Fife College

Head of Solution Design, Delivery & Insights

Renfrewshire Council

I led a team of technologists to deliver end-to-end digital processes. I oversaw the delivery of over 150 new digital processes including applications for grants, licences, and permits. These processes decreased processing times dramatically, improving efficiency and customer service.

My team grew the online customer portal from 2,000 weekly users in 2019 to 4,000 in 2023. In the same period the number of registered users grew from 40,000 to over 100,000. We have supported channel shift away from telephone and face-to-face, to online self-service.

I enjoyed finding ways of using technology to streamline the way we work, to be ahead of the curve, and to provide delightful experiences for citizens and staff.

Senior Service Delivery Officer (Customer Technology)

I led a team of technologists to deliver a project replacing the Council's legacy CRM system with a new Granicus solution.

In 2020, my team supported the Council's response to the pandemic by building a digital hub for self-isolating individuals to request support, by building digital end-to-end processes at short notice for emergency grants announced by the Scottish Government, and by providing digital end-to-end processes for services which were previously face-to-face.

Digital Delivery Officer (Technology)

I joined the Council as part of the Digital First team, delivering end-to-end digital services for customers following the Scottish Approach to Service Design (SAtSD). I engaged with end users, defined personas, mapped user journeys, identified pain points, redesigned services using service blueprints, and designed user interactions.

User Experience (UX) Officer

Mott MacDonald

Contributed to the delivery of technology solutions including web apps for UTMC (urban traffic management & control), crisis management for large events like the Commonwealth Games 2014, and travel information systems for local authorities.

Involved in the full development lifecycle: requirements elicitation, system architecture, UI design, implementation, testing, documentation, deployment, and maintenance.

Software Engineer

Avaloq Evolution AG

Development and maintained components of the company's key product, the ABS core banking system.

Focused on securities trading and liquidity management components of the system including: repurchase agreements, money markets, and fiduciaries.

University of Glasgow

Summer internship with the Multimodal Interaction Group (MIG).

Designed, implemented, and evaluated software for mobile phones and tablets, specifically for older users in the field of home care. Facilitated focus groups and co-design sessions.

Co-authored a paper on our findings, published in PervasiveHealth 2012.

UX Research Assistant

I've recently taken on a new position as Head of Solution Design, Delivery & Insights at Fife College.

Before that, I led a digital transformation team for local government, and was a Software Engineer in the private sector.

I have degrees in Computing Science and UX Design, and a level 5 certificate from the Chartered Management Institute.

I'm passionate about using technology to improve customer journeys. I enjoy creating, growing, nurturing, and directing groups of talented people to achieve this.

My philosophy is to keep things simple, be transparent, and always be bold. ✨

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