BP plc - Experience Design & Change, Principal at BP PLC

Head of Design & Change Management - B2C Mobility & Convenience Portfolios // 01.2023 - 10.2025 Product Design, Portfolio Transformation, CX Governance & AI Enablement for £100M+ digital M&C portfolios (B2C, Global B2B Fleet and BP Pulse). Accountable for design, change and accessibility across BP's top B2C and B2B products. Partnered with business, product and tech leadership across Europe, US and AsPac to embed design expertise and accelerate delivery. As HCD Lead for BP's AI Accelerator, led AI Product Integration and co-developed agentic solutions to reduce cognitive workload, establishing content modelling and prompt governance for safe AI. Key achievements: - Established unified operating model with single-point accountability for 20+ products. Cut CAPEX by $10M+ by transitioning from vendor-led team to an enduring FTE design capability. - Drove 50% improvement in DesignOps efficiency and 20% faster delivery via reusable processes and design system adoption (8,000+ components). Orchestrated design for both build and buy (SAP, AWS) integrations, ensuring seamless user experience across complex ecosystems. - Directed EAA compliance for 15+ products, introducing WCAG AA KPIs and content strategy. - Founded M&C Insight Hub (integrating 2,500+ hours of user research) to de-risk decisions and align customer insight with business performance. Digital Design Lead - Digital Production & Business Services Entity // 01.2021 - 01.2023 Built and led a 40+ designer team across 25+ concurrent products in Digital Production and Business Services (HR, Legal, Tax & Treasury, Procurement and Compliance). Expanded delivery capacity via strategic consultancy partnerships and introduced maturity models and playbooks that advanced the adoption of design practices, raising UX quality in highly regulated sectors. Recruited and line-managed 10+ FTE design team with 50%+ promoted to lead their own teams across the portfolio. Design Lead - Global Fleet & B2B Portfolios // 10.2020 - 01.2021 Spearheaded 0-to-1 launch of the Global Fleet App, the cornerstone of the digital strategy to grow revenue and reduce cost-to-serve. Directed the user experience for the global payments platform and API marketplace, supporting the scaling of transaction processing to 150M+ annually. Embedded design and customer-centric rituals into the transition to a product-led operating model. Growing design from 4 to 15+ designers and ensuring user needs shaped scalable platform delivery.

Principal, Experience Design & Strategy at Slalom Consulting

Strategic design advisor to global enterprises across pharmaceuticals (GSK), luxury retail (LVMH), and energy (BP). Spearheaded digital transformation programmes, embedding design thinking to drive commercial growth and operational change. Scaled the Financial Services design practice as the lead partner for HSBC and WTW. Regional HCD leader for Salesforce and AWS delivery partnerships.

Service Design Lead at Kainos

Leading service design for high-stakes, regulated public sector and GDS-compliant environments. Translated complex policy into compliant, intuitive digital services, managing delivery from discovery to live public launch. Key projects include DEFRA Discovery and Alpha phases for EU Exit programme, DfT/DVSA products, MVPs, APIs and integrated B2C/B2B customer journeys.

CX Lead (Contract) at Wunderman Thompson Commerce, WPP

Led end-to-end eCommerce and omnichannel CX for premium retail and automotive brands (Audi UK, Selfridges, Sainsbury's). Directly influenced £25M+ in revenue generation and account retention by elevating CX maturity, optimising customer conversion funnels, and leveraging customer insights to inform digital roadmap and experience strategy for key accounts.

Head of UX (Contract) at Instinct Design Studios

Head of UX, leading design team to delivering IT transformation for Old Mutual, South Africa.

Experience Design Director (Contract) at Thought Machine

Defined the user experience for a venture-backed fintech startup (series A-B, 25-100 employees) Integrating customer insights and users experiences practices to machine learning, big data proposition enabling reinvention of personal finance for NatWest, Anacap, Killik and Santander. Operated at the intersection of startup innovation and enterprise implementation. Directed design and DesignOps across Thought Machine's ML and big data ecosystem, from consumers products to cloud-based, core banking platforms.