Education and Training

MSc Strategic Information Systems Management (2000)
Sheffield Hallam University

  • Dissertation: Politics of Change Management

BA (Hons) Business Studies (1993)
Sheffield Hallam University

  • Dissertation: New Product Design

CX Foundations Professional (2020)
Forrester 

  • Crafting A CX Vision
  • Building A Customer-Centric Culture
  • Conducting CX Research
  • Maximizing Journey Mapping
  • Measuring CX
  • Use journey mapping to drive outside-in CX metrics.
  • Telling the ROI Story

Customer Experience Management (2020)
Chartered Institute of Marketing

  • Customer experience strategy
  • Customer experience frameworks
  • Customer journey management
  • Measuring the customer journey
  • Customer experience improvement
  • Creating a customer centric culture.

UX Master Certificate (2019)
Nielsen Norman Group

In recognition of completing 90 hours or more of rigorous user experience training and passing the related exams.

  • Becoming a UX Strategist
  • Being a UX Leader
  • Design Trade-offs and Decision Making Frameworks
  • Facilitating UX Workshops
  • Generating Big Ideas with Design Thinking
  • Lean UX and Agile
  • Managing User Experience Strategy
  • Omni Channel Journeys and Customer Experience
  • Service Blueprinting
  • Storytelling to present UX Work

 Digital Transformation and CX (2019)
Customer Experience World

  • Why hierarchical organisations struggle with customer-centricity
  • Promoting ownership, accountability and empowerment at every level and every touchpoint
  • The shift from process - to service - oriented organisations
  • Putting the customer in charge and hiding the seams of your processes
  • Leadership in a networked organisation

UX Design Certificate (2018)
School of UX

  • UX Design
  • UI Design
  • Wireframing and prototyping

UX Certificate (2019)
Nielsen Norman Group

In recognition of completing 90 hours or more of rigorous user experience training and passing the related exams.

  • Content Strategy
  • Engaging Stakeholders to Buy-in
  • Persuasive Web Design
  • The UX Director
  • UX Deliverables

Writing for the Web (2018)
Web Design Academy

Building Killer Content into Your Website (2002)
Sheffield Hallam University
including managing content, organising content, identifying customer keywords, how to get found. web usability, site visiitor focus

Further and Adult Education Teachers Certificate (2002)
City and Guilds of London Institute

Business Process Modelling, Analysis and Design (1997)
Technology Transfer Institute

Web Page Design (1998)
Sheffield Hallam University

TCP/IP and Web Server (1998)
Sheffield Hallam University

Information Quality Management (1997)
Technology Transfer Institute

Information Stewardship (1997)
Technology Transfer Institute

Business Process Management (1997)
Technology Transfer Institute

Negotiating Skills and Practice (1996)
Unison

The Leader in You (1994)
Dale Carnegie Associates

Management Training Programme (1994)
Stagecoach Ribble

  • Building an Action Plan
  • Team Building and Leadership