Gemma Conway

Digital Development Lead responsible for leading on planning, delivery and deployment of transformation programmes of work aligned with Housing Rights Digital Strategy

• Current lead on Invitation to Tender; draft tender, sign off with senior leadership, lead on interviews process, and have commenced engagement with new partner to collaborate with on development of new Data and Tech Road map.
• Current project lead on discovery of new AI technologies (e.g. AI transcription and summarisation) to support more efficient ways of working.
• Led delivery of digital transformation programme targeting software stack rationalisation, and data optimisation.
• Led implementation of new HR system driving efficiencies within HR team; delivered phase 1 in 4 months and in adherence to budget and quality measures. Phase 2 delivered within 8 months and delivered tangible benefits with fully automated applicant tracking system and automated HR processes.
• Led implementation of new CRM system for training and events management delivering improved integration with financial system and more efficient ways of working.
• Led draft and roll out training materials for staff and led training sessions, to support staff new improved ways of working for new HR and Training and events management software.
• Led design and delivery of two data dashboards (business planning and policy trends dashboard) on Power BI supporting visualisation of data and real time flow of data from internal systems (Advice Pro, SurveyMonkey, Google Analytics 4) where available via APIs enabling quick, effective decision making and influencing policy change.
• Draft digital strategy update papers and gave presentations for board-level review and decision-making across delivery life-cycle.
• Conducted cost-benefit analyses and developed ongoing benefits tracking mechanisms to monitor project impact on new software, e.g; new HR system delivered time-saving e.g. 300 hours per annum in recruitment and HR administration processes and procedures across HR team. New training and events CRM delivered 200 hours’ time savings per annum and professionalised training and events management space with improved integration with financial system reducing human errors in reporting.
• Led design and delivery of smaller digital initiatives focused on driving more efficient ways of working including mobile expenses for staff moving from paper-based expenses, digital signatures to clients via text messaging with benefits realisation tracking demonstrating reduction in advisors’ effort by 5 hours per week per advisor.
• Established new Microsoft365 systems process of leavers of Housing Rights, ensuring integrity of Housing Rights cyber security.
• Proactively maintain industry knowledge through seminars, webinars, and targeted training on emerging digital tools. Kept abreast of new digital innovation, including attending AI seminars.
• Engage regularly with wide range of internal and external stakeholders to support successful project outcomes.
• Utilize workflow and project management tools such as Jira, Kanban boards, Slack, and Monday.com to monitor administrative tasks and ensure timely project delivery.
• Deliver regular project progress presentations using PowerPoint to internal and external stakeholders.
• Led on procurement of new software systems and digital infrastructure upgrades.
• Ongoing collaboration with software development team responsible for website maintenance, including outlining of new requirements in accordance with business need, fixing of bugs, security enhancements and integrating new software with applicable pages on website.
• Provided quarterly updates of key performance indicators (KPIs) as part of organisation's business planning cycle.
• Manage and maintained digital budget, ensuring alignment with expenditure forecast and organizational priorities.
• Draft funding applications for various digital innovation and transformation grant programs, e.g. Digital Transformation Flexible Fund.
• Obtained Prince 2 Agile qualification.

• IT Transformation Specialist responsible for leading on several new IT initiatives from discovery to transformation and into in-life management using Agile methodologies. Responsible for making decisions as project lead across broad range of projects in consideration of company strategy, budget, policy, procedure and legal / regulatory requirements.
• Led implementation of new contract management system, migrating existing data from Transformation business unit SharePoint onto new CRM software with more robust search capabilities, reduced errors in handling partners' contracts, and intuitive AI. Completed migration to new repository.
• IT lead responsible for producing minimum viable product for new Business Portfolio. Led Hothouse and successfully validated Minimum Viable Product of new business product portfolio by end of 3 days, attended by over 100 key senior internal / external stakeholders with conflicting interests and complex problems to work through.
• Responsible for corralling key stakeholders and garnering endorsement for Minimum Viable Product and leading all necessary IT discovery work leading up to Hothouse. Also tasked with its scheduling, agenda and co-ordination of all key stakeholders' attendance, working under pressure throughout.
• Lead project delivery of data migration to Cloud based repository of 13 external partners of Openreach under budget and ahead of schedule (6 month turnaround against projected 9 months). Modernised partners' data management with Openreach creating new efficiencies of process, and reduction in human error with internal and external desk teams.
• Lead on strategic re-organisational change of 5 UK regions of employee data in 9 IT systems. Completed delivery of IT scope ahead of schedule (four month turnaround against projected six months) and under budget (>50k saving) with clearly defined process documents established within 9 systems for efficiency of future re-organisational changes.
• IT lead to create efficiencies across two desk-based teams enabling streamlining of staff processes in line with Openreach targets. Responsible for conducting discovery work with desk based teams on 'as-is' process and identifying IT solutions.
• IT lead on discovery work in partner management teams use of Shadow IT, drafted report and recommendations to establish more streamlined and robust ways of working including migration of on premise data to be moved to cloud and implementation of new contract management system for partners.
• Acting manager responsibilities for two graduates, providing daily support and coaching to develop their knowledge of role and develop their broader career aspirations during their rotation.
• Close collaboration with internal and external stakeholders to capture insights into current processes and identify / recommend opportunities for efficiency improvements in process, procedure and systems.
• Close collaboration with software development squads to deliver range of solutions including development of new MVP and migration of partner data to new repository.
• Close collaboration with internal and external stakeholders to capture insights into current processes and identify / recommend opportunities for efficiency improvements in process, procedure and systems.
• Draft and corral endorsement of funding of business cases at senior leadership level.
• Regular power point presentations of progress reports / new initiatives discovery progress to exec with feedback
• Continued research and learning on latest telecoms and IT industries trends.
• Continued learning and attending training on Agile and waterfall methodologies.

• Accountable for defining customer vision, communicating with key stakeholders for clear articulation of business objectives
• Translation of business requirements into technical requirements for IT squad (9 software engineers) to deliver against time, cost and quality targets.
• Managed client expectations by ensuring clear, accurate completion of scoping documentation.
• Owned requirements backlog, defining business priorities and ensuring product deliverables meets maximum value as outlined by agreed business objectives.
• Delivered three new capabilities in one year (view products, modify order and cancel order and MIS reporting) enhancing user experience for business customers of Openreach ordering products online.
• Drove continuous improvement by keeping abreast with Agile and Scrum best practices and trends.
• Managed product development cycle, prototyping designs and coordinating mass production and ensuring quality assurance ahead of delivery.
• Chaired Exec level steering board; owning agenda, managing key senior management/directors to ensure timely assembling of schedule and meaningful discussion at each meet, monitoring for progress follow up actions.

• Responsible for leading successful project delivery of onboarding new and upgraded IT products on behalf of business customers of BT enterprise.
• Delivered new IT products for 3 new business customers.
• Resolved customer support requests within target timeframes.
• Onboarded clients and tailored products to business requirements.
• Collaborated with developers to fix bugs and streamline interfaces.
• Produced project and progress reports.

• Responsible for leading successful project delivery of on-boarding new and upgraded IT products on behalf of business customers of BT.
  -Managed 7 business customers of BT.
  -Delivered new IT products for new business customers.
  -Resolved customer support requests within target time frames.
  -On-boarded clients and tailored products to business requirements.
  -Collaborated with developers to fix bugs and streamline interfaces.
  -Produced project and progress reports.
  -Responsible for tracking project progress and key performance indicators.
  -Generate reports shared with project / programme leads weekly.
  -Attended daily meetings for project jobs passed required by date, for status tracking of RAG status.
  -Analysed data and reports, detecting and correcting deviations from project goals.
  -Enhanced project transparency and accountability with rigorous evaluation and record-keeping.
  -Managed 15 engineers scheduling on specialist project, daily allocation of workflow to attend job sites, guided through site visit providing bespoke instructions.
  -Reviewed engineers' project documents and highlighted discrepancies and errors for correction.
  -Maintained project schedules by managing deadlines and adjusting workflows to suit.

• Worked across breadth of campaigns on behalf of BT, BT enterprise, and Openreach
• Answered incoming telephone calls from customers and input their queries into internal order management system.
• Managed caseload of 25 customers reporting complaints due to impacted service / service connection delays.
• Engaged with internal stakeholders for progress updates / actions which were shared with customer.
• Addressed and resolved customer complaints in line against targets, regularly connecting customer within 1 month of delay impacts.
• Scheduled customer appointments and sent reminders to maintain active schedule ensuring customer was called every 3 days for progress updates.

• Replenished store inventory regularly, monitoring stock demands to appropriately address customer needs and unloading stock via daily delivery.
• Assisted customers with varying questions using product knowledge and service expertise.
• Undertook regular product training once per month to keep up to date of product knowledge.
• Undertook till duties, serving high volumes of customers daily.