About me
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.
Work history
Senior Online Product OwnerSky
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
Executive Producer & Product Owner
-
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
+ Show more
Skills
- Digital Media
- Account Management
- Budgeting
- Marketing
- Problem Solving
- Production Management
- Project Management
- Strategy
- Website
- A Friendly Can-do Attitude
- Production Devlopment
- User Exerience
- Agile Product Management
- APP Production
- User Experience Analysis
Education
Licence: Erasmus Student
-
Licence: ERASMUS student of Film and Documentary
Film, TV and Digital Media
-
Bachelor of Arts with Honours