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I look after our email platform and our existing solution wasn't flexible enough to handle targeted messages at scale. We were missing an opportunity with users to send personalised messages at the right time to help increase engagement. I embarked on a project to implement a new marketing automation software. This project required alignment across our product, data, retail, security and legal teams. I spent time researching the availble tools in the marketing and workshopping requirements with relevant stakeholders, we created an RFP and sent to a number of suppliers. Each round of the RFP I assigned a score to the company and gathered feedback from stakeholders. This ensured the decision making process was fair and we had strong evidence when sharing the business case to senior leadership.

Once we decided on the supplier, I was responsible for implementing the tool which required support across various teams within the business. Implementing something cross-functionally

I ensure the research questions are tied to business or product outcomes before kickstarting the research. For example, at Rogers, I was doing a usability study where the focus areas were average handle time and efficiency in completing a customer interaction. I tied the insights around errors while completing a transaction and system stability issues which led to an increase in average handle time and indicated why it was important to fix those issues to improve system trust, adoption and efficiency