Central and Local Gov. | Social Housing | Strategic Partnerships |

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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📅 2024 to April 2026

Head of Customer Journey

(Maximus UK - Global services to Government) | Remote | Full Time

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• Led service and ecosystem transformation across 53 customer and citizen journeys (healthcare and employability) in a highly regulated public sector commercial environment.

• Delivered measurable improvements in service trust (+6.75%) and operational effectiveness through evidence‑led, user‑centred change, and business transformation.

• Senior product leadership (inc. UI/UX) on an employability platform, setting strategic backlog prioritisation and influencing executive decision‑making.

• Successfully delivered, defined, and implemented a unified customer and citizen journey roadmap, aligning services with user need, regulation, and organisational priorities.

• Championed end‑to‑end service improvement with operational teams, embedding ownership, governance, and continuous improvement across delivery teams.

• Embedded the Voice of the Customer (VoC) through user research, UAT, and co‑design, ensuring inclusive and compliant outcomes.

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📅 2022 - 2028

Design PhD Researcher

- Open University | Remote | Part Time

 

• Mixed methods (qualitative and quantitative) Doctoral (PhD) Research undertaken with professional practice in design, research, and public service transformation.

• Conducting doctoral research exploring the use of service co-design methods in parenting education and support with, and for women who are criminal justice experienced

• Applying design, psychology, behavioural science, and systems thinking to complex challenges and 'wicked problems'

• Applying provotyping, prototyping and 'test and learn' principles

• Designing and facilitating co-design activities with those with lived experience, practitioners, policy makers, designers and academics

• Undertaking qualitative, and mixed methods research, literature synthesis, and theory to practice knowledge translation in the form of frameworks and tools

• Contributing talks, teaching, mentorship, and academic and pracademic discourse

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📅 2020 to 2024

Service Design Lead

(Basildon Council - Local Government) | Remote | Full Time 

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• Led service design performance management through Objectives and Key Results (OKRs).

• Oversaw 33 matrixed service design teams and programmes, spanning user research, journey management and service blueprinting, organisational design with end-to-end service transformation and change across digital technologies, policy, and people-centred delivery.

• Successful digitisation of Equality Impact Assessments.

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

• Led cross-government Service Assessments (Design, GDS Lifecycle and Design Systems), 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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• Produced and presented health research and evaluations to drive ‘test‑and‑learn’ delivery inc. an innovative communication and language service (achieving 7% improvement in outcomes).

• Led a complex portfolio of 30 evidence and science-based, and innovative service designs.

• Initiated and led transformational theories of change and logic modelling for a £40m programme, and portfolio of projects.

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

• Active member of the Senior Programme Team, Boards, and governance groups.

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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), web design, and user testing for a wide range of IT Projects

• Trained trainer and facilitator (learning design and delivery)