Lead on customer journey mapping and running workshops to assist with understanding the current processes and challenges.  

We fully documented all customer journeys across the 5 areas of the business and brought to life the pain points that existed for both customers and internal stakeholders.  

Identified the core problems to solve in the next planning period and I also facilitated workshops that brought multiple business areas together to identify possible solutions and new ideas to explore.

The outcome of this work was just to baseline a new strategy and visualise the existing customer experience and pain points.

Lead a highly technical team responsible for paying farmers scheme and grant money - Strategic Payments.

Before departing that service had distributed over £63m in funds.   

Implemented a robust product strategy, developed strong stakeholder relationships and launched a new service to send documents to customers about their payments.  

Led a 10 week discovery on the role of communications at Defra and Rural Payments Agency (RPA), which is now resulting in the establishment of brand guidelines and an overhaul of communications based on recommendations from our audit of existing content.

Lead PM across all product teams on the Future Farming and Countryside Programme

Introduced programme wide roadmapping, provided strategy and direction for the teams, guidance to senior leadership and introduced stakeholder forums to ensure clear communication across Defra, RPA and Arms Length Bodies (ALBs).  

Founding member of the Single Service Team with the aim of unifying the customer experience across the range of new schemes being introduced to replace the EU Basic Payment Scheme.

Led a Livestock Traceability discovery and provided coaching to Defra Product Owners.  

While there we modelled the service blueprint, making it clear the existing challenges to farmers and the involved organisations of tracing the origin and movements of livestock in the food chain.  

Our 12 week discovery resulted in recommendations on key pains and opportunities to improve the service - some of which were adopted as part of the Future Farming Programme.

My team conducted a 12 week discovery project to prove the concept of standardising and digitising provenance data.

There are no standard formats for collating data that proves the traceability of food products through the food chain.  Our recommendations resulted in the move to a proof of concept phase.

Lead a team to complete a discovery project to understand how to replace the contact tracing system with a more robust and future proofed service.  

Supported the procurement process resulting in Salesforce being procured and delivered a new service in line with the existing one that was still being extended as a live service.

The service was built on more extensible and less bespoke technology.

Just Eat were in the process of moving much of their SEO pages and Home pages (all markets) to Sitecore. 

Worked with the Just Eat product and marketing functions to align this work to the Just Eat OKRs and strategy. 

Manage the scope and delivery of the work required on the Sitecore platform to meet these needs. 

Coach existing product managers and implement new tools and techniques to ensure cohesion, for example, product planning and roadmapping.

Intercepted duplicate requirements to streamline and develop common components used between teams

Conducted an organisation wide review of their approach to identifying, scoping and scheduling new initiatives.