I am an experienced Senior Content Manager who has consistently delivered improved User experiences by designing information architecture, enhancing systems and processes, and managing improvements in service-wide delivery.


My career has demonstrated my success in systems / process improvement, stakeholder engagement, and focus upon the user needs.


Adaptability and professionalism have been the hallmark of my career, and I am strongly committed to delivering creating a positive user experience through innovative design, development of team capability, process enhancements, and content quality control.


  • Incisive Communicator: Has outstanding listening, questioning, facilitation and presenting skills and excellent experience working between Users and IT specialists
  • Technical Writer / Editor: Brings extensive experience as a writer / editor of business information, designer of web materials, and Manager of outputs to ensure they effectively inform, persuade, and advise. Particular strengths in:
    • Content Architecture
    • Consistent Styles and Standards
    • Governance (Editor)
    • Graphic Design
    • Digital Media
  • Stakeholder Engagement: Proven success fostering engagement with Users, IT Professionals and Managers as an Business Process Analyst, Writer, Facilitator and Senior Advisor
  • Analyst: Offers extensive experience of researching a wide variety of business processes and procedures, drafting and editing communications, managing tight deadlines, and delivering consistency and quality
  • Mentor & Facilitator: A patient and people-focused coach, mentor and facilitator who can pitch training, presentations and materials to audience need using accessible language
  • Project Contributor: Offers strong experience supporting users and IT specialists at all stages of a new systems development from concept, design and specification to testing, documentation and staff training
  • Team Worker: Identifies strategic risk and opportunities, shares a positive vision, fosters involvement, and develops team capability as a mentor and coach
  • IT Application User: Confident user of MS Windows, Office Suite of Applications, MS Project, Visio and a range of Content Publishing and graphic / web design tools:
    • Microsoft Content Management Server (MCMS)
    • SharePoint 2010
    • SupportPoint Cloud
    • Knosys
    • Author IT
    • Net It Central
    • Adobe Design Tools (Dreamweaver, PhotoShop, Illustrator and InDesign)



  • Provided service delivery leadership through technical writing and content quality leadership as Business Information Advisor for Business Improvement within ANZ New Zealand. Notable projects and contributions include:
    • Devised procedure tracking systems, provided advice and supported updating process documentation for Deposits Remediation Project (2016)
    • Developed a Dashboard Tool to support implementation of ‘Finance Charging Model’ as a core component of the BI Time Tracking2016)
    • Contributed to NZ Simplification Project (amalgamating ANZ and National Bank systems) by ensuring Business Information was ready for ‘Go Live’ (2013)
    • Developed “10 things you need to know about Business Information” and a Change Pack distributed to 60 Change Champions business wide (2013)
    • Led a programme enabling Business Units to access shared ‘Business Information’ content by developing Migration Plan, creating content architecture, identifying processes/procedures and devising homepage content (2012)
    • Oversaw development of Business Information Design Architecture related to migration of content to Business Information (2009/2010)
    • Supported CTSC migration to Business Information by training staff and supporting content development (2010)
    • Developed the concept artwork for CTSC ‘Way Forward’ promotion and updated content of CTSC Max pages (ANZ Intranet) for transition to ANZNB Bridging Intranet site
  • Gained excellent professional development in Information Architecture, Information Mapping, Process Documentation and Technical Writing across my ANZ career (see details below)
  • Gained Diploma of Website Design from Natcoll Design Technology (Yoobee Design School)



  • A facilitator with naturally strong people skills
  • Brings creative vision and strategic view with unique perspective
  • A leader who creates a positive atmosphere and draws the team together
  • Manages significant projects from start to finish
  • Adopts an adaptable and flexible style to meeting new challenges
  • Is known for motivating, mentoring and inspiring others
  • A people-focused associate or manager with a personable and professional style


ANZ New Zealand, Wellington  Jun. 1996 – present

  • Business Improvement, Enterprise Services Delivery – Business Information Advisor (Feb. 2006 – present)
    • Designing, developing and delivering content architecture, solutions, governance and supporting materials in the online ‘Process and Procedure Repository’ for in-house ‘Business Information’
    • Managing delivery of consistency of ‘Business Information’ by defining ‘Styles and Standards’ for content
    • Providing support to offshore Analysts of Business Information content to ensure consistent quality
    • Advising in-house staff on availability of effective technical solutions for managing their Business Information as the central point of contact for the NZ Repository
    • Reviewing and refining Business Information content to support the delivery of a great customer experience business-wide
    • Enhancing customer experience through technical leadership in the consolidation, delivery and migration of applications and processes business-wide
    • Leading continuous improvement of business information through the identification, documentation, testing and release of technical improvements
  • ANZ Support Services, Customer & Transaction Services Centre (CTSC) – Systems Support Analyst (Aug. 2004 – Feb. 2006)
    • Analysing business needs to understand and document specifications for business issues, functions and processes
    • Designing, building and implementing business solutions
    • Managing the completion of all planning, investigation and implementation of nominated projects
    • Developing project documentation using ANZ National Bank methodology and Process review methodology
    • Building and maintaining internal and external relationships to deliver project objectives
  • TPC New Zealand, Statements & Traces – Team Member (Oct. 2003 – Aug. 2004)
  • TPC New Zealand, Deceased Estates – Team Member (Jul. – Oct. 2003)
  • Payments New Zealand, Operations & Strategy – Secondment (Feb. 2003 – Jul. 2003) (part time while studying)
  • TPC New Zealand, Customer Enquiries – Team Member (Dec.1999 – Feb. 2003)
  • TPC New Zealand, Operations Support Centre – Team Member (Oct.  – Dec. 2003)
  • TPC New Zealand, Dishonours – Team Member (Aug. 1996 – Oct. 2003)
  • TPC New Zealand, ANZ Records Management – Team Member (Jun. – Aug. 1996)

qualifications and training

Diploma of Website Design – Natcoll Design Technology, Yoobee Design School (2004)

NZQA Equivalent to Level 5 Diploma



  • Personal Efficiency Program – PEP Worldwide (2015)
  • Adobe Illustrator (Introduction) – Yoobee Design School (2013)
  • Adobe InDesign (Introduction) – Yoobee Design School (2012)
  • Information Mapping (Foundation) – TACTICS Limited (2012)
  • Developing Structured Information for online and paper
  • Documenting Process & Procedure – TACTICS Limited (2008)
  • Information Architecture: Theory and Practice – Donna Spencer (2008)
  • Writing Dynamic Web Pages in JavaScript – Victoria University of Wellington (2007)
  • Writing Effective Procedures – Steve Moss (2006)
  • A Framework for Project Management – PPM Training Limited (2005)