Miles Norman

– Managing and providing advanced analytics and insight that the business needs, by working closely with internal stakeholders and external agencies; – Using analytical and technical skills to provide expert analytical support across Audience Brand & Comms, Commercial and the Which? group; – Helping to develop, deliver & maintain portfolio of reporting, models & tools that considerably enhance stakeholders' understanding of our audiences, customers or business area and to support the delivery of organisational targets, strategic plans and delivery of OKRs; – Leading and managing any Budget and re-forecast processes to provide a performance overview for the Marketing Department and input into business planning processes (As and when required); – Supporting the coaching and mentoring of Analysts in the Audience Analytics & Insight team to improve and develop their technical skills; – Keeping abreast of changes in the data Analytics landscape, ensuring that Which? is making use of the most relevant and up to date analytics implementation; – Translating analysis into insight to: inform product, campaign and content strategy; enabling understanding and optimising user journeys; measuring and improve channel and campaign performance; ensuring optimal conversion rates; – Maintaining an overview of analytical activities and identify where new data sources / additional analysis can add value to the business; – Supporting and influence stakeholders to perceive and realise the commercial potential of effective data analysis; – Triangulating insight and information from internal and external sources to strengthen business decisions across Which?

– Spearheading the monitoring, analysis, and interpretation of critical KPIs related to ecommerce performance, including but not limited to conversion rate, average order value (AOV), customer lifetime value (CLV), retention rate, and customer acquisition cost (CAC); – Developing comprehensive reports and dashboards to effectively communicate ecommerce performance metrics to stakeholders across the organization. Translating complex data into actionable insights and strategic recommendations to drive business growth; – Utilizing historical data and predictive modelling techniques to forecast ecommerce trends, anticipate market shifts, and identify opportunities for revenue optimization and cost efficiency; – Conducting in-depth analysis of customer behaviour and segmentation to identify patterns, preferences, and pain points. Using customer journey mapping and cohort analysis to enhance personalized experiences and maximize customer satisfaction and loyalty; – Monitoring competitor activity and industry trends to benchmark ecommerce performance metrics against peers and identify areas of competitive advantage. Keeping abreast of emerging technologies and best practices in ecommerce analytics.

– Performing analysis on website/ eCommerce performance and identifying opportunities for improvement in Website conversion; – Building & supporting reports and self-serving dashboards on website performance; – Working closely with the CRO Manager and Product Owners/Managers to understand problem areas and respond to ad-hoc requests to analyse the data; – Presenting data to help the Development and Product teams make the right data-driven decisions, allowing them to self-serve and interpret data quickly, easily and accurately.

– Owning and refining comprehensive dashboards by integrating data from a variety of different data sources and distribute with insight and commentary to stakeholders; – Working with our Digital team to incorporate qualitative and quantitative data to deliver a holistic customer journey view, including churn life cycles, Customer LTV, post-acquisition behaviour, retention curve, surveys, reviews, feedback and market research; – Identifying data gaps and resolve this by taking a lead in ensuring that all tagging is accurately and fully delivered and by liaising with other data owners. This includes identifying and securing a suite of analytical tools as well as GA4 migration; – Analysing website and mobile journeys data to understand customer behaviour and to deliver insight and improvement recommendations to cover customer journeys, campaigns, cross-sell activity and CustSat; – Being a key part of the team coordinating our conversion rate optimisation programme and specifically the data lead on AB and multi-variant testing process - in terms of idea conception, analysis and impactful recommendations.

– Working closely with the Content and Merchandising leads and key stakeholders across the broader Ecommerce team to prioritise workload requests and manage projects; – Project managing work-streams and initiatives, providing a holistic view of workload requests from all digital teams, marketing and product teams and providing necessary resource plans for Content and Merchandising to ensure everything is delivered on time in full, and any blockers are understood; – Managing the workflow management boards up to date with new requests, scheduling of activity and reprioritisation of tasks in our sprint process; – Reporting on the status of key BAU activity, or prioritised projects, and providing timely communication between relevant Digital departments including Design, Merchandising, Planning and Trading; – Leading the transition of current workload planning in to new technology, managing the project end-to-end; – Maintaining and looking for improvements in ways of working to improve efficiency through the team to allow timely delivery of our site activity. Advise on best practice to improve KPIs and turnaround times within the team; – Providing the Ecommerce leadership team with appropriate recommendations for any new activity, including late reactive requests requiring rapid delivery; – Maintaining a high standard of attention to detail with clarity of communication; – Making good decisions and judgement calls whilst under pressure or ambiguity.

– Website management, involving day-to-day tasks, trouble-shooting, development and long-term strategy planning and coordination; – Control of Content Management Systems (Contensis, AEM & other bespoke systems); – Training users on CMS and other internal systems; – A/B testing (using Optimizely and Google Optimize); – Search Engine optimisation using Swiftype; – Creating and analysing heatmaps and recordings (using Hotjar); – Driving up quality of website content and accessibility (using Siteimprove); – Optimising user journeys to increase ecommerce revenue and conversion rates; – Producing detailed monthly ecommerce reports for key stakeholders.

– Being responsible for the accurate aggregation, delivery, and publication of approved content for digital platforms; – Creating and evolving efficient, reusable web templates and components for use by designers in daily production; – Collaborating with designers and developers to ensure market leading standards are achieved for QVCUK; – Building working prototypes using HTML5/CSS3/JS code across a broad array of digital web and mobile platforms to improve customer experience with Adobe Experience Manager; – Testing and refining front-end code across multiple browsers, platforms, and devices, including smartphones and tablets; – Partnering with designers in best practice for creating W3C standard accessible web pages, basic technical issues and application training; – Converting design/wireframe/requirements into front-end code for QVCUK platforms; – Managing time across multiple projects and tasks in a deadline-driven, team environment; – Working in an agile, cross functional team responsible for delivering customer facing content; – Actively promoting and ensuring compliance to the W3C standards, guide other teams in their use of HTML, seeking out and actively promoting ideas and techniques in the team; – Dealing with production corrections & short-notice updates with maximum speed & accuracy; – Supporting the delivery of off-hour migrations or fixes to QVC platforms if required.

– Working closely with other departments to a brief; – Working with third-party applications; – Producing and maintaining article content for the whitestuff.com website; – Producing and maintaining article content for the whitestuff.de website; – Maintaining landing page content for the whitestuff.com website; – Maintaining landing page content for the whitestuff.de website; – On occasion producing concept demos for presentation to senior staff; – Providing recommendations on user experience of the .com and .de websites to the wider team; – Highlighting areas of improvement on design and development of the .com and .de websites; – Ensuring that the .com and .de websites are optimal in terms of design and page loading times.

– Actively work on content publication of the FtP Hearings pages in our website to ensure its information is accurate and up to date using Episerver CMS; – Take an active role on the improvement of the FtP website processes within the team to meet the volumes of work generated due to the increase of hearings data; – Ensure that Data Protection is maintained across the publication process, such as: registrant's details, witnesses' names, patients' names or any other relevant information that can be considered a breach of personal information; – Be able to identify any risks around data management and website publication; – Assist Data Analysts with the preparation of Hearings data; – Assist with the maintenance of the team's Standard Operational Procedures (SOP) in line with policy changes and process system changes; – Produce reports in order to maintain up to date information on the FtP Hearings and Outcomes pages; – Maintain an up to date log of issues identified from quality checks; – Produce weekly reports to the Senior Data Analyst in terms of volumes of work and issues arising from the website processes; – Update items in the Fitness to Practise database (CMS) to resolve issues or update permissions; – Ensure documents received from Panel Secretaries are quality assured before publication takes place; – Work closely with FtP hearings, legal and scheduling teams to ensure that information is received within the Service Level Agreements (SLAs) for publication; – Ensure all incoming email enquiries are dealt with appropriately; – Monitor the IT ticket queue and assign and resolve tickets in line with SLAs.

– Being responsible for weekly and monthly commercial business reporting; – Sourcing, creating and uploading relevant content to the website including copy and images and ensuring it is on brand, consistent and optimised for search and user experience; – Leading the coordination of articles online, producing content promotional pages, to schedule, to support marketing / in paper & e-marketing activity; – Ensuring that content is uploaded to the website in an accurate and timely manner in line with the marketing / in paper & e-marketing activity; – Assisting with ongoing website development and testing and responsible for carrying out quality assurance checks on content; – Producing regular insight into online performance metrics such as visits, click through rate, engagement & revenue; – Managing internal/external relationships to ensure the timely delivery of key campaigns & updates; – Performing conversion optimisation tasks and providing suggestions for how key onsite journeys can be optimised.

– Maintaining departmental research activity, research funding and databases; – Retrieving literature (published papers, reports etc); – Assisting with elements of research applications, ethics and governance approvals, research articles submitted for publication and reports; – Updating information on relevant email distribution lists, websites and databases (e.g. DAHR (Department of Applied Health Research), Health Economists' Study Group, UCL research publications database); – Making sure that DAHR papers are available in open access repositories; – Acting as a channel of communication between members of DAHR, with other UCL staff and research project staff (maintaining DAHR's Twitter account); – Creating and maintaining webpages for the DAHR webpage with Silva CMS (and resurrecting the DAHR blog with WordPress CMS); – Checking webpages for broken links and spelling errors using Site Report; – Monitoring web traffic and creating reports with Google Analytics; – Monitoring budget and project milestones; – Organising travel, accommodation and registration for conferences and meetings; – Organising meetings - including internal (DAHR), external, research project meetings; – Designing the presentation components of PowerPoint lectures and presentations.

– Providing PA support to the Director of Practice, assisting with drafting of correspondence, reports, presentations and other documents, managing the director's diary and travel arrangements; – Administering the operational systems of the Practice department, including management of incoming/outgoing communications, photocopying, maintaining the filing systems (electronic & paper), stationery orders, and other general office administration; – Being the first point of contact for the department and dealing with enquiries (visitors, telephone calls, letters, e-mails, faxes, etc.) from RIBA members, RIBA staff, the public and others, by taking messages, passing on to relevant person or taking appropriate action; – Assisting at event formation and management, including programme development, e-mail shots, speaker engagement, delegate reception and ticketing; – Creating and monitoring online content with Contensis (RIBA's CMS system) such as our pages for the 'CDM regulations changes' and the 'Ten Principles For Procuring Better Outcomes' pages; – Creating, editing, proofreading and uploading copy for the weekly department bulletin articles; – Creation and maintenance of database entries with CRM software (Integra); – Building and developing relationships with internal and external stakeholders; – Maintaining and developing the department's quality assurance systems (i.e. departmental procedures and processes).

– Day-to-day administrative support (filing, photocopying, faxing, scanning and printing documents) with the team at the Postgraduate Centre; – The creation and maintenance of several databases, spreadsheets and documents for higher trainee and core trainee doctors (i.e. updating job descriptions for the medical trainee posts); – Co-ordinating events, meetings and courses for various trainee doctors; – Liaising with various doctors, consultants and administrators to resolve anomalies in our database records (i.e. maternity leave, current job post addresses, certificate checks); – Creating and monitoring online content with bespoke CMS software; – Often covering other Postgraduate Administrators in being the first point of contact via telephone for queries.

– Day-to-day PA support to the Senior Lecturer of Academic Psychiatry and administrative support her team and the diary management of the Senior Lecturer; – Working under initiative with minimal supervision and tight deadlines, – Organising and booking events, meetings, seminars, interviews and consultations amongst various individuals and the administration of such events (ordering catering, room bookings, IT equipment, hotel bookings, flight tickets etc.); – Co-ordinating the completion of relevant contracts for oversees employees starting at the Institute of Psychiatry (IOP), KCL and the facilitation of new starters; – Drafting and proof reading documents; – Using the internet as a research method to resolve queries; – Creating and maintaining content on King's Virtual Learning Environment (Moodle); – Maintaining research entries via Endnote and Refworks; – Ordering and monitoring the usage of stationery; – Creating and maintaining financial administrative systems to monitor all paid expenses and invoices; – Often covering for the Secretary of Psychological Medicine as being the first point of contact and greeting visitors to the department; – Being the first point of contact and liaising with various individuals internally and externally to the IOP (nationwide and overseas) to resolve issues via telephone and email conversations.

– Working on marketing campaigns to promote gyms; – Promotion of campaigns via face to face street promotion; – Meeting regular targets for people signed onto the marketing incentives (e.g. free gym passes); – Working with minimal to no supervision to reach targets; – Travelling across various gym locations in west London to meet with Gym Managers.