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I'm a certified Scrum product owner who is passionate about Agile & creating the best digital user experiences for customers. In early 2014 I moved back to the UK & became a Senior Online Customer Experience Manager/Product Owner at Sky.com. Since last March I've been informally performing the tasks of Head of My Sky.? ?I have over 16 years multiplatform experience working within the broadcasting industry, 9 of which were in TV production with the BBC, FOXTEL, Granada, FremantleMedia and Australian networks ABC & SBS. ? At Sky I set the roadmap for 2 multidisciplinary Agile scrum teams - consisting of 4 pairs of development streams & 2 scrum masters. I use analytics to drive business decisions and ensure all journeys are built with a thorough understanding of customer needs & behaviours. I identify & prioritise units of work for the team’s weekly sprints - clear in the knowledge of which units of work align the most to the business KPI’s. Whilst Executive Producer of Foxtel.com.au I led a production team of 8 & was responsible for digital product development, the editorial strategy & online production. I developed & delivered: an e-commerce Online Sales portal; content strategies; content management solutions; commissioned specialised content; key campaign microsites as well as various other multiplatform digital projects. ?I approach my work with passion, commitment and creativity whilst striving to achieve a positive solution driven environment. A key strength of mine is envisaging the big picture whilst not losing sight of the detail required to deliver results – especially when the big picture changes!?? I have thrived in a variety of challenging situations and am always keen to embark on my adventures armed with a sense of fun & a smile.
Responsible for My Sky: the logged in customer area of Sky.com • Setting the roadmap that provides customers with a great user journey; enabling them to achieve their goal quickly & easily, whilst supporting business KPI’s • Using analytics to drive business decisions and ensure all journeys are built with a thorough understanding of customer needs & behaviours: o Use Adobe Analytics on a daily basis to track and measure all aspects of data & use the results to drive product enhancements o I gather learning’s via user testing, session-cam, user surveys, Live Chat’s & combine with business solutions to create strategic business cases & product requirements • Project Management to support the delivery of a number of complex Agile projects to meet business KPI's. Successes have included: o Transforming the customers experience with responsive design o Creating a CRM plan to continually optimise the logged in customer UX o Launching brand new journeys that fit with the changing needs of our customers • Setting the team agenda with consultation from senior stakeholders, subject matter experts & technology delivery teams. This culminates in ensuring end-to-end customer journeys have elegantly easy transitions between online/offline channels including call centres/Live Chat • Planning all resources, (delivery, UX, design & editorial), essential for all projects, whilst determining dependencies & impact on concurrent projects • Lead a multidisciplinary Agile scrum team • Identifying & prioritising units of work for the team’s weekly sprints and development-planning sessions; clear in the knowledge of which units of work align the most to the business KPIs • Daily assessment of development, UX, design & editorial tasks/backlog, along with re-prioritising & re-scoping as required • Work closely with UX and design to create an experience that is compelling, accessible, simple, discoverable & that works holistically within the rest of the sites UX & the Sky Service App
In addition to EP tasks - acted as Digital Product Manager Feb ’12 – Feb ’13 Responsible for Foxtel’s online production & editorial processes Led a team of 8 online producers, designers & writers Accountable for developing projects to increase market penetration through: o Developed & delivered an e-commerce Online Sales portal o Set strategy and roadmap objectives to support business KPI’s o Gathered business requirements, produced functional specs & wireframes o Planned resources & determined dependencies on projects • Implemented change management, in response to business strategy, drove improvements across all online channels, including the e-commerce Sales portal • Developed & delivered long term content strategy, incorporating: content component’s of substance & structure and people component’s of workflow & governance • Collaborated with stakeholders to ensure on-time delivery of campaigns in-line with events & strategic deadlines • Proposed multiple opportunities to generate revenue via Online sales • Identifying areas of innovation within existing CMS functionality to respond to business needs as well as trends in social media • In depth knowledge of UX best practices with extensive experience in website optimisation • Responsible for management of website design • Led the online production team through the successful integration of two company websites, as part of a corporate merger: o Facilitated content transfer o Ensured customer migration UX was not negatively impacted o Identified scope for rebrand & managed execution • Playing a key role in the development of a new website & CMS, requiring: o Proof of concept for new CMS o Preparing processes/documentation for migration of content o Complex stakeholder consultation including external suppliers o Creating vision for holistic UX & responsive design o Thorough understanding of customer needs & behaviours, with the ability to respond with sophisticated user journeys
Produced Interactive TV apps including; multi-view mosaics, votes, overlay games/quizzes & bespoke projects for Foxtel set top boxes • Compiled business cases for new interactive applications & responsible for their project management • Wrote business requirements & functional specification documentation for new applications • Managed external vendors & partner relations – including; OpenTv, NDS, Emuse, TwoWay, Visiware, Sky News Australia, FOX Sports, MTV, Disney, Nickelodeon, FOX8, Weather Channel, Comedy Channel & the Lifestyle Channels
• Successful delivered weekly Online program The Movie Show - on budget & on schedule for 2 series • Produced Online segments (researched/interviewed/shot/scripted & FCP edited) • Supervised filming locations, contracts, administration, financial & technical aspects of production • Managed a team of production staff • Ensured delivery of 9 Eps of Nerds FC S2 for SBS Channel on budget & on schedule • Supervised filming locations, contracts, administration, financial & technical aspects of production
• Production managed Movie Show, Inside Film Awards, So Frenchy So Chic & Rockwiz • Segment produced (researched/interviewed/shot/scripted & FCP edited) • Compiled annual budget & facilities bid and monitored these throughout the year • Ensured successful delivery of all projects to schedule & on budget • Organised Movie Show coverage of International Film Festivals (incl. travel/crews/facilities) • Co-ordinated Outside Broadcasts for domestic Film Festivals (incl. OB/crews/travel) • Managed production support staff ----------- • Production managed Dateline, Insight & The Business Show • Compiled the annual Budget & Facilities Bid and monitored these throughout the year • Successfully delivered all projects to schedule & budget • Presented monthly reports to management • Organised domestic and international studios/crews/satellites • Co-ordinated post production schedule • Managed production support staff
Licence: ERASMUS student of Film and Documentary
Bachelor of Arts with Honours