Matthew Teagle

Strategic Leadership & Digital Transformation

• Spearheaded PA Housing’s 2024–2029 digital strategy, defining a clear two-year roadmap to evolve resident self-service and reduce reliance on traditional contact channels.
• Solely delivered ‘My PA’, a new resident-facing native mobile app and web portal, from discovery to launch – including procurement, UX, testing, and go-live – positioning it as the cornerstone of PA Housing’s digital self-service offer.
• Built a long-term strategic partnership with a digital developer, saving £60,000 in-year and securing future services at significantly reduced rates – enabling reinvestment in additional tech projects.
• Embedded resident feedback into development via digital working groups and testing cohorts, leading to inclusive, user-friendly experiences that improve engagement and satisfaction.

Product Delivery & Platform Development

• Directed enhancements and backend/API upgrades to ensure seamless performance across all digital systems.
• Partnered with suppliers and internal teams to build scalable, accessible digital platforms aligned with business needs and user expectations.

Procurement & Budget Ownership

• Managed procurement processes and digital system budgets, balancing innovation with compliance and value for money across multiple high-impact platforms and services.

Stakeholder Engagement & Reporting

• Presented regular updates to the Executive Team and Board, clearly articulating the operational and customer benefits of digital transformation initiatives.

Resident Inclusion & Access Initiatives

• Expanded digital inclusion through partnership with the National Databank, enabling low-income residents to access data and devices.
• Improved self-service satisfaction by 27% in one quarter through UX, content tone, and accessibility enhancements – maintaining these gains over subsequent quarters.

Training & Adoption Support

• Created accessible training content (videos, guides, walkthroughs) for staff and residents to drive adoption of new systems and features.

• Designed and delivered PA Housing’s first digital strategy and roadmap, laying the foundation for long-term transformation.
• Initiated and led collaboration with residents to build a culture of feedback and co-design in digital service delivery.
• Documented critical system integrations and API processes to ensure transparency and ease of ongoing platform development.
• Facilitated early-stage agile projects to evolve the self-service portal, improving usability and laying the groundwork for the eventual launch of My PA.

• Supervised a diverse team to consistently meet and exceed daily sales targets, aligning team performance with store objectives.
• Delivered training, coaching and onboarding to new and existing colleagues, promoting a high-performing and customer-focused culture.
• Planned staffing and delegated workloads strategically to meet seasonal peaks in customer demand and store activity.
• Conducted audits and risk assessments to ensure compliance with operational and regulatory standards.
• Resolved complex customer enquiries, complaints and disputes with professionalism and empathy, safeguarding store reputation.
• Chaired staff meetings to communicate changing priorities, delegate tasks and reinforce team alignment.
• Championed process improvements to streamline workflows and boost team efficiency.
• Fostered a positive and collaborative work environment, resulting in strong team morale and effective internal communication.
• Supported recruitment activity including candidate interviews and onboarding.