Charlotte Armstrong

• Product Lead for SEND, HR and core MIS modules within Bromcom, working closely with schools to improve operational efficiency and compliance.
• Leading redesign of SEND and HR product areas, to better support interventions, tracking and statutory processes. improving user experience, accessibility, and alignment with evolving customer needs
• Acted as the strategic lead for the Customer Ideas Portal, transforming user feedback into high-impact product enhancements, driving increased customer satisfaction and engagement
• Collaborated with development, support and sales teams to deliver enhancements.
• Supported reporting improvements including AI-powered analytics to strengthen school decision making.
• Extensive knowledge of Bromcom data structures, permissions, user roles and configuration principles.
• Skills: User Experience (UX) · Product Management · Product Strategy · Software as a Service (SaaS) · Stakeholder Management · Artificial Intelligence (AI)

• Owned and led the full product lifecycle – from discovery through delivery – for multiple digital products, ensuring alignment with business goals and user needs.
• Successfully launched a high-performing Help Centre website and revamped Student Areas, resulting in improved user experience, reduced support queries, and increased self-service engagement. Measured ROI metrics from development to launch.
• Utilized data-driven decision making through tools like Google Analytics and Power BI, identifying key user behaviour trends and translating insights into actionable product enhancements.
• Collaborated cross-functionally with content designers, business analysts, and developers within a CMS-driven environment, delivering cohesive, user-centered solutions at speed.
• Mentored a team of Product Owners.
• Applied human-centered design principles using Figma to prototype and test new features, ensuring intuitive and accessible user interfaces.

Unspecified

• Winner of 2021 Innovation Award at company conference
• Designed, implemented and managed the design & development of services, products and projects we provide for our SIMS, Bromcom and Arbor software support team to support continual growth, and to support the end-to-end experience
• Leading on creating and maintaining business relationships with partners and clients to establish business requirements and support user onboarding.
• Leading on the Personnel/HR, Communication, payment, cloud based and Safeguarding systems.
• Work with our partners for user acceptance testing to ensure delivery for great user experience
• Created & delivered training materials through to delivery.
• Understanding client needs and priorities, responding to them with creative ideas, and leading in reviews as these ideas get translated into solutions
• UAT Testing
• Analysis of software in the market to see what products are available and what suits clients' needs
• Identifying and organising events to assist with service expansion & to assist with engagement priorities
• School Stakeholder management.

• Training and consultancy
• SIMS Support
• Installation of remote support software
• SIMS/FMS technical support
• Project management and implementation
• Marketing services - Social Media and website marketing
• Data and server migrations
• Knowledge of SQL Server
• Knowledge in programming languages C++, .NET & HTML

• SIMS software support and training for over 200 schools – Researching, investigating and troubleshooting issues, analysing data on software and on servers/workstations. Customer facing with all levels.
• Installing/upgrading software/patches on to servers and workstations, using SQL Server and other third party products.
• Using SQL to run scripts, change permissions and troubleshoot issues within databases.
• Training colleagues on HR and Payroll module in SIMS.
• Liaising with product managers and senior leaders in schools to ensure all needs are met, problems resolved, and training requirements set up to meet SLAs.
• Communication with team to update them on the latest changes in Education and changes to the software.

• Problem solving front end issues whilst working to strict deadlines. Updating software guidelines as appropriate.
• Knowledge of SIMS software
• Supervising a team to ensure data audits were carried out within time frames and training was up to date.
• Communication with the team to ensure goals were met and updates to software and education were discussed and understood.
• Key Achievements
• Creation of a new data security process to benefit the whole desk and better customer service. Liaising with management to put this plan in to place. Positive customer feedback increased.
• Whole desk training of the process after it was put in place
• Creation of training documentation for future analysts.
• Promoted to 2nd line within 3 months.
• Manager of data team.