Available to hire
I am a service designer, UX researcher, and human-centered design leader with 10+ years’ experience helping housing associations, local authorities, and registered providers tackle complex challenges. I design resident-centered services that improve customer experience, strengthen operational efficiency, and support compliance with housing standards.
I lead human-centered design teams, run co-design workshops, and translate research into practical improvements across end-to-end housing and digital services. I bring AI-enabled analysis to identify gaps and generate actionable insights, and I mentor professionals through structured learning programs to build capability across organizations.
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Language
English
Fluent
Work Experience
Service Design Strategist / UX Researcher at Southern Housing; Hastings Borough Council; East Sussex Council; Alzheimer's Society
December 31, 2025 - September 30, 2025Led end-to-end service redesign of housing and digital services, with a focus on repairs transformation, complaints, anti-social behaviour, Housing Services, and HR/processes. Developed and delivered 6–8 week structured learning programs for 50+ housing professionals, combining theory with live projects. Achieved 87% participant embedding of methods within three months. Led co-design and participation with residents and staff, created training and mentoring frameworks, and produced low- and high-fidelity prototypes and AI-enabled analyses to drive service improvements. Transforming complex housing regulations into resident-centered, compliant service solutions aligned with Consumer Standards, Housing Ombudsman requirements, Decent Homes Standard, Building Safety Act, and HHSRS.
Service Designer & UX Research Lead at Southern Housing / Optivo; Hastings Borough Council; East Sussex County Council; Alzheimer's Society
January 1, 2016 - PresentLed end-to-end housing service redesign and resident-centered research across multiple organizations. Built and rolled out service-design frameworks, facilitated co-design workshops, and delivered transformation that improved customer experience, strengthened operational efficiency, and ensured compliance with Consumer Standards, Housing Ombudsman requirements, Decent Homes, Building Safety Act, and HR/People processes. Spearheaded end-to-end redesign of housing and digital services around repairs, complaints, ASB, and internal learning pathways; translated complex regulations into actionable service concepts. Led cross-functional teams including residents, leadership, developers, and HR to co-create solutions. Created mentoring frameworks and coaching for 50+ housing professionals (6–8 week structured learning programs); 87% embedded methods within three months. Implemented AI-enabled analysis to identify gaps and prioritise service concepts and produced actionable roadmaps for stra
Education
BA (Hons) Natural History and Marine Photography at APMG International
January 1, 2007 - December 31, 2010Agile Product Management Qualification - Practitioner Level at UAL
January 1, 2022 - December 31, 2022Intensive Service Design & Facilitation Certificate at Dundee & Angus University
January 1, 2022 - December 31, 2022Professional Development Award in Service Design, Level 7 at Stanford Design School
January 1, 2023 - December 31, 2024Certificate in Designing for Local Government at Stanford Design School
January 1, 2025 - September 30, 2025BA (Hons) Natural History and Marine Photography at Falmouth University
January 1, 2007 - December 31, 2010Agile Product Management Qualification - Practitioner Level at University Arts London (UAL)
January 1, 2022 - December 31, 2022Intensive Service Design & Facilitation Certificate at Dundee & Angus University
January 1, 2022 - December 31, 2022Professional Development Award in Service Design at Stanford d.school
January 1, 2023 - December 31, 2024Certificate in Designing for Local Government at Stanford d.school
January 1, 2025 - September 30, 2025Certificate in Designing for Local Government at Stanford d.school
January 11, 2030 - January 1, 2025Stanford d.school Professional Development Award in Service Design (Level 7) at Stanford d.school
January 1, 2023 - December 31, 2024Intensive Service Design & Facilitation Certificate at Dundee & Angus University
January 1, 2022 - December 31, 2022Agile Product Management Qualification - Practitioner Level at University Arts London (UAL)
January 1, 2022 - December 31, 2022BA (Hons) Natural History and Marine Photography at Falmouth University
January 1, 2007 - December 31, 2010Qualifications
Certificate in Designing for Local Government
January 1, 2025 - September 30, 2025Professional Development Award in Service Design, Level 7
January 1, 2023 - December 31, 2024Intensive Service Design & Facilitation Certificate
January 1, 2022 - December 31, 2022Agile Product Management Qualification - Practitioner Level
January 1, 2022 - December 31, 2022BA (Hons) Natural History and Marine Photography
January 1, 2007 - December 31, 2010Agile Product Management Qualification - Practitioner Level
January 1, 2022 - December 31, 2022Intensive Service Design & Facilitation Certificate
January 1, 2022 - December 31, 2022Professional Development Award in Service Design
January 1, 2023 - December 31, 2024Certificate in Designing for Local Government
January 1, 2025 - September 30, 2025Certificate in Designing for Local Government
January 11, 2030 - January 1, 2025Stanford d.school Professional Development Award in Service Design (Level 7)
January 1, 2023 - December 31, 2024Intensive Service Design & Facilitation Certificate
January 1, 2022 - December 31, 2022Agile Product Management Qualification - Practitioner Level
January 1, 2022 - December 31, 2022BA (Hons) Natural History and Marine Photography
January 1, 2007 - December 31, 2010Industry Experience
Government, Professional Services, Education, Other, Real Estate & Construction, Healthcare, Non-Profit Organization
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
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