Summary
Overview
Work history
Education
Skills
Certification
Accomplishments
Key Achievements
Timeline
Generic

Alexandra Goodwin

Sheffield,United Kingdom

Summary

Experienced Business Change Manager with experience in business change management, stakeholder engagement, and team leadership across diverse sectors. Proven track record of leading complex change initiatives, managing high-performing teams, and fostering a culture of continuous improvement. Skilled in strategic planning, data analysis, and regulatory compliance, with strong HR and conflict resolution capabilities. A confident communicator and collaborative leader, adept at building lasting relationships with clients, stakeholders, and colleagues. Experience working in regulated business areas. Passionate about driving operational excellence and enhancing colleague engagement, with recent successes in leading ESG and community-driven initiatives. Lean Six Sigma Yellow Belt certified, with a hands-on approach to problem-solving and process optimisation.


Overview

21
21
years of professional experience
8
8
years of post-secondary education
1
1
Certification

Work history

Business Change Manager and engagement lead

Concentrix
Sheffield, UK
01.2025 - 04.2025
  • Responsible for the performance management of the Change Manager and Communications Manager
  • Implementing customer relationship management strategies, building strong and lasting client relationships
  • Led post-implementation reviews to capture learnings, informing future projects and fostering a culture of continuous learning.
  • Managed communication strategies to keep all stakeholders informed and engaged throughout the change process.
  • Facilitated stakeholder engagement sessions to gather insights and align project objectives with business goals.
  • Monitored and reported on project progress, identifying risks and implementing mitigation strategies to maintain project momentum.
  • Conducted comprehensive impact analyses to identify potential risks and developed mitigation plans to address challenges during change initiatives.
  • Worked to multiple deadlines, managing a high number of changes, whilst also supporting the change manager in their changes and ensuring they met their deadlines.
  • As an engagement lead, supporting and leading on site engagement projects such as Charity events and colleague engagement.
  • Proficient in using communication tool Canva.

Team Manager

Webhelp
Sheffield, UK
02.2020 - 01.2025
  • Leading a team of up to 25 colleagues to drive success in meeting key performance indicators by fostering a cohesive and productive work environment through effective communication and leadership skills.
  • Maintaining precise records of absence and downtime for accurate billing.
  • Managing absence and complex HR issues through the company's Disciplinary, Grievances and Absence management process.
  • Collaborating with stakeholders in a fast-paced environment to maintain client satisfaction.
  • Analysing data and presenting it in an easily understandable format.
  • Established a supportive team culture, encouraging innovation and recognising individual and group achievements through reward and recognition.
  • Improved Team performance through effective coaching and performance management.
  • Conducted regular performance evaluations, offering constructive feedback and setting clear objectives.
  • Led initiatives to streamline processes, reducing response times and improving service quality.
  • Mentored junior staff, fostering a culture of excellence within the service delivery team.
  • Working in a FCA regulated department.

Chair of Governors

Carfield primary School
Sheffield, UK
10.2014 - 12.2020
  • Ensuring that the Governing body set a clear vision, ethos and strategic direction for the school, by analysing data and asking challenging questions of the Senior Leadership Team to ensure the best outcomes for all children.
  • Ensuring financial oversight of the school, holding the school to account and conducting the performance management of the headteacher.
  • Working with Partners Learn Sheffield to ensure that the school was meeting its objectives to go from a Requires Improvement to a Good from Ofsted.
  • Supporting on recruitment for a Headteacher and teaching staff.
  • Developed a robust induction programme for new governors including a mentoring programme to ensure that governors were up to standard quickly.
  • Dealt with challenging complaints from parents, working together to come up with solutions that supported both the parents, children and the school.
  • Led a group of volunteers to work together cohesively in supporting the school.
  • As Chair of governors, I was instrumental in supporting the school to move from a Requires improvement Ofsted in 2016 to a Good In 2019. The Ofsted report specifically states 'The governing body is well led by an experienced and passionate chair and vice-chair. They are forward-thinking and have implemented an effective system for succession planning within the governing body.'

Team Leader

Dixons Carphone
Sheffield
09.2004 - 02.2020
  • Managing a Team of 15 colleagues to achieve KPI's as set out by the company.
  • Engaging and Motivating staff using a variety of tools such as 121's and coaching.
  • Developing power point training material for Team briefs.
  • Managing Absence and behaviours using Absence management tools and conducting complex HR disciplinary meetings and grievances.
  • Acting as Duty Site Manager at evenings and weekends responsible for performance of all departments across site.
  • Using planning tools such as IDP's to ensure correct cover before authorising holiday or down time.
  • Dealing with Complex Manager escalations.
  • Working with recruitment to conduct phone and face to face interviews and assessment centres.
  • Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
  • Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
  • Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.

Education

B-tech national Diploma - Travel and Tourism

The Sheffield College
09.1995 - 07.1997

Access to HE - Social Studies

The Open University
Sheffield
09.2011 - 07.2012

7 GCSE's - grade A-C, including Maths and English

Newfield Secondary School
09.1990 - 07.1995

Skills

  • Change impact analysis
  • Result-Driven approach
  • Conflict resolution
  • Proficiency in Microsoft Office and Canva
  • Performance management
  • Leadership and Coaching
  • Knowledge of regulatory compliance
  • Six Sigma Certification
  • Customer focus
  • Stakeholder engagement

Certification

Lean Six Sigma – Yellow Belt, 04/28/25

Accomplishments

  • Identified high internal transfer rates as a key pain point in the customer journey. Implemented targeted solutions, resulting in a 20%+ reduction in internal transfers and a measurable improvement in NPS.
  • Successfully led colleague engagement initiatives, including organizing a Comic Relief charity event that raised over £300 and boosted team morale and engagement.
  • Increased quality and FCA compliance scores to 85% by delivering effective coaching and focused performance management.
  • Chaired the governing body of a large primary school, leading the school's improvement journey from a 'Requires Improvement' to a 'Good' Ofsted rating.

Key Achievements

· Identified high internal transfer rates as a key pain point in the customer journey. Implemented targeted solutions, resulting in a 20%+ reduction in internal transfers and a measurable improvement in NPS.

· Successfully led colleague engagement initiatives, including organizing a Comic Relief charity event that raised over £300 and boosted team morale and engagement.

· Increased quality and FCA compliance scores to 85% by delivering effective coaching and focused performance management.

· Chaired the governing body of a large primary school, leading the school's improvement journey from a “Requires Improvement” to a “Good” Ofsted rating.

Timeline

Business Change Manager and engagement lead

Concentrix
01.2025 - 04.2025

Team Manager

Webhelp
02.2020 - 01.2025

Chair of Governors

Carfield primary School
10.2014 - 12.2020

Access to HE - Social Studies

The Open University
09.2011 - 07.2012

Team Leader

Dixons Carphone
09.2004 - 02.2020

B-tech national Diploma - Travel and Tourism

The Sheffield College
09.1995 - 07.1997

7 GCSE's - grade A-C, including Maths and English

Newfield Secondary School
09.1990 - 07.1995

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Alexandra Goodwin