Pelumi Coker
London
Summary
Dynamic professional with expertise in project and change management. Proven track record in leading projects and enhancing communication to build strong relationships and improve processes. Skilled in risk assessment and critical evaluation, consistently driving successful outcomes through proactive strategies. Committed to fostering team collaboration and achieving organizational objectives.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work history
Deputy Service Manager
Central and North West London NHS Foundation Trust
London
09.2025 - 09.2026
- Led a cross‑clinic communication modernisation project at Mortimer Market Centre (MMC), redesigning how service information is delivered to patients across Bloomsbury and Integrated Sexual Health (ISH) clinics.
- Identified systemic communication failures through shadowing, cross‑clinic observation, and mapping outdated/duplicated information, enabling a clear case for change grounded in operational evidence.
- Developed and secured approval for a new digital communication model, introducing live service‑information streaming on waiting‑area screens while maintaining confidentiality requirements (radio masking).
- Built multi‑team engagement and ownership, gaining support from Psychology, Charge Nurses, Coordinators, clinicians, administrative teams, and senior leadership through structured consultation and All‑Clinic meetings.
- Designed and implemented a communication strategy including weekly bulletin updates, content‑submission processes, and alignment with Comms to standardise patient‑facing messaging across MMC.
- Coordinated with IT, Comms, and Business Infrastructure to assess technical feasibility, manage dependencies, and adjust timelines, maintaining transparency with staff throughout delays.
- Enhanced patient experience and reduced pressure on administrative staff by improving visibility of service updates, delays, opening hours, vaccine availability, and zero‑tolerance messaging.
- Strengthened operational consistency by standardising communication processes across Bloomsbury and ISH, reducing variation and improving patient flow.
- Improved staff efficiency and capability by enabling teams to contribute content, adopt new digital processes, and troubleshoot issues with confidence.
- Delivered measurable stakeholder outcomes, including increased senior buy‑in, stronger cross‑team collaboration, and clearer understanding of technical constraints across MMC.
- Maintained project momentum despite technical delays, using structured engagement, expectation‑setting, and iterative communication to keep staff informed and involved.
- Scoped a strategic service model to reduce asymptomatic in‑clinic testing and align with commissioner expectations for efficiency while protecting equitable access.
- Synthesised evidence from the ASSIST study, highlighting risks that online postal self‑sampling (OPSS) can widen inequalities for groups less likely to order or return tests.
- Developed a targeted access model, routing low‑risk heterosexual users to online testing while prioritising in‑person access for GBMSM and other groups unsuitable for OPSS.
- Designed digital triage questions to assess symptoms remotely and direct patients to the appropriate pathway, improving clinical efficiency and reducing unnecessary appointments.
- Built a financial model demonstrating cost savings from shifting low‑risk cohorts online and reinvesting resources into high‑need groups.
- Proposed an outreach strategy, including targeted digital advertising (e.g., dating apps) to reach underserved populations and reduce inequalities.
- Led stakeholder engagement with commissioners, clinicians, digital teams, and community partners to shape a sustainable, equitable service model.
- Ensured governance alignment by reviewing procurement, legal, and operational implications and preparing the proposal for senior leadership approval.
Delivery Manager
NHS North West London Integrated Care Board
London
07.2024 - 09.2025
- Led the systemwide rollout of Optica, a real‑time digital discharge platform, across all NWL acute trusts, eight local authorities, community teams and ICB colleagues.
- Conducted onsite shadowing and process mapping across acute sites to identify variation, highlight gaps in Optica usage, and drive alignment.
- Developed a comparative process‑mapping tool enabling partners to visualise workflow differences and agree shared definitions and responsibilities.
- Drafted the systemwide Standard Operating Procedure (SOP) and secured senior‑level agreement, embedding consistent discharge practice across NWL.
- Created and socialised the Optica implementation roadmap, guiding staggered onboarding and supporting delivery alongside external consultancy (PSC).
- Coordinated monthly borough reporting and collated P1 Bridging and Complex Care bed activity to support borough‑ICB performance discussions.
- Managed the circulation of Optica average delay‑days data, ensuring system partners had accurate, timely performance information.
- Produced quarterly and annual evaluations of borough discharge schemes using Optica data, collated returns and local context.
- Oversaw the NWL Discharge Mailbox, triaging escalations, managing PID governance, and coordinating responses across system partners.
- Managed bank holiday escalation processes, updating contact lists and scheduling system calls to maintain operational resilience.
- Supported business case development, ensuring proposals aligned with ICS objectives and were underpinned by robust data and analysis.
UEC Project Officer
NHS North West London Integrated Care Board
London
03.2023 - 07.2024
- Led the end‑to‑end MiDoS feedback process, triaging LAS crew submissions, preparing cleaned datasets, coordinating service‑lead investigations, and closing cases.
- Implemented a structured two‑week turnaround process, improving response times and accountability across NWL services.
- Strengthened system learning by standardising feedback documentation, escalation routes and PID handling, including behavioural‑related cases.
- Acted as a pilot user for the new digital MiDoS platform, working with SEL ICB project managers to test, refine and validate functionality before rollout.
- Supported monthly and quarterly reporting for the NWL LAS 9s Steering Group, contributing insights that informed pathway improvements.
- Coordinated monthly UEC performance reporting, setting deadlines, quality‑checking submissions and supporting BI engagement.
- Provided governance support for UEC Trust Delivery Boards, producing agendas, action logs, minutes and updated performance packs for senior leaders.
- Drafted executive summary slides and updated performance metrics to support trust‑ICB decision‑making.
- Managed the UEC mailbox, triaging queries, forwarding programme‑specific issues, and scheduling meetings for programme leads.
- Supported the UEC Data Group, recording actions and ensuring BI leads received accurate updates.
Project Executive
Ipsos MORI
London
07.2022 - 01.2023
- Managed the relationship between Ipsos' post-buy project team and ten Eastern-European markets for Philip Morris International. Informed clients for local markets on fieldwork updates, collated sales data with market intelligence, and liaised with global CRM teams to ensure Ipsos receives accurate monthly databases.
- Designed monthly summaries for the ten market and innovative questions to be used in their monthly fieldwork waves, whilst researching methods for increasing the automation of this process.
- Coached new members to the project team.
- Recorded meeting minutes with our offshore teams.
- Ensured relevant materials were provided to our scripting team and tested scripts in preparation for fieldwork launch.
Project Manager
Bulbshare
London
09.2021 - 06.2022
- Led the development and usage of the company's CRM platform to build surveys, engage with communities, and testing the surveys using mobile software.
- Collaborating with partnering teams and senior stakeholders on usage of our CRM platform and embedding solutions, as well as onboarding clients.
- Spearheaded quality checks for consumer responses, as well as providing solutions to insight teams across a variety of Global clients, e.g., Cereal Partners Worldwide, The Department of Health and Social Care, and Lego.
- Responsible for ownership of projects from their inception to delivery, including tracking project timelines, budgets, incentivisation and outsourcing costs, deliverables, and progress, whilst liaising with teams across the business to communicate proactively with clients and receive consistently high NPS scores.
- Identified and examined new project management software for Bulbshare to adopt, in order to assist in the improvement and streamlining of business processes.
Executive Assistant (Part Time)
Chez Services
London
10.2016 - 06.2018
- Profitably collaborated with colleagues to achieve group targets on a deadline, to promote environmental initiatives and events for clients.
- Conducted and organised research, as well as internal meetings.
Education
Diploma of Higher Education - Management for Future Leaders
Henley Business School
Henley on Thames, Oxfordshire 11.2024 - 09.2026
Master of Science - Public Policy
Queen Mary University of London
London 09.2018 - 12.2019
Bachelor of Arts - International Relations
Queen Mary University of London
London 09.2015 - 09.2018
Skills
- Project leadership
- Effective communication
- Risk Assessment
- Positive attitude
- Change management
- Proactive approach
- Relationship-building
- Process Improvement
- Project Management
- Resourcefulness
- Critical evaluation
- Data analysis proficiency
Affiliations
- Sports (Football, Basketball, Tennis)
- Reading
- Cinema
- Travel
References
References available upon request.
Timeline
Deputy Service Manager
Central and North West London NHS Foundation Trust
09.2025 - 09.2026
Diploma of Higher Education - Management for Future Leaders
Henley Business School
11.2024 - 09.2026
Delivery Manager
NHS North West London Integrated Care Board
07.2024 - 09.2025
UEC Project Officer
NHS North West London Integrated Care Board
03.2023 - 07.2024
Project Executive
Ipsos MORI
07.2022 - 01.2023
Project Manager
Bulbshare
09.2021 - 06.2022
Master of Science - Public Policy
Queen Mary University of London
09.2018 - 12.2019
Executive Assistant (Part Time)
Chez Services
10.2016 - 06.2018
Bachelor of Arts - International Relations
Queen Mary University of London
09.2015 - 09.2018