Product Manager at Taylor & Francis (2022-05 – 2026-09)
Product function across a variety of technical areas with a focus on improving the customer experience, reducing internal spend and ensuring legal compliance.
- Lead cross-functional teams to deliver large-scale digital transformation initiatives, enhancing overall customer experience.
- Strategically orchestrate product roadmaps to align organisational goals with user needs across multiple domains using Jira/Confluence in both Agile and Kanban style.
- Partnered with senior stakeholders across the business to identify business needs, translating them into clear, prioritised technical, UI and UX requirements.
- Customer research and empathy - Running interviews, surveys, usability tests, and synthesising insights into clear problems and opportunities.
- Lead on Identity and Access Management (IDAM), covering Federated Access, SSO, Credential based login, IP access and associated MFA.
- Manage end-to-end product lifecycles from strategy to delivery, utilising Mulesoft, PowerBI and RPA to automate manual processes and reduce internal spend.
- Customer Operations - Creation of a new User management system (MyAccount), allowing users to access support requests and update their personal details achieving a 10% reduction in support requests.
- Creation of new Abuse Monitoring suite of tools (Cloudflare & application level).
- Creation of Robotic Process Automation (RPA) team and establishment of initial processes.
- Working with the Compliance and Security teams to roll out new GDPR compliance and Data Retention policies achieving 100% GDPR compliance for customer data.
- Mentorship of Associate Product Managers raising the bar for product practice across the organisation.
- Clear written and verbal communication - Crisp PRDs, strategy documents, and updates; strong facilitation in workshops and meetings as well as senior level presentations.
- Generated £1M+ in operational savings by successfully rolling out a global Robotic Process Automation (RPA) programme.
- Mitigated legal risk by leading a global user consent initiative, Improved data accuracy, security and internal visibility by scaling and centralising IDAM functionality and deploying advanced email/address/telephone validation tools.
- Simplification of Gratis processes and deprecation of legacy systems resulting in £100k annual savings.
Digital Manager at University of Hertfordshire (2012-03 – 2022-05)
Lead the digital development team focusing on the development and optimisation of the recruitment website. Focus on improving the UX, UI and SEO of the website to raise awareness and drive-up conversions. This included reducing clicks, improving sign posting and smoothing the conversion funnels.
- Project Managed the tendering (Digital Marketplace) and implementation of a new CMS, project delivered on time and to budget in 10 months.
- Process management – streamlined support requests with a centralised, cross-team system, eliminating confusion and driving up stakeholder satisfaction.
- Successfully negotiated no annual increase on yearly SaaS contract for 7 years running.
- Form analysis and implementation of recommendations increased conversion rates by 6%.
- A/B testing - Increased session duration on website by 16% over 12 months.
- Decreased bounce rate by 15% over 12 months.
- SEMRush and SEO strategic planning and implementation.
Digital Marketing Manager at University of Bedfordshire (2002-02 – 2012-03)
Product owner for the external and internal facing websites and digital signage. Managed a team of content editors and developers.
Production Manager at Emap Digital (2000-02 – 2002-02)
Management of recruitment websites, liaising with the sales team and external suppliers to provide a fast and efficient turnaround time on sales.
