Employment and Experience

Twenty-five years’ experience of building teams and designing systems and services to meet customer needs in HE, FE, local government and the private sector.

Head of Student Information Service (SSiD)

University of Sheffield
Jan 2016 to Present

Overall leadership and strategic direction to a service used by a significant number of current and past students providing information, advice, guidance and a wide range of key student administrative services. This includes:

  • Championing the vision of the service as a student centred, one stop shop, providing an increasing number of services both online and face-to-face in collaboration with other teams and the wider university community.
  • Leading the strategic development of the student digital presence by liaising, persuading and negotiating with staff at all levels to develop stakeholder engagement and collaborative working
  • Supporting colleagues across the University by contributing expertise in customer service, content strategy, information systems management, customer feedback and user experience design.

Awards:

  • HEIST Gold Award for Best PR or Communications Campaign (2019)
  • HEIST Gold Award for Best Low Budget Initiative (2017)
  • Guardian University Awards for Marketing and Communications in the Higher Education sector (2017)
  • HEIST Silver Award for Best Low Budget Initiative (2016)

Service Manager (SSiD)

University of Sheffield
Jan 2008 to Dec 2015

Managed the digital and face-to-face operations of an information service for thirty seven thousand prospective, current and former students a year.

  • Led the merger with the Visitor Information Service and service redesign.
  • Led the development of the Student Communications Team
  • Led the development of a cross-department student enquiry recording system

Team Leader / Web Manager

University of Sheffield
Aug 2003 to Dec 2007

Managed the provision of a comprehensive, customer focused, information and initial advice and guidance service for students and their supporters:

  • Managed the student walk-in centre which had over 120,000 visitors each year
  • Managed the student facing web pages attracting 145,00 visitors each year
  • Designed and developed a bespoke in-house system used for over a decade to record all student enquiries and requests.

Associate Lecturer

Sheffield Hallam University
Sep 1999 to Aug 2003

Undertaking a range of teaching duties related to information systems.

Information Services Manager

Chesterfield College
Jan 1999 to Aug 1999

Responsible for information strategy and information systems of the college.

  • Managed and developed the College’s Information Systems, Management Information Systems and Information Technology
  • Managed the Computer Services, Registry and Research & Statistics sections, line managing the Registrar, MIS Manager and Computer Services Manager

Database Manager

South Yorkshire Passenger Transport Executive
Dec 1994 to Jan 1999

Supporting the customers of the corporate database through:

  • Designed, developed and implemented a number of cross-organisational networked information system solutions.
  • Designed and developed an in-house helpdesk team and related software.
  • Won support from the management board to develop and co-ordinate the review of key database systems.

Depot Manager

Stagecoach Bus
Dec 1993 to Dec 1994

Responsible for all commercial, financial and personnel aspects of local bus operations carrying twenty thousand passengers carried daily. This included;

  • Line management of fifty supervisory, clerical, platform, driving, engineering and cleaning staff.
  • Meeting the specified commercial requirements and profit targets.
  • Liaising with media, traffic police, county and district council, trade union, school representatives and residents organisations.
  • Data warehousing and reporting tools dvelopment

Conferences

ContentED Conference (2019)

  • UX and Service design
  • Content collaboration
  • Developing a university content strategy
  • Design thinking to power your content strategy
  • Chatbots (usability and bias)
  • Turning client relationships into collaborations

Camp Digital 2019

  • Accessibility for All
  • Accessibility is Usability
  • Designing for Service Failure
  • Applying digital ways of thinking and working to things that aren't obviously digital

ContentED Conference (2018)

  • Content Measurement Stragtegy
  • How to Get Everyone in Your Organisation Writing Effective Digital Copy
  • Embedding Content Strategy in Your University
  • User Journey Mapping