Experience

Open Banking

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Product Manager

  • Apr 2020 - May 2023

  London, England, United Kingdom Led product development for the Open Banking ecosystem: • Coordinated research, design, ux and agencies. • Led government level research into fraud prevention in payment journeys. • Transformed customer centricity across all departments. • Relaunched Standards delivery platform and amplified socialisation. • Developed Lean process for validating new Standards. • Delivered concept and master-planning of OB Ecosystem Platform.



GlaxoSmithKline Consumer Healthcare, L.P.

• United States
• Pharmaceutical Manufacturing
• 200 - 300 Employee

• Product Transformation Lead

  • Jan 2020 - Jun 2020

  London, England Metropolitan Area Product innovation process architecture for new JV with Pfeizer • Led product experience transformation for Consumer Health. • Delivered seminars, podcasts and workshops on Lean product culture. • Ran product innovation workshops across Europe. • Led experience discovery and strategy for flagship B2E platform.



Account Technologies

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Chief Product Officer

  • Sep 2018 - Dec 2019

  London, England Metropolitan Area Redesign, relaunch of flagship domain as a Progressive Web App • Hired product performance lab team. • Directed UX, visual design, conversion strategy, and development. • Ran stakeholder innovation workshops. • Ran audience research – data analysis, interviews, surveys. • Conducted mediated 1-1 mobile testing for key converting elements. • Launched final product on schedule, and in budget.



Thought Machine

• United Kingdom
• Software Development
• 300 - 400 Employee

• Interim Product Director

  • Nov 2017 - Sep 2018

  London, United Kingdom Core cloud banking platform - web, mobile and ops dashboard apps. • Commissioned user audience research. • Conducted observations of key user personas. • Developed usability framework to structure journeys and page templates. • Ran cross-discipline product workshops. • Directed lean prototyping cycles to validate interaction patterns. • Embedded with dev team to optimise frontend frameworks. • Test emerging product progressively with clients and users.



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Product Innovation Consultant

  • Jul 2017 - Oct 2017

  Commercial banking platform experience audit and product team coaching. • Audit and user evaluation of platform usability framework. • Developed future state concept with internal innovation teams. • Coached product and experience teams on lean product innovation.



Team ITG

• United Kingdom
• Advertising Services
• 700 & Above Employee

• Product Manager

  • Dec 2016 - Jun 2017

  Azure portal integrating live template manipulation, workflow and checkout. • Ran proposition workshops with management, customers and users. • Optimised conversion by user testing prototypes with real customers. • Built high fidelity prototype for signoff and briefing offshore dev team. • Collaborated with dev team to optimise design patterns for ease of build.



Chatpop Chat Commerce

• Chief Product Officer

  • Aug 2016 - Nov 2016

  Established product ecosystem for chatbot order system. • Ran proposition workshop with stakeholders, developers, designers. • Conducted live market demo-testing with vendors and customers. • Optimised chat flow through remote testing with live candidates. • Designed self-service web portal and order management interfaces.



dentsu

• Japan
• Advertising Services
• 700 & Above Employee

• Product Director

  • Aug 2015 - Jul 2016

  Shoreditch London Built product team, ran frequent pitches, and led development with analysts, visual designers and developers building apps, chatbots and responsive experiences. • Won five multi-million pound contracts for product innovation. • Focussed organisation on evidence led design. • Directed product, service and user experience design. • Ran product innovation workshopping for clients, eg. HSBC. • Mentored the team in Lean design and iterative user testing. • Introduced Core… Show more Built product team, ran frequent pitches, and led development with analysts, visual designers and developers building apps, chatbots and responsive experiences. • Won five multi-million pound contracts for product innovation. • Focussed organisation on evidence led design. • Directed product, service and user experience design. • Ran product innovation workshopping for clients, eg. HSBC. • Mentored the team in Lean design and iterative user testing. • Introduced Core collaboration protocols. • Structured generative research methodologies. • Ran full Agile product development and validation process. • Apps prototyped and built in Xamarin. Show less



Virgin Media

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Head of Product Experience

  • Mar 2014 - Jul 2015

  Hammersmith Created product department from scratch of 4 product managers, 8 designers, 4 research. Installed evidence lead processes. Matured the results orientation and user centricity of the wider business. • Mentored the team in Lean design and iterative user testing. • Installed Agile optimisation programme based on test & analyse principles. • Established prototyping and user testing as an iterative design discipline. • Introduced product innovation workshopping to the… Show more Created product department from scratch of 4 product managers, 8 designers, 4 research. Installed evidence lead processes. Matured the results orientation and user centricity of the wider business. • Mentored the team in Lean design and iterative user testing. • Installed Agile optimisation programme based on test & analyse principles. • Established prototyping and user testing as an iterative design discipline. • Introduced product innovation workshopping to the business. • Structured user testing and research protocols. • Installed Agile resourcing and prioritisation system. • Defined Global Product Standards system. • Implemented product ecosystem allowing stakeholders to navigate product analytics • Created Product Wiki for socialising User Centred practice. Show less



Euromoney Institutional Investor

• United Kingdom
• Information Services
• 400 - 500 Employee

• Product Innovation Consultant

  • Sep 2012 - Mar 2014

  London Proposition, market research, UX, user testing and creative direction of flagship asset Global Capital. • Conducted ethnographics across business centres and client end users. • Planned prototyping and iterative user testing. • Wrote app operating model, functional specification and standards. • Implemented design innovation culture. • Designed app template library for future titles. • Designed UI library for backend tools.



Blue Hive

• AI Product consultant

  • Jul 2012 - Aug 2012

  Ford mobile app Facebook ethnographic profiling integration. • Led workshopping with creative and technical teams. • Designed data linkages between app and Facebook API. • Prototyped data transformations. • Prototyped user experience. • Wrote functional specification for development team.



Deutsche Bank

• Germany
• Financial Services
• 700 & Above Employee

• Product Innovation Lead

  • Jul 2011 - Jul 2012

  London Product lead for user research, UX, UI and frontend developers building STRIDE - the largest IT project conducted by the bank ever, a front-to-back rebuild of the entire platform. This was a product innovation exercise, unifying lead design across multiple simultaneous projects, to ensure consistency of look, feel and behaviour. Single-point-of-entry portal for MIS + BI using IBM WebSphere • Next generation fully responsive portal workspace for BI for next 10 years. • Integrating… Show more Product lead for user research, UX, UI and frontend developers building STRIDE - the largest IT project conducted by the bank ever, a front-to-back rebuild of the entire platform. This was a product innovation exercise, unifying lead design across multiple simultaneous projects, to ensure consistency of look, feel and behaviour. Single-point-of-entry portal for MIS + BI using IBM WebSphere • Next generation fully responsive portal workspace for BI for next 10 years. • Integrating 100 applications, with editorial, social and collaboration interfaces. • Conducted ethnographics across all vertical streams. • Wrote operating model, functional specification and UX standards • Wireframed templates for desktop, mobile and tablet. • Built prototypes and tested with end users. • Coordinated IBM, Portal associates and GFT offshore UI and dev resources. • Negotiated proposition with senior management. Reboot of Finance Portal, Single-Point-of-Entry - Liferay • 100 communities and 10k members. • Ran stakeholder workshops and online user surveys. • Directed process implementation, UX and UI theme design. • Managed front end development by Russian Luxoft iDevs. FaAWS Feeds and Adjustments Workstation - GWT • Core application for adjusting all feeds to P&L. • Conducted ethnographics on users of existing systems. • Ran stakeholder workshops and management. • Performed within Agile design and development cycles. • UI design based around customisation of GWT. • GWT theme design, prototyping, managed team input with Jive (social collaboration). • Wrote technical UI specification and managed offshore UI dev resources. MAFA Daily P&L Reconciliation Workstation - GWT • Regulatory requirement to deliver daily P&L reconciliation across 43 feeds. • Conducted ethnographics of Manilla bookeepers using EUDA’s. • Ran stakeholder workshops and management. • Built fully featured prototype for user testing, stakeholder sign-off and technical briefing. • Designed interface theming. Show less



VCCP

• United Kingdom
• Advertising Services
• 500 - 600 Employee

• UX Consultant

  • Dec 2011 - Jan 2012

  Won pitch to O2 with VCCP for redesign of high volume ecommerce site. Defined ux strategy and collaborated with senior management team to deliver client presentation. • Delivered fully detailed experience prototype. • Mobile, tablet, wide-screen and embed for Facebook. • Rapid user-testing techniques optimised order journeys. • 3 UI designers visualised all journeys in 2 weeks.



BT Wholesale

• Telecommunications
• 500 - 600 Employee

• Lead UX

  • Mar 2011 - Jul 2011

  St. Pauls Led experience development of Europe's first online self-service phoneline fault diagnosis and repair application. Built full working prototype comprising over 300 pages, used to guide off-shore developers. The specification and demo has become the defacto way that BT develop and deliver such complex projects. • Lead experience consultant in multi-disciplinary team developing the biggest online project ever attempted by BT. • Led workshopping with BT proposition… Show more Led experience development of Europe's first online self-service phoneline fault diagnosis and repair application. Built full working prototype comprising over 300 pages, used to guide off-shore developers. The specification and demo has become the defacto way that BT develop and deliver such complex projects. • Lead experience consultant in multi-disciplinary team developing the biggest online project ever attempted by BT. • Led workshopping with BT proposition owners. • Coordinated between multiple Agile streams. • Developed personas, service programme and user experience, customer flows and wireframes. • Set strategic goals and standards. Show less



Why Wait Digital

• Technology, Information and Internet

• Digital strategy and UX

  • May 2009 - Jul 2011

  Planning and implementing online brand experiences and social marketing platforms.



Crayon London

• Senior UX IA

  • 2010 - 2010



Bizzantium ERP

• Chief Product Officer

  • Sep 2005 - Nov 2007

  Ran UX, IA and technical development of SME ERP system, including product development of an integrated, double-entry accounting system, from scratch.



All Dig Down digital media portal

• UX design

  • 2004 - 2005

  Concept and usability design for huge media portal - integrating media download catalogue, editorial and UG content, with community and dating functionality.



Elucent

• Creative Director

  • 1999 - 2003

  All media agency developing interactive online projects for: Rolls Royce Aerospace, Montana Group, BigTime, Spero Communications



MacUniversity

• Senior Trainer

  • 1993 - 2003

  Training DTP, multimedia and web authoring sofware. Conducted a series of weekend advanced Photoshop seminars across UK.



DOGS interactive

• Creative Director

  • Oct 1994 - Nov 1998

  A boutique multimedia agency in the days when nobody had heard of it and you couldn't give it away. Nevertheless we managed to create the first showroom touch-screen system for Ford.



Southbank College

• Multimedia and Interface Design tutor

  • Sep 1997 - Jul 1998

  Structured and ran first multimedia course to be run at the college.



Shelley Taylor Associates

• Usability Research

  • Nov 1996 - Oct 1997

  Conducting research into usability of Fortune 500 companies.



Freelance

• Graphic Designer

  • 1988 - 1990

  Before computers...the dark ages.