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Meet Mallcomm: Inside our product team

Join us for an insightful Q&A session featuring Claire Docherty, a key member of our product team at Mallcomm.


Join us for an insightful Q&A session featuring Claire Docherty, a key member of our product team at Mallcomm. With a keen eye for detail and a passion for efficiency, Claire has been instrumental in optimising our processes and systems. In this interview, Claire shares her experiences, support strategies, and insights on driving growth through effective program support.

What does a typical day look like for you in your role as a Program support agent?

As a Program Support Agent I focus on assisting different departments within our organisation. This predominantly involves researching and analysing data from our internal systems in order to provide valuable insights on our product, helping the business to make informed decisions. 

I also help with configuration tasks that require manual input to ensure the smooth operation of our systems for clients. By assisting with these time consuming tasks it allows the more experienced team members the ability to cover more ground as well as improving the customers’ experience.


Why is access to data and the analysis of it so important to improve business operations? 

Having now worked on several projects that entailed capturing and analysing a variety of internal and customer data, I can see how in the right hands data can be utilised to achieve success. Learning to collect the right data at the right time and then store it in a digestible way allows a business to make the maximum impact with minimal effort. Evaluating data from multiple sources allows a business to track what works and what doesn’t. By highlighting trends in this manner, a business has the ability to increase efficiency by basing decisions on factual evidence instead of conjecture. The better data a team has, the further forward they can see. 

Can you share a success story or project where data analysis played a crucial role in driving sales growth or improving efficiency?

Over the past few months I’ve been working on an interesting project researching and capturing data from our system, and consolidating it into a clear and easy to navigate format. The product team has been able to use this data to hone in on the parts of our system that are universally successful and the parts that are more bespoke, allowing for a holistic approach to identify the areas that could be improved upon. By analysing the data, in a way that highlights the areas to focus on and what to prioritise, it is enabling the team to build an exciting and efficient data-driven roadmap to deliver to our customers.

product team looking at laptop

What advice would you give to someone aspiring to pursue a career in Program support?

My advice would be to embrace a proactive attitude towards taking on new tasks and learning new processes, even if it falls outside of your job description or comfort zone. Be open to acquiring new skills and expanding your knowledge base, as the role requires versatility. One aspect of my job that I have particularly enjoyed has been learning about our system and working on configuration tasks, something that was quite new to me before this role and I wouldn’t have discovered this without being willing and interested in helping other departments.

How does Mallcomm support your professional growth and development in your role?

I’ve found Mallcomm to be a supportive company to work for, especially in professional growth and development. There are ample opportunities for face-to-face time with department heads, fostering open communication and enabling me to seek guidance and mentorship when needed.

When encountering challenges or requiring assistance with the system I’ve been offered further training on configuration tasks, equipping me with the necessary skills to address similar issues independently in the future. This commitment to ongoing learning and support not only enhances my proficiency but also contributes significantly to my overall professional development and growth within the company.


What do you enjoy most about working for Mallcomm?

For me it’s the people that make Mallcomm such a great company to work for. There’s a friendly and inclusive atmosphere that encourages creativity and innovation, regardless of your department or seniority your ideas and insights are welcomed, encouraged and appreciated. I’ve also had the opportunity to collaborate with some amazing colleagues and clients around the world. Additionally, believing in the product and its potential impact adds a sense of purpose to my work, making every day enjoyable and fulfilling.

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