Matthew Teagle
Leicester,Leicestershire
Summary
Dedicated Digital Lead with a proven track record of driving transformative initiatives and enhancing user experiences. Instrumental in crafting and executing PA Housing's multi-year digital strategy, resulting in a significant increase in customer satisfaction and accessibility. Proficient in project management, agile methodologies, and nurturing stakeholder engagement, fostering enduring relationships grounded in reliability and trust. Eager to leverage expertise in digital engagement and product management to excel in a dynamic and challenging role, driving impactful outcomes and delivering value to stakeholders.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Digital Systems Manager
PA Housing
Leicester
05.2024 - Current
- Digital Strategy and Transformation Leadership:
Spearheaded the overarching digital strategy for PA Housing, covering 2024 to 2029, with a focus on driving digital transformation and enhancing resident self-service solutions. Established a structured roadmap for evolving self-service capabilities over the next two years. - Budget and Procurement Management:
Oversaw budgeting and procurement for digital systems, platforms, and services, optimizing value for both colleagues and residents by selecting solutions that align with strategic and operational goals. - Digital Platform and System Development:
Directed system upgrades and enhancements for the self-service portal, including backend integrations and API developments, to improve system performance and ensure seamless user experiences. - Resident-Centric Digital Engagement:
Led a resident digital working group, integrating user feedback into platform enhancements. Advanced inclusivity by partnering with the National Databank to expand digital access for lower-income residents. - Stakeholder Management and Executive Reporting:
Regularly presented digital progress and key milestones to senior leadership, including the board, communicating the impact of digital transformation initiatives on customer satisfaction and operational efficiency. - Project Management and Agile Delivery:
Managed cross-functional, agile teams to deliver high-impact digital projects, ensuring that scopes, timelines, and outcomes aligned with business objectives. - Performance and Satisfaction Optimization:
Drove significant improvements in custoner satisfaction on the self-service portal, boosting satisfaction rates by 27% within a single quarter (and maintaining this throughout the following quarters) through focused user experience enhancements. - Training and Documentation:
Created and implemented comprehensive training resources, including guides and videos, to empower staff and residents in effectively using digital systems.
Digital Engagement Lead
PA Housing
Leicester
06.2023 - 05.2024
- Digital Strategy Development:
Developed the initial digital strategy and roadmap, which has since evolved into PA Housing’s ongoing strategic framework for digital services. - Resident and Stakeholder Collaboration:
Established foundational relationships with resident groups and external partners to drive digital inclusivity and feedback-driven improvements in the self-service platform. - Platform and API Documentation:
Created essential documentation detailing backend processes, integrations, and API functionality to support clear and consistent digital system operations. - Project and Performance Initiatives:
Facilitated agile projects that laid the groundwork for the current self-service portal’s development, improving user satisfaction through incremental updates and direct support initiatives.
Team leader
Central England Co-operative
Leicester
04.2022 - 06.2023
- Completed audits and risk assessments to achieve regulatory compliance.
- Resolved complex customer enquiries, disputes and complaints.
- Trained and supervised team to deliver on store sales targets.
- Developed open and professional relationships with team members to facilitate effective issue resolution.
- Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
- Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Assisted with team recruitment, interviewing and onboarding.
- Integrated process improvements to optimise overall workflow and efficiency.
Duty manager
Central England Co-operative
Leicester
12.2021 - 04.2022
Customer service assistant
Central England Co-operative
Leicester
12.2019 - 12.2021
Education
Bachelor of Arts - Media and Film
De Montfort University
07.2017 - 09.2020
Master of Arts - Film and Film Cultures
University of Leicester
09.2020 - 07.2021
Skills
- Staff leadership
- Customer relations
- Proactive issue resolution
- Adobe Creative Suite
- Project management abilities
- Product management
- CMS management
- Graphic and media design
- Maintaining databases
- Process improvement
- Cost-effective budget control
- Operational governance
Certification
- Aha! Product Management Professional Certificate.
- Google Foundations of Project Management.
- Hotjar Foundations Lvl. 1.
- Shaw Academy Diploma in Digital Marketing.
Timeline
Digital Systems Manager
PA Housing
05.2024 - Current
Digital Engagement Lead
PA Housing
06.2023 - 05.2024
Team leader
Central England Co-operative
04.2022 - 06.2023
Duty manager
Central England Co-operative
12.2021 - 04.2022
Master of Arts - Film and Film Cultures
University of Leicester
09.2020 - 07.2021
Customer service assistant
Central England Co-operative
12.2019 - 12.2021
Bachelor of Arts - Media and Film
De Montfort University
07.2017 - 09.2020
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