BT Group

A parallel assignment for EE, focused on delivering a new contact experience on a REACT platform, enabling future developments through API integration. Running a squad including a content designer, React developers, product designer and using a BA to support. Doubling up as a scrum master to ensure good agile practices and consistent squad performance.

Digital Product Owner, Contact Capability, Help Content and Community

Working with conversational and generative AI. Leading an agile squad developing sophisticated, multi-turn Dialog Flow-based chatbot conversations, delivering an excellent CX, strong resolution and containment rates using in-conversation integration into backend systems.

Digital Product Owner - Conversational AI

Codurance

Product Management in Codurance provides fluid exchange and logic between the Problem Space of users’ needs and pain points and the execution and development within the Solution Space to generate viable and valuable products for customers that deliver on business goals. I work with clients across multiple domains, supporting them to maximise ROI on products, create the most efficient delivery processes possible and develop metric frameworks to clearly demonstrate success against customer and business goals.

Senior Product Manager

Stuff

Successfully delivered an in-house content authoring tool used by 400+ journalists every day to complement the existing Adobe Experience Manager platform used for publishing to apps, mobile, and desktop web. Managing content and automation, including partner content ingestion, and robot writing, across platforms and tools including Wordsmith, IBM Watson, and Adobe Experience Manager. Utilizing agile development methods with a squad of developers, testers, and a BA and external vendors.

Senior Product Manager - Content & Automation

Accountable for the optimisation and development of the Home and Contents insurance digital products across multiple brands (State and AMI), and development of future Buy Journeys. Product Owner in a cross-skilled agile team.

Senior Digital Product Owner

Vodafone New Zealand

Full-stack ownership of an IBM Watson-powered chatbot that delivered more than 180,000 conversations with an accuracy rate of 90% and a consistently high CES of 5+ across 6 key areas of value for the business. Product Owner for a squad of 9, one of the first agile squads in Vodafone NZ, acknowledged by IBM as a truly customer-centric and world-class agile squad. Fully conversant on Atlassian tools - JIRA and Confluence.

Inspired winner for Q1 2015/2016

Product Owner, AI & Automated Support

Line manager for a team of 7 that consolidated multiple Knowledge Bases into one pan-business KB that served both internal users (frontline teams) and the public – web pages and FAQs. Additionally, Community Manager for the Vodafone Community, a social forum on the Lithium platform with more than 45,000 members. Continuous improvement in TNPS scores across web and FAQs providing self-service information to customers.

Channel Manager, Help & Support

Created and managed a design/UX team of 4 and a content team of 6. Team was responsible for designing digital experiences, building them in a CMS (Oracle Web Centred Sites) as well as BAU maintenance of that content, which included marketing promotions, product info, help content, video and interactive tools, aligned to outbound marketing activities. Direct responsibility for design/UX, information architecture, content quality and onflow into sales funnel/self-service content. KPIs included TNPS, CES and self-service and sales results. Worked with partners such as Optimal Workshop, Oracle and more.

Digital Content Manager

Responsible maintaining and development customer-facing help content and services on mobile and the web, including a Community service based on the Lithium platform, FAQs and web content across the Vodafone website, supporting sales flows as well as dedicated Help channels. Additionally, responsible for developing and maintaining internal support content using Oracle Service Cloud products, and line management of a team of 4 content producers.

Help & Support Content Manager

Responsible for customer experience of Vodafone digital properties including web and mobile site design and apps, I built and led a team of 8 covering visual, interaction and experience design, site architecture, content creation and management.

Web Design & Usability Manager

LeftClick

Emigrated to Christchurch from UK, managed clients as large as Ravensdown and as small as a local shoe store, providing digital transformation consultancy, UX/UI design for websites and mobile apps. Successful design, build and launch of travel and other commercial websites, mobile apps for wheelchair users.

Senior User Experience Consultant

Worked pan-European, leading a blended onshore/offshore team developing digital properties on a new CMS platform. Skills applied included UX, UI, SEO, IA, UCD, and proposition planning and development. Results included successful launches of music, women’s, entertainment and news channels across UK, France and Germany.

Senior Manager, Experience & Proposition

Business owner for the digital Entertainment portfolio including music, video, games, TV, Kids and Film. Responsible for channel strategy including content, partner management, budgeting and delivery. Results included relaunch of a revamped radio channel, HD video music events involving Crowded House, Sugarbabes and Amy Winehouse with live events transformed into digital content including commercial partnerships with record labels. Managed a team of 8 content producers.

Head of Entertainment

Business owner for the music channel portfolio including streaming music video and radio, live events (Aol Sessions). Strategy and commercial management of partners including major and independent music labels, radio and TV stations. Results include a number of successful live events, relaunched radio and video platforms and strong unique visitor traffic growth through channels supporting ad revenue.

Head of Music

Eoncorp

Freelance digital consultant providing digital strategy, content management, team structure advice and more for various clients including The British Council.

Digital Consultant

Digital lead for 6 Music radio station developing and executing content strategy across web, interactive TV, mobile and digital radio platforms. Results include design and launch of successful website, interactive events including Glastonbury and live music sessions as well as BAU products for digital radio such as text services etc.

Also, Interactive lead for 5 Live managing a team of four integrating news and sport radio and interactive output, across web, interactive TV, mobile and live text with radio platforms covering news, current affairs and domestic and international sporting events.

Senior Interactive Producer

SonyBMG/UMG

Digital music startups supported by Universal Music and Sony BMG, GetMusic was the online equivalent of MTV, while Pressplay was an early mover in the digital music service space based on the Windows Media platform. Successful launch of European website and early iteration of music service.

Operations Director, GetMusic / Pressplay

I am a product manager and digital specialist with deep experience in product ownership, strategy and delivery. I am known for delivering quality products and services to market, empowering successful teams through servant leadership while working in the UK, US and New Zealand. I am skilled in digital product management and strategy, user experience design, co-creation. I am an IC-certified agile practitioner and product owner, as well as a trusted and respected people manager.

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