Profile

Since 2004 I have modernised learning experiences, balanced efficiency and effectiveness with the overarching goal of enhancing people performance and meeting department level key performance indicators. I lead teams toward modern approaches in using learning technology to achieve business goals.

Principal Training Consultant (July '23 to present) @ServiceNow

• I identify client learning needs and propose their change, communication and learning plans.

Principal Training and Adoption Lead @ ServiceNow

• I support ServiceNow clients with their digital transformation and adoption of ServiceNow solutions, in the Training and Certification department.
• I have pioneered the creation of new offerings of self-study courses, videos and help guides ensuring the financial models are appropriately adjusted to account for a blend of learning solutions. This has required forming partnerships with Sales, Marketing, Customer Success, Professional Services and Technical Development teams. It has also meant inspiring colleagues, gathering their "wish list" and converting this into a road map of milestones to modernise the learning solutions, moving from classroom-centric towards web-centric formats.
• I have also pioneered the use of ServiceNow's learning platform, called Now Learning, ensuring new certification courses tie up with ServiceNow's six monthly product release cycle. These have enhanced adoption, reduced the need for "just in case" learning and increased "just in time" support.
• Learning assets created by me are used by ServiceNow partners and software implementers.

Senior Change Management and Learning Consultant @ IBM

• I supported the learning of cloud based Salesforce for IBM clients primarily across EMEA. Including facilitating Salesforce certifications.
• I equipped our partners with the means to educate their organisation on how to get the most out of their Salesforce platform. This meant designing the majority of the learning in the form of courses, videos, activities and articles. I enabled sales to enhance their skills to lead clients towards a digital and modern approach to adopting Salesforce.

Immersive Learning Developer (contractor) @ Pearson

• I created immersive learning experiences (Virtual Reality) focused on topics such as history, psychology and sociology.

Digital Learning Specialist (contract) @ Google

• I designed and implemented learning experiences for project & program managers, including designing certifications. Including vendor management for quarterly budgets up to $50,000. Materials included text, help guides, video tutorials, online courses and a social learning platform.

Digital Learning Program Manager @ Expedia

• I led 12 vendor-based trainers for 28 contact centres management teams globally across the Americas, EMEA and APAC. Forming a joint up approach afforded by collaboration technologies to ensure consistency and continuous quality improvement, these were wrapped into global certifications adopted by other Expedia teams.

Learning Consultant (contract) @ ITV

• I supported a highly creative organisation in its refresh of technology, which included the transition to Apple hardware and Google Apps software (today called G-Suite).

Digital Learning Program Manager (contract) @ Royal Sun Alliance Insurance

• I developed self-study courses for team leaders across the global business, as well as mentored subject matter experts in designing online courses globally.

Learning Technologies Manager (contract) @ PwC

• I contributed to the Learning and Education function's global service and innovations plan to maximise Learning Technologies. I led a team of four, and we built storyboards into learning media for self study, classroom and virtual classrooms.

Digital Learning Project Manager @ Social Care Institute for Excellence

• I managed a team of Social Care professionals (up to six), learning developers (up to four) and vendor budgets up to £200K to produce high standard learning resources for the Social Care sector.

Senior Learning Designer and Instructor @ Barclays

• I led a team across five UK and three India contact centres, including new certifications and standards for India based trainers. Solutions that we designed and delivered included software simulations, coaching, in-person group sessions and online learning for other trainers, managers, team leaders and advisors.

Learning Project Manager @ Coventry City Council

• I developed learning programmes including initiation of a contact centre and improving communication of the L&D function amongst the 18,000 employees in over 50 centres. Leading three consultants and on-site subject matter experts.

Senior Learning Designer and Instructor @ Capita

• I designed a new induction training process and change training projects for five departments. I led seven training leads and developed new standards for the team.

2021 Certified Change Practitioner Prosci® Badge

2012 PostGraduate Diploma Online and Distant Education Open University The role of learning technology in education

2004 Certification in Training Practice CIPD Leading on classroom learning

2001 Health Studies Coventry University Politics and management of the UK NHS

2000 Public Policy and Managerial Studies De Montfort University Political science and civil service

Here are some courses I've created

Since 1999 I have volunteered in the community to teach dance-fitness and support people to live healthier lifestyles. I have set up two brands Pungra and Skills For The Community.