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CV

I improve online performance for businesses I work with, contributing to our strategic direction and digital transformation. Creating and leading teams, leaving them in stronger positions than before I started, with a user-centred focus across the organisation.

 

I’ve worked in house at big hitters such as Argos, Marks & Spencer, LexisNexis, BTFG and I have international in-country experience across Asia, Australia, USA & Europe. I have consultancy/ agency experience from SapientNitro, Avande and startups/growth companies.


I bring a wealth of product experience and excel at forging strong relationships across the business. By understanding their agendas and bringing the customer into the room, I specialise in robust roadmaps that deliver award winning digital products and services. I juggle beyond research and wireframing - I build and foster multi-functional, strong teams; advocate Agile delivery & flex to fit within your current structure.


I bring exceptional cat herding skills plus:

  • UX governance for digital transformation

  • User experience and design thinking for business growth and innovation 

  • Department management, mentorship and growth frameworks for individuals and teams

  • Effective Design libraries, UX operations and delivery processes

  • Research, monitoring, data analysis, insights and actionable solutions

  • Agile processes, implementation and evolution

  • UX, UCD and UXR centre of excellence advisory

  • Communication, presentation, story mapping, conference speaking

  • Organisational partnerships for effective strategic planning and OKR outcomes

  • Integration of AI across UX - from improving processes to design integration.

  • SaaS, B2B, B2C, Mobile, Service Design

Current

April 2022 - pres, SeedLegals  Legaltech / Startup

Head of Product & Experience Design

Leading a team of Product Managers,  Product/UX & Visual Designers across the SaaS products, its connected services and commercial website in LegalTech.  Fast, furious, fun and a little bit dysfunctional.

  • Multiple Product launches building to 15% increase revenue YOY 

  • New market launches - currently tracking for product market fit in he USA

  • AI integration to achieve efficiencies - reducing support and integrating into the products

  • Using UX techniques to help collaborations and process improvements across the business.

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Pro-Bono:

  • Oct 2020 – pres.  Wimbledon Windmill Museum, London – Trustee /  Digital Promotion

  • Jan 2017 – pres.  Conduct Change, Harrogate – Digital Adviser & dogsbody

  • Jan 2019 – 2023.  Verdier & Co Corporate Advisory – Digital Adviser & wordpress dogsbody

  • Oct 2020 – May 2021 Rory Dobner, London – SEO, Digital

  • Aug 2021 BlueSky DMC, Portugal – new site

  • Jul 2018 Carol Alayne – new site

Previous

Oct 2020 - May 2022 Freelance 

V-ExD Ltd.  

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A mixture of paid and pro bono work supporting start-ups and small businesses build their online base and fine tuning their SEO.  Contracts vary from an ESG SaaS start-up, a mental health app for Stanford Medical through to doing pro bono work for my local Wimbledon Museum.

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May 2021 - April 2022  Modern Human, London Consulting

Director of Service Design  

Award-winning, multidisciplinary design practice and innovations consultancy. 

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Product Strategy, Service Design and UX Consultancy. (Maternity cover).  Owning the Service Design Team and related projects.  Client management, Project management, Pitching and tap dancing as required.  Project examples include:

  • Web Vision & Strategy – does the web still have a place? – for a major grocery chain

  • Differentiators for a Learning Management System (Edutech) to remain the leader in a disrupted marketplace

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Oct 2017 – Jul 2020 M&S, London  Retail

Head of Experience Design  

Design and experience for digital retail across web, mobile apps and store devices. Shout out projects included the creation and design of the Instore App for food shopping, the redesign of the Loyalty scheme (SPARKS); a full omnichannel vision for the furniture department including AR configurator and the redesign of the Christmas Food to Order within challenging technical parameters.

  • Initial redesign for Furniture showed 16% increase in conversion (equivalent of ca. £2.5m-£3m of incremental sales pa at 19/20 run rate)

  • In the first 8 weeks SPARKS enhancements increased conversion, 1m downloads, 6m uniques   & 8% increase to NPS

  • CFTO updates in 2020 tracked weekly showing between 300% - 450% increases vs 2019

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Aug 2015 – Oct 2017 Argos, London Retail

Head of UX

Creative strategy, guidelines and strong design capabilities to deliver high quality design and usability execution across web, mobile apps and store devices.  Multivariate testing to ensure updates were optimised.

Definitive, trackable increase in sales with each new feature, which led to Increased revenues and footfall - hitting not only the stretch target of £250m but also shifting to 66% online business (from 33%) via:

  • Redesign of entire selling journey HP, DLP, PLP, PDP & Checkout plus Taxonomy & hierarchy to get customers to products faster 

  • Finance integration across selling journey

  • Home page improvements that increased scroll, dwell time & conversions

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Jan 2013 – Jul 2015 BT Financial Group / Sydney  Wealth Banking

Head of UX 

Delivery of the entire future user experience for BT investors and financial advisers across all BT's Wealth products. A challenging business transformation project, re-platforming, redesigning and rebranding multiple mainly paper or software-based products into one cohesive omnichannel experience. 

  • Reduced time to market as the business sponsor tasked with initiating and championing Agile

  • Introduced Design Led thinking into a large, traditional waterfall organisation

  • Modular design pattern systems to enable faster deployment and consistency of experience.

  • Currently the clear market leader - scored 90% vs closest competitor at 79%

           

 

Oct 2011 – Dec 2012  SEEK / Melbourne  Online Recruitment

Head of UX

Leadership of a team of IA, GD & Copy to actively shift the current experience to meet the brand personality and new strategic initiatives across all platforms

           

Jan 2011 – Oct 2011 AVANADE /  London  Consulting 

Group Manager – Experience Design (UK)

Leadership of UK UX team to deliver innovative experiences for Microsoft solutions and technologies.

           

Dec 2007 – 2010  SAPIENTNITRO  /  London  Agency/Consulting

Director Creative Operations  / CD

Delivery of strategic  innovative digital experiences, leading multi-discipline teams

           

2006 – 2007 FLOW INTERACTIVE / London  Consulting

Director User Experience

Strategic development of Flow for organic growth

 

2006   KEYNOTE SYSTEMS INC.  /  New York  Consulting

Director Customer Experience Management 

Defining evaluation programmes to fine tune ecommerce initiatives based on customer insight and market research

           

2003 – 2006 LEXISNEXIS  /  USA  Legal Publishing

Senior Director - Product Interface Design & Testing

Departmental UX head of customer facing consumer products -  comprising human factors engineers (IAs), visual design, copy, research, frotnend dev.  split across UK and USA.

           

2002 – 2003  GLOBAL SOURCES  /  Hong Kong&Manila  Trade Publishing

UX Manager – Global Sources Online (GSOL)

Online capabilities for one of the world’s most successful B2B sites - UX team comprising design, content, CMS editors.

           

2001-2002 ION GLOBAL  /  Hong Kong     Agency/Consulting

Regional Group Leader - User Experience (UX)

formalised the UX practice for the company – providing toolkits, processes and presentations to advocate UCD for all regional offices

           

2000 – 2001  RARE MEDIUM (ASIAPAC)  /  Sydney Agency/Consulting

Director of User Centred Design (UCD)

           

1997-2000 ADMIRAL MGT SERVICES (ASIAPAC)  / Singapore & Sydney, Australia Consulting

Senior Management Consultant (Human Factors)

           

1995-1996 HITEC LABORATORIES  SaaS development

Implementation Manager / Technical Author

           

1994-1995 ADMIRAL MGT  SERVICES   Consulting

Human Factors Consultant

           

1993 – 1994  SATURN  Project

Researcher - Smart card And Terminal User Requirements and Needs

           

1990-1993 BROWN & ROOT LTD  Engineering

IT Services/Analyst Programmer Management Trainee

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