Work Experience
Oct 2024 – Present
Senior product manager CX
Lloyds Banking Group
Drove CX transformation in retail banking by turning fragmented data into actionable insights that improved journeys, reduced complaints, and moved the bank toward gold-standard experiences. Led a high-performing product design team, aligned work to OKRs, and integrated behavioural economics with data to guide user-centred decisions. Partnered with product, digital, and marketing teams to prioritise work, shape roadmaps, and deliver scalable, multi-channel design solutions with clear customer and business impact.
Oct 2024 – Present
Senior product manager CX
Lloyds Banking Group
Drove CX transformation in retail banking by turning fragmented data into actionable insights that improved journeys, reduced complaints, and moved the bank toward gold-standard experiences. Led a high-performing product design team, aligned work to OKRs, and integrated behavioural economics with data to guide user-centred decisions. Partnered with product, digital, and marketing teams to prioritise work, shape roadmaps, and deliver scalable, multi-channel design solutions with clear customer and business impact.
Oct 2024 – Present
Senior product manager CX
Lloyds Banking Group
Drove CX transformation in retail banking by turning fragmented data into actionable insights that improved journeys, reduced complaints, and moved the bank toward gold-standard experiences. Led a high-performing product design team, aligned work to OKRs, and integrated behavioural economics with data to guide user-centred decisions. Partnered with product, digital, and marketing teams to prioritise work, shape roadmaps, and deliver scalable, multi-channel design solutions with clear customer and business impact.
Aug 2024 - Sep 2024
Senior UX Designer | Sustainable Aviation | Human-Centred Design (Contract)
Jeppesen, a Boeing Company
Excited to design meaningful solutions that help aviation reach net-zero, I combine rigorous user insight with creative problem-solving to drive measurable impact. I apply human-centred design to global challenges, most recently supporting sustainability projects that track and reduce aviation emissions. I’ve partnered with cross-functional teams and real users to design and test intuitive solutions for contrail and NOx emissions, ensuring insights shape product roadmaps and outcomes. I lead user research, moderated usability testing, and service blueprinting to align design with business and environmental goals, drive CX and UX innovation that improves adoption, satisfaction, and efficiency, and mentor global design teams across the UK, US, and India to foster collaboration, consistency, and evidence-based design.
Aug 2024 - Sep 2024
Senior UX Designer | Sustainable Aviation | Human-Centred Design (Contract)
Jeppesen, a Boeing Company
Excited to design meaningful solutions that help aviation reach net-zero, I combine rigorous user insight with creative problem-solving to drive measurable impact. I apply human-centred design to global challenges, most recently supporting sustainability projects that track and reduce aviation emissions. I’ve partnered with cross-functional teams and real users to design and test intuitive solutions for contrail and NOx emissions, ensuring insights shape product roadmaps and outcomes. I lead user research, moderated usability testing, and service blueprinting to align design with business and environmental goals, drive CX and UX innovation that improves adoption, satisfaction, and efficiency, and mentor global design teams across the UK, US, and India to foster collaboration, consistency, and evidence-based design.
Aug 2024 - Sep 2024
Senior UX Designer | Sustainable Aviation | Human-Centred Design (Contract)
Jeppesen, a Boeing Company
Excited to design meaningful solutions that help aviation reach net-zero, I combine rigorous user insight with creative problem-solving to drive measurable impact. I apply human-centred design to global challenges, most recently supporting sustainability projects that track and reduce aviation emissions. I’ve partnered with cross-functional teams and real users to design and test intuitive solutions for contrail and NOx emissions, ensuring insights shape product roadmaps and outcomes. I lead user research, moderated usability testing, and service blueprinting to align design with business and environmental goals, drive CX and UX innovation that improves adoption, satisfaction, and efficiency, and mentor global design teams across the UK, US, and India to foster collaboration, consistency, and evidence-based design.
Dec 2021 - Dec 2023
User Experience Manager
SHL
Led digital transformation across SHL’s SaaS talent platforms, improving global competitiveness for clients like PwC, HSBC, and Walmart through intuitive, accessible experiences. Scaled and mentored global UX teams, introduced Design Systems and WCAG 2.2 AA standards, and reduced time-to-market. Shaped product roadmaps with Product Directors, prioritising high-value initiatives and aligning design with business goals. Embedded lean, data-driven practices and strengthened collaboration across IT, Marketing, and Engineering while running design sprints and ideation sessions to drive innovation.
Dec 2021 - Dec 2023
User Experience Manager
SHL
Led digital transformation across SHL’s SaaS talent platforms, improving global competitiveness for clients like PwC, HSBC, and Walmart through intuitive, accessible experiences. Scaled and mentored global UX teams, introduced Design Systems and WCAG 2.2 AA standards, and reduced time-to-market. Shaped product roadmaps with Product Directors, prioritising high-value initiatives and aligning design with business goals. Embedded lean, data-driven practices and strengthened collaboration across IT, Marketing, and Engineering while running design sprints and ideation sessions to drive innovation.
Dec 2021 - Dec 2023
User Experience Manager
SHL
Led digital transformation across SHL’s SaaS talent platforms, improving global competitiveness for clients like PwC, HSBC, and Walmart through intuitive, accessible experiences. Scaled and mentored global UX teams, introduced Design Systems and WCAG 2.2 AA standards, and reduced time-to-market. Shaped product roadmaps with Product Directors, prioritising high-value initiatives and aligning design with business goals. Embedded lean, data-driven practices and strengthened collaboration across IT, Marketing, and Engineering while running design sprints and ideation sessions to drive innovation.
Feb 2020 - Dec 2021
Head of User Experience
Clubspark
Transformed customer experience for global sports providers including LTA, Tennis Australia, USTA, and ITF by shaping UX/CX strategy across B2B and B2C products, improving satisfaction and reducing task times. Built and mentored a high-performing UX team, embedding user-centred and agile practices. Established usability testing programmes to inform roadmaps and deliver measurable improvements across coaching and player journeys. Led end-to-end design work at a senior level, creating service maps, journeys, and prototypes that aligned with business KPIs and balanced player, technical, and commercial needs. Established moderated testing and design sprints to guide product direction and feature prioritisation
Feb 2020 - Dec 2021
Head of User Experience
Clubspark
Transformed customer experience for global sports providers including LTA, Tennis Australia, USTA, and ITF by shaping UX/CX strategy across B2B and B2C products, improving satisfaction and reducing task times. Built and mentored a high-performing UX team, embedding user-centred and agile practices. Established usability testing programmes to inform roadmaps and deliver measurable improvements across coaching and player journeys. Led end-to-end design work at a senior level, creating service maps, journeys, and prototypes that aligned with business KPIs and balanced player, technical, and commercial needs. Established moderated testing and design sprints to guide product direction and feature prioritisation
Feb 2020 - Dec 2021
Head of User Experience
Clubspark
Transformed customer experience for global sports providers including LTA, Tennis Australia, USTA, and ITF by shaping UX/CX strategy across B2B and B2C products, improving satisfaction and reducing task times. Built and mentored a high-performing UX team, embedding user-centred and agile practices. Established usability testing programmes to inform roadmaps and deliver measurable improvements across coaching and player journeys. Led end-to-end design work at a senior level, creating service maps, journeys, and prototypes that aligned with business KPIs and balanced player, technical, and commercial needs. Established moderated testing and design sprints to guide product direction and feature prioritisation
Feb 2019 - Feb 2020
Lead User Experience Designer
Eurostar
Redesigned Eurostar’s homepage and booking journey, driving a 4% revenue lift through personalisation and A/B testing. Led UX strategy as Lead UX Architect across multiple markets, running design sprints, research, and prototyping to accelerate feature delivery. Drove customer segmentation and personalisation, shaped new homepage and booking flows, and supported the CMS migration from Drupal to Sanity while working in a fast-paced, multi-disciplinary Agile environment.
Feb 2019 - Feb 2020
Lead User Experience Designer
Eurostar
Redesigned Eurostar’s homepage and booking journey, driving a 4% revenue lift through personalisation and A/B testing. Led UX strategy as Lead UX Architect across multiple markets, running design sprints, research, and prototyping to accelerate feature delivery. Drove customer segmentation and personalisation, shaped new homepage and booking flows, and supported the CMS migration from Drupal to Sanity while working in a fast-paced, multi-disciplinary Agile environment.
Feb 2019 - Feb 2020
Lead User Experience Designer
Eurostar
Redesigned Eurostar’s homepage and booking journey, driving a 4% revenue lift through personalisation and A/B testing. Led UX strategy as Lead UX Architect across multiple markets, running design sprints, research, and prototyping to accelerate feature delivery. Drove customer segmentation and personalisation, shaped new homepage and booking flows, and supported the CMS migration from Drupal to Sanity while working in a fast-paced, multi-disciplinary Agile environment.
May 2018 - Jan 2019
Lead User Experience Designer
Slimming World
Led UX strategy for Slimming World’s US expansion, launching an AI e-learning chatbot to boost engagement. Defined user needs, shaped personas and journeys, built prototypes, and aligned cross-functional teams. Ran usability testing and delivered clear IA, content, and JIRA stories to support a scalable, user-centred product.
May 2018 - Jan 2019
Lead User Experience Designer
Slimming World
Led UX strategy for Slimming World’s US expansion, launching an AI e-learning chatbot to boost engagement. Defined user needs, shaped personas and journeys, built prototypes, and aligned cross-functional teams. Ran usability testing and delivered clear IA, content, and JIRA stories to support a scalable, user-centred product.
May 2018 - Jan 2019
Lead User Experience Designer
Slimming World
Led UX strategy for Slimming World’s US expansion, launching an AI e-learning chatbot to boost engagement. Defined user needs, shaped personas and journeys, built prototypes, and aligned cross-functional teams. Ran usability testing and delivered clear IA, content, and JIRA stories to support a scalable, user-centred product.
Dec 2017 - May 2018
Senior User Experience Designer (Contract)
BP/ SAPIENT
Led UX and IA for BP’s internal integration tool, improving efficiency across refineries in Europe, North America, and Australia by reducing duplication and simplifying complex workflows. Defined user requirements, created personas, mapped journeys, and built wireframes and prototypes. Worked with regional BAs, ran usability testing, shaped the style guide with the UI designer, and supported front-end teams to deliver a scalable, user-friendly solution.
Dec 2017 - May 2018
Senior User Experience Designer (Contract)
BP/ SAPIENT
Led UX and IA for BP’s internal integration tool, improving efficiency across refineries in Europe, North America, and Australia by reducing duplication and simplifying complex workflows. Defined user requirements, created personas, mapped journeys, and built wireframes and prototypes. Worked with regional BAs, ran usability testing, shaped the style guide with the UI designer, and supported front-end teams to deliver a scalable, user-friendly solution.
Dec 2017 - May 2018
Senior User Experience Designer (Contract)
BP/ SAPIENT
Led UX and IA for BP’s internal integration tool, improving efficiency across refineries in Europe, North America, and Australia by reducing duplication and simplifying complex workflows. Defined user requirements, created personas, mapped journeys, and built wireframes and prototypes. Worked with regional BAs, ran usability testing, shaped the style guide with the UI designer, and supported front-end teams to deliver a scalable, user-friendly solution.
Dec 2017 - May 2018
Senior User Experience Designer (Contract)
Tesco
Worked as a UX contractor in Tesco’s Trade and Propositions squad, improving event journeys across Direct, Grocery, and Tesco.com through usability testing, A/B tests, and responsive template updates. Delivered end-to-end designs for key campaigns and restructured top navigation to integrate F&F categories.
Dec 2017 - May 2018
Senior User Experience Designer (Contract)
Tesco
Worked as a UX contractor in Tesco’s Trade and Propositions squad, improving event journeys across Direct, Grocery, and Tesco.com through usability testing, A/B tests, and responsive template updates. Delivered end-to-end designs for key campaigns and restructured top navigation to integrate F&F categories.
Dec 2017 - May 2018
Senior User Experience Designer (Contract)
Tesco
Worked as a UX contractor in Tesco’s Trade and Propositions squad, improving event journeys across Direct, Grocery, and Tesco.com through usability testing, A/B tests, and responsive template updates. Delivered end-to-end designs for key campaigns and restructured top navigation to integrate F&F categories.
Feb 2011 - Oct 2016
Senior User Experience Designer (Contract)
02 (Telefónica UK)
Delivered customer-centric improvements for Tesco and O2, enhancing digital journeys across web, app, and internal systems and improving metrics such as call handling time, sales, and customer satisfaction. Worked across O2’s consumer and business products from 2002 to 2016, shaping UX and IA for key initiatives including online shops, tariffs, help and support, My O2, and agent-facing tools. Produced IA, journeys, wireframes, and prototypes, ensured consistency across channels, and ran iterative usability testing within a strict Agile environment.
Feb 2011 - Oct 2016
Senior User Experience Designer (Contract)
02 (Telefónica UK)
Delivered customer-centric improvements for Tesco and O2, enhancing digital journeys across web, app, and internal systems and improving metrics such as call handling time, sales, and customer satisfaction. Worked across O2’s consumer and business products from 2002 to 2016, shaping UX and IA for key initiatives including online shops, tariffs, help and support, My O2, and agent-facing tools. Produced IA, journeys, wireframes, and prototypes, ensured consistency across channels, and ran iterative usability testing within a strict Agile environment.
Feb 2011 - Oct 2016
Senior User Experience Designer (Contract)
02 (Telefónica UK)
Delivered customer-centric improvements for Tesco and O2, enhancing digital journeys across web, app, and internal systems and improving metrics such as call handling time, sales, and customer satisfaction. Worked across O2’s consumer and business products from 2002 to 2016, shaping UX and IA for key initiatives including online shops, tariffs, help and support, My O2, and agent-facing tools. Produced IA, journeys, wireframes, and prototypes, ensured consistency across channels, and ran iterative usability testing within a strict Agile environment.
Oct 2000 - Mar 2008
Financial Services Consulting Manager (UK & Ireland)
Accenture
Founding member who scaled Interactive Design Group, pioneering UCD for financial services clients including Barclays, Lloyds TSB, O2 and Sainsbury’s (Telecoms and Retail) • Defined UX strategy for digital onboarding, retail banking journeys and fraud-migration platforms • Extensive experience in stakeholder management, strategy and execution at scale • Partnered with C-suite leaders to align UX and service innovation with business and regulatory goals
Oct 2000 - Mar 2008
Financial Services Consulting Manager (UK & Ireland)
Accenture
Founding member who scaled Interactive Design Group, pioneering UCD for financial services clients including Barclays, Lloyds TSB, O2 and Sainsbury’s (Telecoms and Retail) • Defined UX strategy for digital onboarding, retail banking journeys and fraud-migration platforms • Extensive experience in stakeholder management, strategy and execution at scale • Partnered with C-suite leaders to align UX and service innovation with business and regulatory goals
Oct 2000 - Mar 2008
Financial Services Consulting Manager (UK & Ireland)
Accenture
Founding member who scaled Interactive Design Group, pioneering UCD for financial services clients including Barclays, Lloyds TSB, O2 and Sainsbury’s (Telecoms and Retail) • Defined UX strategy for digital onboarding, retail banking journeys and fraud-migration platforms • Extensive experience in stakeholder management, strategy and execution at scale • Partnered with C-suite leaders to align UX and service innovation with business and regulatory goals
Sep 1998 - Sep 2000
Assistant Marketing Manager
Abbey National
Supported launch of Abbey's pioneering e-banking platform, contributing to customer acquisition and digital adoption strategies • Helped develop and implement bank’s ‘Switcher Service’ to drive customer growth, leading to measurable improvements in account openings • Completed Abbey National’s graduate scheme with rotations across Product and Brand Marketing teams
Sep 1998 - Sep 2000
Assistant Marketing Manager
Abbey National
Supported launch of Abbey's pioneering e-banking platform, contributing to customer acquisition and digital adoption strategies • Helped develop and implement bank’s ‘Switcher Service’ to drive customer growth, leading to measurable improvements in account openings • Completed Abbey National’s graduate scheme with rotations across Product and Brand Marketing teams
Sep 1998 - Sep 2000
Assistant Marketing Manager
Abbey National
Supported launch of Abbey's pioneering e-banking platform, contributing to customer acquisition and digital adoption strategies • Helped develop and implement bank’s ‘Switcher Service’ to drive customer growth, leading to measurable improvements in account openings • Completed Abbey National’s graduate scheme with rotations across Product and Brand Marketing teams