My Portfolio

Central Gov. | Social Housing | Strategic Partnership - Charitable Sector | Local Gov.

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👩‍💼Leadership Style:

visionary | change orientated | participative | ideological | 

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My main professional training can be viewed on my LinkedIn Profile

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📅 Nov 2020 to date

Service Design Lead (Basildon Council)

• Led on, and successfully embedded the Council’s Service Design Framework and Toolkit (currently 43 tools inc. a Service Pattern Library)  

• Initiated a Service Design Champions scheme, and Community of Practice (active mentoring of 74 members)

• Piloting and leading on the establishment of the Council’s Service Design Academy (inc. e-learning, coaching, and mentoring) to strengthen service design maturity and skills

• Leading and managing 19 matrix service design teams through customer journey and service blueprint transformation (inc. Customer Case Management, Housing, Taxi Licensing, Local Land Charges, Building Control, Disabled Facilities Grant) – 10 case studies

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📅 2015 - 2020

Service Design, Knowledge and Research Lead (EYA – A Better Start Southend)

• Leading and managing a complex portfolio of innovative and science-based service designs (partnership with Southend Council)

• Successful execution, publication, and implementation of Service Design, and Evaluation Frameworks (and toolkit)

• Active member of the Senior Programme Team, Boards, and governance groups – subject matter expert for service design and research

• Founding Editor of an Early Years Research Bulletin (and accompanying blogs and e-poster content) to support workforce development and evidence-based practice

• Producing and presenting insight and evaluations to drive successful service delivery inc. an innovative communication and language service (7% improvement in children’s outcomes)

• Initiating and leading on transformational theories of change and logic modelling for a £40m programme, and portfolio of projects

• Leading on the influential introduction of an outcome’s framework, and formative evaluation strategy, which was recognized as a model of good practice by a major grant funder

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2014 - 2015

📅 Research Lead | Funding Bid Writer (Early Years Alliance – A Better Start Southend)

• Lead researcher, and funding bid writer in a small bid team that were responsible for a successful ten-year lottery funded early year’s programme (value of £40m)

• Co-Leading the mobilisation, implementation, project plans and fund mapping for a complex project portfolio (inc. 40 projects)

• Leading and coordinating parenting intervention research, and service designs

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📅 2004 - 2014

Leadership and Management - various (Estuary Housing Association)

• Leadership and management of a large multi-agency staff team and strategy inc. a £250k annual community development budget

• Driving service improvement and quality improvement

• Managing functional performance management (inc. budgets monitoring, and evaluation)

• Transforming satisfaction in service delivery from 70% to 95% (and increasing reach to the Centre by 20%)

• Management and practice supervision of a student social work unit (postgraduate and undergraduate)

• Successful execution and management of successful high value bids and grant applications (inc. commissioning a oral history publication)

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📅 1988 - 2004

Various roles including Higher Executive Officer (HM Customs and Excise)

• Project management in business and statistical analysis departments (inc. Prince2, SaS, and Crystal Reports)

• IT Helpdesk coordination for a Customs Directorate

• Managing Communications (inc. website design MS Frontpage),

• Managing an IT Procurement function

• Managing service improvement and quality management systems (ISO9001), service design and mgt. (ITIL), and user testing for a wide range of IT Projects

• Trained trainer and facilitator (learning design and delivery)