London, England, United Kingdom
Hello! 👋 I build customer programmes that help organisations create better digital customer experiences. My career began in educational publishing, where I worked in customer education, onboarding and training for organisations including the Financial Times and Pearson. I designed learning experiences, delivered training both in person and online, and partnered with third-party organisations to help customers learn at scale. Over time, my career evolved into community, membership and customer engagement at organisations like the International Legal Technology Association (ILTA), Lansweeper and now Flexera. I've designed programmes that bring customers together through education, events, digital communities and advocacy. I currently work at the intersection of customer experience, community and customer engagement, leading cross-functional initiatives with Product, Marketing, Customer Success, Support and Readiness to create more connected customer journeys. One of the things I enjoy most is taking good ideas that exist across different teams and turning them into experiences customers can actually use and value. Much of my work focuses on: • Designing customer programmes that support onboarding, adoption and engagement. • Building communities that create measurable value for both customers and the business. • Turning informal customer networks into structured, scalable programmes. • Using customer insight and data to improve engagement and demonstrate business impact. Outside of work, I’m a mum of two, a Harry Potter fan, and probably spend more time than I should reading Bravo discussions on Reddit. I bring energy, curiosity and a practical mindset to everything I do. If you’re passionate about creating better customer experiences through community, customer engagement or digital programmes, I’d love to connect.
Built Lansweeper's global community programme from ground up, positioning community as a strategic customer engagement channel - Designed and delivered the global community strategy, defining KPIs, securing executive sponsorship and embedding community into broader customer engagement initiatives. - Grew membership and significantly increased customer participation through targeted engagement programmes, events, recognition initiatives and advocacy campaigns. - Led improvements to the community platform (Khoros), improving information architecture, SEO, onboarding journeys, automation and third-party integrations including SSO and Slack. - Worked cross-functionally with Product, Marketing, Support and Customer Success to improve the customer journey, streamline support processes and create a connected digital customer experience
Working cross-functionally with internal teams to curate content, support lead acquisition and incorporate customer feedback into new services and processes Recruiting, educating and growing a local community of content creators and champions Running reports, analysing data and setting KPIs Advocating for ILTA at industry events to build trust and increase brand awareness in Europe
Delivering IT training to Thomson Reuters Legal clients in universities and academic research institutions. Supporting training around new IT systems and delivering learning programmes globally. Designing learning and development materials for standard courses to be delivered face to face or online, creating training proposals for client specific training and conducting training needs analysis. Part of my role also included advising clients on best use of TR Legal software systems when appropriate.
Two week mini pupillage shadowing barristers in a commercial law practice. Tasks included creating editing case bundles, drafting defence claims and attending case management conferences.