My Portfolio

Central Gov. | Social Housing | Strategic Partnership | Local Gov. |

Social Value - Commercial

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👩‍💼Leadership Style:

visionary | change orientated | participative | ideological | 

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Personality Type:

Ambivert | Intuitive | Feeling | Judgement (E/I N / F / J)

Strengths in: Harmonising | Campaigning | Innovating | Exploring

Thinking Hats: Yellow (Positivity), Red (Feelings), Green (Creativity)

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My main professional training can be viewed on my LinkedIn Profile

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📅 September 2024 to April 2026

Head of Customer Journey (Maximus UK - Global service to Government) | Remote | Full Time

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• ​​Led a strategic transformation across 53 customer journeys in a complex, regulated public sector environment, delivering measurable improvements in operational effectiveness.

• Increased service trust scores by 6.75%, reflecting greater citizen confidence.

• Established a unified customer and citizen journey roadmap and framework, aligning services with user needs and business priorities.

• Championed end-to-end service improvement, embedding journey ownership and continuous improvement.

• Embedded the citizen voice through UAT, co-design, and insight-driven iteration, ensuring inclusive, compliant outcomes.

• Provided product leadership, influencing senior stakeholders to drive citizen-centred innovation.

• Set strategic prioritisation and assurance for product backlogs, embedding evidence-based personas and user stories to align delivery with citizen need, regulatory requirements, and organisational outcomes.

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📅 Nov 2020 to 31st August 2024

Service Design Lead (Basildon Council - Local Government) | Remote | Full Time 

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• Set and oversaw performance management and OKRs, leading delivery of organisational service design maturity aligned to the Government Service Manual and ISO 9241-210 within a regulated public sector environment.

• Provided strategic oversight of 33 matrixed service design teams and programmes, spanning user research, journey management, and end-to-end service transformation and change across digital, policy, and people-centred delivery.

• Established and governed the Council’s Service Design Framework and Roadmap, ensuring consistent assurance, compliance, and continuous improvement.

• Led cross-government Service Assessments (Design), offering expert assurance and constructive challenge

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📅 2015 - 2020

Service Design and Research Lead (Early Years Alliance - Strategic Partnership with Southend Council) | Hybrid | Full Time

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

• Leading and managing a complex portfolio of innovative, science-based and 'test and learn' 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

• 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 - Strategic Partnership with Southend Council) | On-Site | Full Time 

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• 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. 30 projects)

• Leading and coordinating parenting intervention research, and service designs

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📅 2004 - 2014

Leadership and Management - various (Estuary Housing Association) | Full and Part time On-Site

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• 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) | Full Time | On-Site

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• 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 and change management. (inc. ITIL), and user testing for a wide range of IT Projects

• Trained trainer and facilitator (learning design and delivery)