How long have you been here and what attracted you to work at HomeServe?
I was relocating to Birmingham from Nottingham in 2014 and I knew I wanted to stay in digital. I joined HomeServe as a Content Engineer with the primary focus of maintaining online sales content. Following the delivery of a fully responsive sales journey, I was given the opportunity to progress and I now lead the web management team. What really stood out about HomeServe was the open and friendly culture, it sounded like a breath of fresh air, along with the exciting Digital Roadmap, it was an easy decision.
What does your day-to-day entail? Which parts of your role get you out of bed in a morning?
No day is ever the same for me. Whether it’s introducing new functionality into the website, managing our risk control framework or coordinating workflow, each day throws new challenges and keeps my role interesting!
There’s a great culture at HomeServe and we’re empowered to make real change. We’ve been able to really streamline the relationship between the Web Management team and the Developer and Scrum teams. We made a decision to bring the teams together, sitting in the same office, and the improvement in how we work together has been impressive. Both teams rely on each other heavily to get new functionality and smaller changes into the websites effectively, so for me, this has been the most critical and marked transformation in the Digital team.
What is the most exciting project you’ve been involved in during your time with HomeServe?
Without a doubt the responsive migration - We redesigned and rebuilt our homeowner sales journey on responsive templates. I remember thinking, when I joined HomeServe, that the journey was a little outdated and clunky and couldn’t wait to improve it. I was heavily involved in the planning of the project, and built all the pages from scratch, using functionality that was completely new to me. I don’t really do much of the BAU content building now, but looking back at it I’m really proud of what we achieved and the obstacles we overcame to get that sparkly new journey live.
How do you get involved in other aspects of the digital team?
T-shaped skills are really important for a role in Digital at HomeServe. I’ve been given the opportunity to get involved in the things that I’m passionate about, that aren’t necessarily in my job description. It’s important that you’re an expert in your digital specialism in order to fulfil your core role, but the ability to collaborate with stakeholders from around the business and draw knowledge from these, especially working in such a diverse company with many different departments and services, is essential. Digital here is intertwined with so many other areas of the business, there’s a lot of opportunity to get involved.
Why is the work you do, important to HomeServe?
As my role is spread over a number of different key Digital facets, there are a few things that need frequent attention. Handling risk and control for the area protect our customers online, overseeing the delivery of sales content and change on the family of websites and forming an innovation strategy for our Content Management Systems are main features that form the basis of driving HomeServe forward in the digital space.