Emma Brooks
Salesforce Adoption and Continuous Improvement Lead @Yorkshire Housing
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WORK HISTORY
Salesforce Adoption and Continuous Improvement Lead @Yorkshire Housing
West Yorkshire, GB
Responsible for the adoption of Salesforce during implementation and thereafter. Accountable for the continuous improvement of IT systems for the benefit of customers and employees.
EDUCATION
Sheffield Hallam University
Master's degree, Edexcel Level 7 Diploma in Strategic Leadership and Management
The University of Salford
Bachelor's degree, International Business, 2:1
SKILLS
ABOUT EMMA BROOKS
With over 15 years’ experience in the housing sector, I’m passionate about transforming services to deliver better outcomes for customers and communities.As an Adoption & Continuous Improvement Specialist at Yorkshire Housing, I lead change that sticks — embedding new ways of working, driving user adoption, and ensuring technology investments deliver real value. Leveraging PRINCE2, Agile PM and Change Management expertise, I partner with internal teams and external stakeholders to design and implement solutions that are practical, sustainable, and customer-focused.Previously, as a Senior Business Analyst, I led the Service Design workstream for the implementation of Salesforce across housing services — aligning people, process, and technology to enhance service delivery. As a Senior IT Project Manager, I delivered complex digital transformation programmes, and as Digital Customer Experience Lead, I shaped the future operating model for customer experience management.My expertise spans: • Digital transformation & service design • CRM strategy & implementation • Agile delivery & project leadership • Requirements gathering & data-driven insight • Change adoption & continuous improvementI’m driven by a simple goal: to improve the quality, accessibility, and impact of housing services for diverse communities. I thrive on collaboration, continuous learning, and turning strategy into meaningful, measurable change.
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