Success comes not only from years of honing a skill, but a willingness to learn, to develop, and to truly understand. It comes from a deep passion for your work, a care for the outcome, and breadth of experience.
I care about the experiences of the digital end-users, and my skills and experience have provided me with the deep understanding necessary to help you succeed in your business … as I have done for many businesses, large and small, over the last fifteen years.
Content Team Lead in the migration and rewrite of 14,000 pages of complex technical and product information into a new digital platform, to support over 3,000 customer-facing global contact centre employees.
Designed, developed, and implemented content and knowledge management frameworks to support the rewrite / migration project
Designed and developed content and style guidelines, user guides, and content development procedures and processes
Provided support and training to a team of contractors and key stakeholders, to ensure consistency and alignment to the principles and guidelines
Designed business as usual (BAU) content and knowledge management support guides, user guides, quick reference guides, leader guides for implementation post-project
Content Team Lead in a large scale content migration to support the globlisation of an HR business unit, moving support services offshore. Reduced the number of support sites from thirty-two to three.
Project managed the re-purpose and migration of complex and heavily-used information with minimal disruption to 35,000+ employees
Developed and implemented content rewrite and sign-off processes, ensuring information was correct, complete, and relevant
Provided support and training to a team of contractors, including training on strict branding guidelines and use of a heavily customised content management system
Designed and implemented best-practice content and style guidelines to meet the needs of a global audience and uptake across the HR function
Product Owner and Team Lead in the transition of content and processes from one platform to another, providing support and training to unskilled employees, including international employees.
Worked closely with the digital and technical teams to design and implement a knowledge base to support the self-service strategy of an HR function
Trained and supported a team of rapidly changing, unskilled and inexperienced employees to assist in the migration of content into the new platform
Designed and developed best-practice content and style guidelines ensuring end-user and accessiblity requirements were met
Designed, developed, and implemented content management processes and procedures
Project Lead in the transition of content administration activities to a team in the Philippines, providing training, support, mentorship, and development and implementation of content, style, and user guides.
Designed and delivered specialist training and support materials to upskill and uplift capabilities of international employees
Designed, developed, and implemented content administration processes and procedures to support content and process owners, and the new content administration team
Reviewed and rewrote the content and style guidelines to meet the needs of international teams, to ensure ongoing consistency, accuracy, and relevance of content, globally
Developed a series of user guides, quick reference guides, and workshop materials to support ongoing development for the team
Set up, implemented, and established the knowledge management framework and content administration and management processes, guidelines, and governance for an HR business unit for a global corporation.
Developed and delivered best-practice knowledge and information framework and sharing, including privacy and security requirements
Designed and developed guidelines and support materials for best-practice document storage solutions and sharing, utilising the SharePoint platform
Developed and implemented best-practice content and style guidelines across the HR function
Developed and delivered a range of training and workshops to support consistency across the function, and ensure privacy and security compliance across all technologies
Built a centre of expertise intranet site by bringing together audience-relevant information in one simple user experience.
Conducted user feedback and requirements gathering workshops to ensure user needs were understood and carefully considered
Designed and developed the information architecture, categorisation, and user interface ensuring user experience and accessibility needs were adhered to
Conducted user acceptance testing (UAT) workshops and implemented improvements
Conducted extensive research into search terms and keywords to ensure robust search functionality on a highly customised content management platform