Developed the online UX vision and strategy, managed the research and design team, and was awarded the prestigious ‘Appster Design Award’ for the company’s iOS and Windows 8 business apps which I designed

Shaped, led and delivered the UX strategy across product portfolios. Led the research and design of M&S Food Delivery trial that laid the foundation for the £750 million partnership with Ocado. Reduced total food waste in stores, increased customer satisfaction with the Scan-Pay-GO shopping and self-service app checkout experience resulting in significant cost reduction in store operations, increased online customer order conversion and mobile shopping app revenue.

Informed the direction of the strategic initiative to reimagine the office experience for the modern worker. Conducted primary and secondary customer research and triangulating this with foresight and market data to provide a deep understanding of future customers (tenants), their needs, motivations, values, and office space rental drivers. Envisioned, designed, and delivered a new digital experience for both prospective clients and existing members. Built and scaled the Experience Research and Design team within the company, elevated its UX maturity, and generated immediate ROI.

Defined and designed digital products and features for the O2 Telefónica ecommerce platform, along with the company’s Agent-360, a CRM Salesforce application. Additionally, I developed a multi-brand Figma design system and a white-label UI platform to provide a cohesive and high-quality UX, significantly reducing concept-to-production development efforts.

Envisioned and designed an industry-first, data-heavy, digital proxy voting platform that empowers global retail investors to vote on ESG issues for the equities they own. I designed a seamless and intuitive user experience, along with a user interface that is localised and optimized for BlackRock’s global customer base.

Developed and implemented a brand-focused, data-led product design strategy and vision, optimizing usability, conversion rates, and customer satisfaction scores across a variety of digital and physical touchpoints. Led a team of researchers and designers, remaining hands-on in the management and execution of product design initiatives.

Led the customer experience for the re-platform of CFA Institute e-learning platform, including the creation of a Digital Design Language that delivered consistency for a coherent brand experience and operational efficiencies. Elevated the educational journey for students and professionals seeking chartered accreditation in financial investment mastery.