009 - Apr 2010

  Student Helpdesk Agent

  Providing software and hardware technical support to students of Northumbria University> Support students and staff via call, chat, email and in-person via the IT guru bar.> Review and redesign Knowledgebase article format, with new quality standards.

• 

  Sage

  May 2010 - Dec 2024

  Reporting to: VP Colleague CommunicationsDirect reports: 2 x Enablement AssociatesResponsibilities• Senior Manager within Internal Comms team.• Partner with stakeholders to craft and deliver key messages.• Create and execute a multi-channel comms and enablement plan, delivering messages to 12,000 global colleagues.• Bring messages to life in creative ways, including video, podcasts and more to increase adoption and engagement.• Simplify complex messages for all audiences and regions.• Translate multi-lingual comms and resources.• Increase adoption across global comms channels.• Build SharePoint hubs for key initiatives and global intranet.• Support delivery of global multi-site events for all colleagues.Highlights• Designed and launched new comms channel strategy, improving consistency across email, social, intranet and digital signage.• Partner with VP of People Strategy to deliver comms and resources for new hybrid working policy, improving office attendance by 50%.• Partner with VP of L&D to share changes to performance review, OKR setting and LMS, increasing adoption of new processes.• Partner with Brand Director to build a SharePoint Customer Hub, helping colleagues get closer to customers and CX strategy, increasing hours logged in customer-related activities by 300%. Show less Reporting to: Head of Craft EnablementDirect reports: 2 x Enablement Associates and 2 x graduates Support the project delivery community by providing the right framework, tools, processes, training and resources for them to be at their best. Support the wider-business in delivering messages for key business initiatives through engaging comms, video and resources.Responsibilities• Senior Manager within CEO Office.• Create and execute comms, training and engagement plans for global projects delivered by the CEO Office.• Partner with stakeholders to bring messages to life through written comms, video, SharePoint hubs and more.• Deliver training and resources to enable colleagues to adopt new tools and process.• Function-wide engagement strategy, comms and activities.• Create engaging presentations for business leaders.• Plan and facilitate global multi-site events.Highlights• Promotion with management responsibilities.• Partner with VP of Transformation to launch new project management tool and framework – delivering comms and training to drive consistent ways of working across the business.• Partner with VP of Transformation to design new agile framework.• Partner with EVP of Transformation to organise and facilitate global summit events with £30k budget. Show less Reporting to: Head of Business ChangeResponsibilities• Continuation of responsibilities from previous role.• Mentoring and coaching of early careers colleagues, upskilling. them to support me with growing demand.Highlights:• Promotion from Business Change Trainer.• Deliver effective meeting training with Chief People Officer, driving 10% reduction of time spent in meetings globally.• Work with Culture team on psychological safety training for Managers, increasing related pulse survey score.• Work with HR & People teams to deliver training on pay & reward, salary planning, colleague recognition and travel & expenses. Show less Reporting to: Head of Business ChangeResponsibilities• Write and deliver training for global and strategic projects.• Classroom delivery, virtual, e-learning, how-to guides.• Build SharePoint knowledgebase sites to host resources.• Create content within brand and accessibility guidelines.• WalkMe in-app guidance and process automation.• Powtoon animated videos to bring messages to life.• Change management for global projects.Highlights• Work with VP of People Strategy to deliver training and resources for new flexible working approach following COVID.• Write and deliver training on Salesforce CRM migration, receiving 92% satisfaction score and 100% adoption in process.• Support new website login authentication process, impacting colleagues and customers, as both Change Manager and Trainer.• Work with Brand teams on global brand refresh, enabling all colleagues to use new brand assets and templates. Show less Reporting to: Senior Operations Manager - Change & ImprovementResponsibilities• Customer and colleague readiness for product/service changes.• Programme-manage function-wide continuous improvement plan.• Colleague comms and engagement.• Design and deliver new tools/processes to drive efficiencies.• Data analysis of customer and colleague impacts and benefits.• Customer journey mapping and process improvement.• Incident management, mitigating risks and issues relating to product bugs and downtime.Highlights:• Promotion from Business Improvement Specialist.• Delivered £2m capacity savings by reducing waste and creating operational efficiencies.• Define requirements and help build end-to-end Salesforce UI and case-management process as part of CRM migration. Show less Reporting to: Senior Operations Manager - Change & ImprovementMitigate impact and drive cost/efficiency savings through continuous improvement of internal and external process within our Customer Services operation.Responsibilities• Create capacity and drive efficiency savings through continuous improvement of colleague and customer process.• Colleague comms and engagement, including monthly newsletters and team-based games/competition.Highlights• Promotion from Project Specialist.• Program-managed a People Plan of colleague-focussed initiatives, increasing eSAT.• Design and deliver new customer help centre, promoting self-service and reducing customer contact.• Improved our website sign-up and login journey for customers, reducing contact and improving NPS. Show less Technical support for Sage 50 Accounts, Sage 50 Payroll and then Sage Business Cloud Accounting and Payroll as part of a hand-picked team for our new flagship product.Responsibilities• Customer service and problem solving.• Manage colleague and customer escalations as tier 2 support.• Create internal training to support new functionality and legislation ( e.g. payroll RTI).• Deliver customer-facing resources, articles, webinars and more.Highlights• Helped improve product NPS from -13 to +75 in 9 months as part of an experimental new support team.• Acting as a subject expert, supporting product developers in UX and process design for new process and legislation implementation. Show less

  • Enablement Manager - Internal Communications

    Mar 2024 - Dec 2024

  • Enablement Manager - Programme Delivery

    Nov 2022 - Mar 2024

  • Senior Business Change Trainer

    Jan 2022 - Oct 2022

  • Business Change Trainer

    Jun 2019 - Jan 2022

  • Change Manager

    Dec 2015 - Jun 2019

  • Business Improvement Specialist

    Oct 2014 - Dec 2015

  • Project Specialist

    Sept 2013 - Oct 2014

  • Technical Support Analyst

    May 2010 - Sept 2013
• 

  Flutter UK & Ireland

  Jan 2025 - now

  People Performance and Planning Manager

  Supporting the Head of Workforce Transformation and Chief People Officer in driving engagement with our People strategy. I work closely with our People Leadership Team on narrative and storytelling to enable colleagues through changes to our operating model.