True Faith

Highly organised and customer-focused professional with experience leading and supporting service improvement, transformation, and user-centred change initiatives within complex public sector environments. Skilled in coordinating multiple projects and workstreams, using customer insight, feedback, and performance data to improve experiences, increase engagement, and deliver measurable service improvements. Experienced in working collaboratively with multidisciplinary teams, stakeholders, service users, and partner organisations to understand needs, identify pain points across customer journeys, and develop practical solutions that improve accessibility, efficiency, and outcomes.

Strong track record of facilitating co-design activities, gathering user feedback, and supporting the implementation of customer-focused improvements aligned to strategic objectives. Adaptable, proactive, and analytical, with a proven ability to manage competing priorities in fast-paced environments. Brings a structured approach to project delivery, stakeholder engagement, reporting, and continuous improvement, alongside a passion for creating positive user experiences and ensuring services are responsive, inclusive, and centred around customer needs.

Managing Director - TruefaithHB

(2024-12)

• Delivered professional, inclusive and customer-focused services, ensuring a positive and supportive experience throughout the customer journey.
• Managed day-to-day business operations, service delivery and customer relationships, maintaining high standards of customer care and satisfaction.
• Conducted personalised consultations to understand individual needs, expectations and goals, tailoring services accordingly.
• Designed and facilitated confidence-building workshops and engagement activities, creating positive experiences and supporting customer wellbeing.
• Gathered and responded to customer feedback, identifying opportunities to enhance service quality, customer satisfaction and overall experience.
• Led marketing, social media and community engagement activities to increase awareness, strengthen customer relationships and promote services.
• Developed and implemented business improvement initiatives to support growth, operational efficiency and long-term sustainability.
• Managed appointments, scheduling, budgeting and resource planning, ensuring efficient and effective service delivery.
• Built and maintained strong relationships with customers, suppliers and external partners, fostering collaboration and trust.
• Recruited, trained and supported staff, promoting high performance, professional development and a customer-focused culture.
• Monitored service quality and performance, implementing improvements to maintain high standards and positive customer outcomes.
• Identified and developed new business opportunities, partnerships and promotional initiatives to increase engagement and expand services.
• Managed customer enquiries, concerns and complaints professionally, resolving issues effectively and maintaining positive relationships.
• Ensured compliance with relevant health, safety and operational requirements.
• Analysed business performance, customer feedback and service outcomes to identify trends and drive continuous improvement.

Resident Experience Design Manager - Barnet Council

(2023-12 - 2024-12)

• Led transformation projects across key Council services, coordinating delivery activities to improve customer experience, service accessibility and operational effectiveness in line with organisational objectives.
• Managed project scope, priorities and deliverables, ensuring successful implementation of service improvement initiatives that enhanced user engagement, satisfaction and outcomes.
• Collaborated with stakeholders, partners and multidisciplinary teams to improve end-to-end customer journeys and align service delivery with strategic priorities and user needs.
• Used customer insight, resident feedback and performance data to identify pain points, understand user behaviours and inform customer-focused service improvements.
• Worked closely with analytical teams to develop performance measures, reporting frameworks and key metrics, enabling data-driven decision-making and continuous improvement.
• Led the design and implementation of end-to-end service processes, reducing barriers, improving accessibility and creating more seamless customer experiences.
• Established and monitored key performance indicators (KPIs), tracking programme performance, customer outcomes and progress against strategic objectives.
• Facilitated co-design and co-production activities, engaging customers, staff and stakeholders to gather insight, test ideas and shape service improvements.
• Translated customer feedback and service insights into practical improvement initiatives that enhanced service quality, efficiency and customer experience.
• Supported organisational change and service transformation by developing frameworks, processes and approaches that improved both customer and operational outcomes.
• Championing accessibility and inclusion, ensuring services were designed to meet the needs of diverse customer groups and provide equitable access to support.
• Managed and led a team of Service Designers and Improvement Officers, providing direction, performance management and support to deliver customer-focused transformation projects.
• Drove continuous improvement initiatives, identifying opportunities to enhance customer journeys, increase service effectiveness and improve overall user satisfaction.

Specialist Pathway Coordinator /Domestic abuse lead - Newham Council

(2021-12 - 2023-09)

• Managed multiple projects and service improvement initiatives, coordinating delivery across internal teams and external partners to improve customer outcomes and service effectiveness.
• Developed and implemented workflow processes and customer-focused service improvements that enhanced efficiency, consistency and overall user experience.
• Analysed qualitative and quantitative customer data, feedback and performance information to identify trends, inform decision-making and drive continuous improvement.
• Worked collaboratively with stakeholders, partners and service-user representatives to design, develop and deliver improvements aligned to customer needs and organisational objectives.
• Provided guidance, training and support to colleagues on policies, procedures and best practices, promoting consistency and high-quality service delivery.
• Coordinated complex customer cases and service pathways, ensuring needs were understood and appropriate solutions were delivered in a timely and effective manner.
• Led multi-agency and cross-functional collaboration to improve customer journeys, remove barriers to access and enhance service experiences.
• Managed enquiries, complaints and high-profile correspondence, resolving issues professionally and using customer feedback to inform service improvements.
• Represented services at multi-agency meetings, contributing to decision-making, risk management and the development of customer-focused solutions.
• Designed and implemented surveys, feedback mechanisms and performance reporting processes to capture customer insight, monitor outcomes and evaluate service effectiveness.
• Reviewed policies, procedures and service delivery models, identifying opportunities to improve quality, accessibility and customer satisfaction.
• Built and maintained strong strategic and operational relationships with a broad range of stakeholders, partners and external organisations.
• Collaborated with digital and operational teams to improve accessibility, customer engagement and the overall user experience across services.
• Designed and delivered training workshops and knowledge-sharing sessions, supporting capability building and continuous improvement.
• Planned, monitored and coordinated activities across multiple workstreams, managing priorities, tracking progress and escalating risks and issues where appropriate.

Lead Coach (Project Search) - Newham University Hospital

(2018-07 - 2021-07)

Supported the delivery and coordination of employment and internship programmes, managing multiple activities and ensuring successful outcomes for participants and partner organisation