Team Development & Process Improvements

Building high-performing, resilient teams is essential to delivering sustainable customer and business value.

Content Knowledge Hub

Problem

Content creation across platforms and brands was inconsistent, leading to:

Copy Inconsistencies: Tone, style, and brand voice varied widely across customer touchpoints. (e.g. shop vs mobile app vs CRM)
Operational inefficiencies: Content teams duplicated efforts without a single source of truth.
Scalability challenges: Rapid growth strained the ability to maintain quality and consistency.
Placeholder copy risks: Designers often inserted inconsistent placeholder text, requiring additional rework.

Solution

To address these challenges, I led the conceptualisation, development and implementation of a centralised Content Knowledge Hub using the ATOMIC Design methodology to structure the knowledge hub.

Key components included:

Global Guidelines: Tone of voice frameworks, accessibility standards, SEO writing practices.
Brand-Specific Repositories: Tailored templates and messaging guides for each brand.
Content Best Practices: Documentation for content creation across web, mobile, and agent-facing platforms (e.g., Siebel)
Standardised Component Copy: Provided pre-approved microcopy for common UI elements, reducing double handling and revision cycles.

The Content Knowledge Hub is designed to be self-serve, scalable, and adaptable as business needs evolved.

Impact

The Content Knowledge Hub turned scattered, inconsistent practices into a strategic advantage boosting operational efficiency, strengthening brand presence, and improving digital experiences across all customer touchpoints.

Business Impact:

Strengthened brand consistency across all digital platforms.
Empowered content creators and UX writers with easily accessible standards.
Improved operational efficiency by reducing duplicated work and revision cycles.

User Impact:

Delivered more cohesive, intuitive digital experiences for customers and agents.
Improved clarity, accessibility, and usability across web and service interfaces.

Transforming fragmented content creation into a unified, scalable system that drives consistency, efficiency, and better digital experiences.

Digital Delivery Process

Purpose:
The process flow diagram defines the key activities, roles, and deliverables across the end-to-end digital delivery lifecycle from initiation through to development. It provides a shared view of where UX, content, product, and technical teams intersect throughout the design and build phases.

Use:

Guides cross-functional teams through a consistent delivery approach.
Clarifies responsibilities and handover points at each stage.
Serves as a reference point during project planning, execution, and retrospectives.

Diagram outlining the digital delivery process

Role: Captured, Designed, Socialised & Aligned

Benefits:

Provides clarity on who does what and when across initiatives.
Reduces rework by surfacing expectations early in the process.
Strengthens collaboration across UX, development, and business teams.
Supports faster onboarding of new team members into delivery practices.

Impact: Improved cross-team collaboration, reduced rework, and increased project delivery clarity.

Skills Matrix

Problem
The UX and Content teams lacked a clear, structured pathway for professional growth. Skill expectations across roles were inconsistent, making it difficult to align individual development with team goals and business objectives.

Solution
Designed a comprehensive Skills Matrix tailored for UX and Content disciplines, mapping key capabilities across levels and aligning them with team OKRs and organisational metrics. The matrix also supported individual Goal Plan creation.

Benefits

Provided clear pathways for career progression and skill development.
Strengthened alignment between personal growth and business strategy.
Enhanced performance management through targeted, transparent expectations.
Improved talent engagement and retention through visible investment in development.

Role: Designed, Developed & Rolled-out