Sophie McDonald
Summary
Dynamic and results-driven professional with extensive expertise in diagnostic / needs analysis, instructional design, and cultural integration. Adept at creating and implementing tailored learning and development solutions, aligned with organisational culture, strategy, and objectives. Recognised for exceptional facilitation skills, delivering engaging and interactive learning experiences both online and in-person.
Demonstrates strong stakeholder engagement capabilities, building trust and collaboration across all levels, including leadership teams. A qualified coach and mentor committed to fostering growth mindsets, embedding coaching cultures, and supporting sustainable behaviour change.
Experienced in project management, compliance frameworks within the housing sector, budget management, and technology integration to enhance learning outcomes. Passionate about inclusion, psychological safety, and colleague wellbeing as an accredited mental health first aider and cultural ambassador.
Overview
15
15
years of professional experience
9
9
years of post-secondary education
Work history
Learning & Culture Partner
Southern Housing
Sittingbourne , Kent
10.2023 - Current
- Negotiated high-value learning contracts and managed external training providers to ensure best value for money and quality learning delivery
- Produced creative, blended learning materials, content and communication campaigns tailored to organisational needs including performance management, inclusion, wellbeing and
- Designed and delivered large organisational learning and development programmes including Southern Service, Reverse Mentoring and Inclusion Allies
- Partnered with leaders and teams across the organisation to diagnose and identify skills gaps, design and lead on complex learning and culture solution projects
- Facilitated high-quality learning workshops, meetings, focus groups and presentations both online and in-person. Fostered a culture of continuous learning by curating relevant resources
- Formulated learning and development programmes to capture measurable improvements and meet regulatory compliance needs e.g. complaints learning plan
- Promoted knowledge sharing through the re-establishment, building and promotion of resources via online platforms e.g. LMS, L&C intranet site, dedicated Teams group knowledge hubs e.g. MHFA, Inclusion Allies, Southern Service Coaches
- Implemented research findings and colleague feedback to improve programme material and delivery
- Collaborated with Subject Matter Experts (SME)s to refine and update blended learning resources.
Learning & Organisational Development Practitioner
Southern Housing (formerly Optivo)
Sittingbourne, Kent
06.2020 - 10.2023
- Managed relationships with external training providers to ensure quality service delivery
- Produced internal training and supportive learning materials tailored to organisational needs
- Analysed training requirements at individual, team and organisational level
- Adapted session delivery to meet specific needs of professional learners within different environments
- Optimised quality of training content by incorporating input from subject matter experts
- Championed diversity and inclusion with targeted training programmes and communication campaigns
- Conducted learning needs assessments to identify skills and knowledge gaps.
Senior Learning & Development Manager
Inclusive Employers
Waterloo, London
02.2019 - 05.2020
- Working with a wide range of clients including housing sector – delivering training around inclusion and diversity – persuading and influencing perceptions and understanding of inclusion in the workplace and community
- Designing, implementing and facilitating extensive inclusion learning programmes across various sectors including leadership, management and board programmes
- Managing a bank of associates; identifying and acquiring talent, assigning work loads in relation to client needs, managing relationships and all associated contractual arrangements
- Developed a full understanding of inclusion and diversity and its positive impacts for commercial success and customer service; from service design to delivery
- Reviewing and re-designing blended learning solutions, meeting sales targets and engaging with stakeholders across membership base through thought leadership and focus groups. Continuously designing content to improve the business offer (including design and further development of digital products e.g. eLearning)
- Writing and successfully winning tender bids for large programmes of training delivery and consultancy.
Learning & Organisational Development Partner
Optivo
Sittingbourne, Kent
10.2018 - 02.2019
- Creating and embedding diversity operating plan, linked to diversity strategy, including management of diversity commitments working with partners to embed plans
- Project management of continuation of performance management and eLearning systems
- Coaching and mentoring programme (internal and external with Housing Diversity Network) ensuring a diverse candidate representation and route to progression, applying positive action
- Managing a new cohort of internal coach and mentor qualifications, ensuring a diverse representation of candidates
- Event management – managing large programmes of training; including delegation of all associated processes e.g. monitoring attendance, evaluation, logistics, budget.
Head of Learning & Development (secondment)
Optivo
Kent, Sussex, London and Midlands
06.2017 - 10.2018
- Re-established an ‘Academy’ approach for the organisation, Based on 70:20:10 model including routes to; training, experiential development, qualifications, policy and procedures, learning resources, cultural learning, performance management and leadership and management development – delivering to a strategic Academy plan
- Successfully co-designed, delivered and embedded an intensive cultural behaviour programme based on organisational values and strategic targets
- Project managed and embedded new systems for performance management and eLearning; ensuring essential management tools and organisational compliance. This ranged from procurement, specification design, contract management, implementation to training and support for all levels of the organisation including leadership and managers
- Managing and implementing coaching and mentoring programmes (internal and external)
- Budget management – working closely with finance team to ensure budget planned across financial year and tracking codes and spend accurately
- Report writing – ensuring correct lines of review and approval taken before moving on with strategic plans
- People managed a team of three supporting continuous improvement, performance management responsibilities and leading newly merged team through integration.
Training Officer
Optivo (formerly AmicusHorizon)
Sittingbourne , Kent
08.2014 - 06.2017
- Engaging involved residents with design and delivery of a specific 18 month D&I training programme for all staff, involved residents and contractors. This included; direct delivery, comms content and planning, internal intranet design and evaluation
- Coaching new cohort of internal cultural trainers (including leadership) ready for content delivery
- Raising the bar around D&I by influencing and contributing to diversity strategy
- Member of internal diversity steering group, as an advisor. I also put myself forward to create and establish an LGBT networking group for staff. Both of these exciting commitments were ‘above and beyond’ my day job and I often committed my own free time to the progression of the groups
- Significant contribution toward best practice, for example I managed a submission for Stonewall’s ‘Top 100 Employers’ bringing my organisation in to the top ten housing associations.
Volunteer Talent Match Mentor
Prince's Trust
Sheerness, Kent
06.2014 - 02.2015
- Listened actively to mentees' concerns, goals and challenges, providing empathetic understanding and personalised guidance
- Established supportive relationships for improved confidence and motivation amongst mentees
- Delivered one-on-one sessions to guide mentees through various subjects and challenges
- Provided constructive feedback and guidance, challenging mentees to expand perspectives and reach full potential.
Housing Officer
AmicusHorizon
Sheerness, Kent
01.2012 - 08.2014
- Working closely with RI teams to engage residents via events, gathering feedback to align with organisational strategy and aims, for positive resident outcomes; including customer service provision/satisfaction, KPIs and ensuring an inclusive approach
- Housing management - experience and understanding of diverse resident issues including neighbourhoods and communities, tenancy management, ASB, income, safeguarding, local impacts; working directly with residents, stakeholders and local services/agencies to support and deliver solutions
- Delivered training sessions on housing regulations to new staff members ensuring consistent service delivery
- Developed strong partnerships with social services organisations to assist vulnerable tenants effectively.
Supported Housing Officer
Casa Support
Sheerness, Kent
10.2009 - 01.2012
- Supporting young people aged 16-24 to live independently through use of needs assessment and support planning
- Coaching and influencing young people to learn practical life skills
- Providing support in to education and employment, a crucial starting point for a better chance of a more well- rounded, healthier and ultimately happier life.
Education
Effective Coaching & Mentoring - Level 5 Certificate
The Institute of Leadership & Management (ILM)
02.2021 - 06.2022
Coaching Professional - Level 5
Paragon Skills & Education
02.2021 - 07.2022
Functional Skills in Mathematics - Level 2
City & Guilds
02.2021 - 04.2022
Managing Organisational Culture / Leading ED&I - Level 6
Chartered Management Institute (CMI)
09.2019 - 03.2021
Diploma in Learning & Development - Level 4
The Open University
09.2015 - 07.2017
Diploma in Housing Practice - Level 3
Chartered Institute of Housing (CIH)
09.2012 - 06.2013
BTEC Advanced Award - Neighbourhood Nuisance & Anti-Social Behaviour Case Working
Safety Net Associates
09.2012 - 06.2013
OCN - Promoting the Health & Wellbeing of Young People in Supported Housing
Young People in Focus
01.2010 - 06.2010
Skills
- Diagnostic and needs analysis: collaborating with stakeholders, individuals, groups & teams to identify needs Ability to create learning & development solutions designed to increase capability & confidence, aligned with objectives, organisational culture & strategy
- Instructional design: co-creating, developing, implementing & evaluating effective blended learning / cultural embedding solutions, designed to increase capability & confidence Strong alignment with objectives, organisational culture & strategy (including digital learning design experience), supporting a mature learning organisation
- Learning facilitation: natural, engaging, energetic, adaptable & authentic facilitator (groups & individual learners) Able to facilitate accessible & interactive learning experiences online and in-person Consistently receive positive feedback
- Cultural integration: understanding & embedding culture, values, & behaviours, aligning across all solutions to support sustainable behaviour change
- Stakeholder engagement and relationship building: Excellent interpersonal, influencing, and relationship-building skills with extensive experience & ability to build rapport, trust & engage / collaborate with stakeholders across all levels including leadership, board Subject Matter Experts & teams strong communicator with effective written & verbal communication skills
- Coaching and mentoring: qualified coach & mentor Active listener, with empathy, ethics & deep understanding of supporting growth mindsets & achieving SMART goals Committed to embedding a coaching culture
- People management: expertise in inclusive practice, experienced in managing performance, supporting continuous improvement / learning, with ability to give (& receive) effective feedback, fostering psychological safety Recognised cultural ambassador & role model
- Commissioning, contract & budget management: end to end tender & contract management experience Previous experience as a budget holder with value for money approach
- Compliance & regulatory knowledge: deep understanding across various regulations & compliance needs, relevant to housing sector Ability to recognise & respond to challenges, which can be supported by tailored learning & cultural solutions for meaningful impact
- Project management: adaptable collaborator & planner; identifies risks & mitigations, critical thinker, strong influencer & ability to negotiate budgets, time & outcomes
- Technology integration: implementing & utilising technology to enhance learning including learning management systems
- Accredited Southern Service Coach: advanced knowledge & understanding of method, coaching others to effectively apply the tools & techniques
- Accredited Mental Health & Suicide First Aider: helping to achieve wellbeing commitment by actively supporting colleague wellbeing, to increase productivity & retention
- Flexibility: able to travel across regions & flex hours to meet organisational needs, as required
Affiliations
- Politics, CPD, reading, writing, the arts, history and science - proud inclusion ally and a lifelong learner!
Accomplishments
Ethnicity Ally Award - G15 Ethnicity in Housing Awards shortlisted nomination (2023) and nominated in 2024
Timeline
Learning & Culture Partner
Southern Housing
10.2023 - Current
Effective Coaching & Mentoring - Level 5 Certificate
The Institute of Leadership & Management (ILM)
02.2021 - 06.2022
Coaching Professional - Level 5
Paragon Skills & Education
02.2021 - 07.2022
Functional Skills in Mathematics - Level 2
City & Guilds
02.2021 - 04.2022
Learning & Organisational Development Practitioner
Southern Housing (formerly Optivo)
06.2020 - 10.2023
Managing Organisational Culture / Leading ED&I - Level 6
Chartered Management Institute (CMI)
09.2019 - 03.2021
Senior Learning & Development Manager
Inclusive Employers
02.2019 - 05.2020
Learning & Organisational Development Partner
Optivo
10.2018 - 02.2019
Head of Learning & Development (secondment)
Optivo
06.2017 - 10.2018
Diploma in Learning & Development - Level 4
The Open University
09.2015 - 07.2017
Training Officer
Optivo (formerly AmicusHorizon)
08.2014 - 06.2017
Volunteer Talent Match Mentor
Prince's Trust
06.2014 - 02.2015
Diploma in Housing Practice - Level 3
Chartered Institute of Housing (CIH)
09.2012 - 06.2013
BTEC Advanced Award - Neighbourhood Nuisance & Anti-Social Behaviour Case Working
Safety Net Associates
09.2012 - 06.2013
Housing Officer
AmicusHorizon
01.2012 - 08.2014
OCN - Promoting the Health & Wellbeing of Young People in Supported Housing
Young People in Focus
01.2010 - 06.2010
Supported Housing Officer
Casa Support
10.2009 - 01.2012
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<ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform<ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform