HALEY JARDINE

• Conducted in-depth process reviews and requirements gathering with customers, mapping workflows and configuring DRAMS to deliver operational value.
• Built and maintained trusted relationships with client stakeholders from frontline users to senior leadership, ensuring alignment and long-term adoption.
• Designed and delivered training programmes across all organisational levels, driving strong user engagement and successful knowledge transfer.
• Supported customers through UAT and Go-Live phases as product SME, ensuring seamless deployment and integration into operations.
• Provided post-implementation support, managing change requests within SLAs and maintaining high customer satisfaction.
• Supported preparation and planning for a large-scale product migration, coordinating with internal teams and customers to ensure readiness for smooth transition.
• Delivered product demonstrations and identified opportunities for account growth, supporting sales activity and client expansion.
• Collaborated with Product Team to provide real-time feedback, influencing roadmap decisions and driving product improvements.
• Supported implementations both remotely and on-site across the UK and internationally, ensuring timely, high-quality project delivery.
• Produced comprehensive user manuals and training materials to embed system knowledge and support client success.

• Acted as Product SME and key internal contact for customer applications, supporting US team on first full international client build.
• Led client migration to Navenio v2, collaborating with Engineering to define MVP requirements and oversee bespoke iterations.
• Supported site migrations as part of cross-functional team, both remotely and on-site.
• Consulted on various internal projects as SME to increase Ops Team autonomy, streamline processes, and assist in deployment scalability, including backend configuration tool development, First Line Support processes & templates, and Sales-to-Operations handover & feasibility review processes.
• Supported Business Development by onboarding new Sales team members, assessing client suitability, and delivering tailored product demos.
• Worked closely with Product & QA teams to refine and deploy new features, ensuring client readiness.
• Absorbed Account Management duties for two key clients, driving engagement, product adoption, and contract renewals.
• Reduced financial penalties for FMO client through targeted action plans, saving them over £10,000 in one month.
• Identified and implemented site improvements, contributing to award recognition at regional and national healthcare events.

• Led team of Change Management professionals to gather client requirements, configure systems, and optimise delivery for maximum efficiency.
• Managed product and feature requests, translating client needs into technical specifications for Product teams and supporting development and testing.
• Acted as 'voice of the customer' in development cycles, facilitating feedback loops and ensuring alignment with client expectations.
• Collaborated cross-functionally on project timelines, deployment planning, and testing of new features to ensure seamless implementation.
• Developed test plans and documentation for new product deployments and client site setups.
• Provided in-life consultation on client change requests, adapting builds to evolving operational needs.
• Spearheaded system enhancements during Covid-19 pandemic, improving transparency, control, and overall product functionality.

• Led Implementation team expansion to a team of 6, including hiring, onboarding, and management to support growing customer base.
• Developed and tested new processes for client interactions, product specifications, and system updates to significantly reduce deployment & support time to customers.
• Managed major system upgrades and maintenance from operational and customer-facing perspective, ensuring seamless client transitions and uptime of 97+.
• Conducted client kick-off activities to establish strong partnerships and ensure successful implementations.
• Collaborated cross-functionally on development roadmaps and system improvements.

• Engaged with clients to gather requirements, shaping MVP development and tailored system configurations.
• Consulted on solutions, relaying insights to Business Development and R&D for product customisation.
• Conducted end-to-end system testing, on-site deployments, and user training.
• Provided post-implementation support, resolving user queries and gathering feedback for product enhancements.
• Analysed pre- and post-implementation performance data to measure impact and identify improvement opportunities.
• Supported pre-sales efforts by demonstrating system features and assessing client needs.
• Conducted site surveys and mapping exercises for system localisation and expansion.

Progressed through multiple roles in customer engagement, marketing, and call centre operations supporting NHS hospitals nationwide. Key contributions included:

• Customer Engagement & Marketing – Managed patient-facing communication across 67,000+ bedside terminals, including campaigns, user feedback, and partnerships to enhance patient experience.
• Team Leadership – Supervised 24/7 call centre teams of up to 30, improving staff retention, productivity, and customer service delivery for 13K+ daily calls.
• B2B & B2C Sales Support – Supported business growth through advertising partnerships and awareness campaigns rolled out across 150+ NHS hospitals.
• Project Delivery – Supported national rollout projects and collaborated with healthcare staff to improve operational processes.