Chloe Smith

Chloe Smith – Data Protection and Information Governance Apprentice

Chloe undertook the data protection and information governance practitioner apprenticeship at National Express. Find out more about Chloe’s experiences in this case study.

Why did you decide to do an apprenticeship?

I hadn’t been involved in any data protection areas and was looking to expand my career in this field. I felt that an apprenticeship was the best opportunity to develop the skills and knowledge to do the job, while allowing me to put that learning into practice straight away.

I wanted to challenge myself by doing something different to previous learning that I’d had before joining National Express and I was keen to work and collaborate with other learners inside and outside National Express. 

What have you gained from the apprenticeship?

I’ve gained so much knowledge and experience, while being able to engage and collaborate more with my colleagues as a result of what I’ve learned. As a result of the apprenticeship I’ve developed as a person, alongside all the new information that I have gained. My confidence in my own skills and knowledge has grown massively – something which was really evident in the profiler review that took place every six weeks.

What impact do you think you’ve had on your organisation?

I’ve been able to own, develop and deliver data privacy processes, helping our customers exercise their rights on the law. I’ve engaged with colleagues and customers to help them understand our privacy operations and how data is obtained, shared, secured and managed.

I have found it very rewarding being able to help my team by taking over cases such as rights requests, developing the right to be forgotten process, and delivering this across our network. I’ve supported my head of services on data protection impact assessments, risk assessments, and carried out research in not only data privacy but also the privacy electronic communications regulations, and data transfers outside the UK and EU/EEA. I’ve trained colleagues in our contact centre, which has all been received very positively because of the apprenticeship and support from my manager, our learning and development team, and Damar.

The support, coaching and development form my head of service and manager has really helped me shape my approach from theory to practice and this has helped me grow as a person – being confident in my approach and able to grow as a person by understanding the modules and applying my learning to cases. Paula Tighe has been an inspiring leader and Anthony Ryland, a great support.

How has your experience been with Damar Training?

The Damar coaches were on hand when required and they were an asset. Without my coach I do not believe I would have achieved as much as I have. Chrissie was informative and going through the apprenticeship for the first time was a journey for us both, being in the first cohort. Ideas, suggestions, and having access to my learning and developmental platform was very useful in completing the modules of the course.

What would be your advice for someone considering a similar apprenticeship?

My advice is to take it all under your wing – the good and the bad. Take in all the experiences that come your way as it will all be over far quicker than you expect, and you will want to have the support of your manager, senior leader and coach in Damar. Never be afraid to ask for help and ensure your employer works closely with Damar, as mine did. It was one of the reasons I succeeded.

What are your future career plans?

I want to develop and hone my skills and understanding in data protection, working towards a role as deputy data protection officer and, one day, being the main data protection officer for National Express.