Co-Founder & Product Lead

• Jan 2022 - Present

Talent Analytics elevates recruitment agencies by bringing Customer Experience (CX) metrics to the front and centre. By automating the collection of data and converting it into powerful performance, learning and marketing insights, CX Pro enables recruitment agencies to improve their brand and deliver an unparalleled customer experience. As a founding product manager, I led an empowered cross-functional product team of 5 to ship an innovative B2B SaaS platform into the HR/RecTech industry. Applying best practices for product discovery, I spoke with a large cross-set of target users to identify pain points and execute a strategy for the build and launch. Key Achievements include: ➾ Led the development and launch of three major product features, resulting in a 25% increase in user engagement and a 15% increase in customer retention ➾ Successfully managed and prioritised the product development backlog, leading to an efficient utilisation of engineering resources and a 30% increase in the pace of product development ➾ Successfully negotiated and secured strategic partnerships that increased the product's market reach and contributed to a 35% growth in user acquisition ➾ Implemented analytics tool, Pendo, for tracking product performance, resulting in a more user-driven approach to product development and strategy ➾ Enhanced customer satisfaction by 20% through continuous product improvements informed by regular user testing and feedback Show less

Lead Product Manager | Digital Experience Platform

• Feb 2021 - Jul 2022

Placecube makes it simpler for Local Government to create digital services, integrate systems and personalise user experiences for citizens with Digital Place - the open source platform that makes digital journeys easier, faster and better connected. First Product hire, playing a key role in supporting the leadership team with establishing the product function and scaling the business. • End-to-End product management responsibility, building client-facing (B2B) products based on continuous product discovery and user research • Developed and delivered product strategy for core product - Digital Place - scaling it up to meet the needs of a growing number of new and existing customers • Defined a set of Objectives and Key Results (OKRs) that supported with the company strategy and represented how we work towards achieving the product vision Key achievements include: ➾ Championed and shipped a new lightweight CRM, with an adoption rate of over 30% ➾ Delivered a new UI / set of low-code tools enabling users to deliver services to citizens 3x faster than their previous platform, reducing technical resource requirement by 50% ➾ Optimised 3 new business system integrations, reducing operating costs for users whilst providing citizens with a better connected and personalised user experience ➾ Supported with the company’s first brand asset library, utilising GDS design principles whilst complying with WCAG 2.1 AA standards, achieving a marked improvement on accessible web content in our first independent Digital Accessibility Assessment ➾ Transitioning the business from being sales-led to product-led Show less

Principal Product Manager | Learning & Development Platform

• Jan 2020 - Jan 2021

Founded in 2003, JML’s innovative, technology-led Chronicle platform protects police officers by providing real-time occupational and operational competency tracking, asset management and monitoring to all 45 Home Office Police Forces and five National Law Enforcement agencies. First Product Management hire to the Senior Leadership team, playing a key role in establishing a product-led mindset across the business, scaling the value proposition through enhanced security functionality, improved user experience and in-depth management reporting capabilities. Key Achievements: ➾ Responsible for managing a major upgrade of the company's core product - Chronicle - transforming it from independent instances installed at each customer site to a centralised cloud-based software-as-a-service (SaaS) deployment ➾ Improved overall user engagement by over 30% as measured by metrics such as DAU, Session Length, and feature usage frequency ➾ Significantly improved customer experience with an increased Net Promoter Score (NPS) of 75 and a 20% reduction in technical support interactions ➾ Developed a well-defined product roadmap, balancing short-term wins with long-term strategic goals ➾ Defined and led the product vision and strategy based on company objectives and key results; obtaining senior stakeholder buy-in for new features using working prototypes & wireframes Show less

Senior Product Owner | Internal Tools

• Jan 2018 - Dec 2019

Responsible for evolving the entire Estate Agency product suite, working closely with the CIO and CTO to develop the product strategy, roadmaps whilst leading teams of business analysts, developers and QA engineers. Key Achievements: ➾ Led three cross-functional teams of 5 with direct line management responsibility, in the development and delivery of three innovative and high profile products ➾ Led continuous customer discovery efforts to uncover key areas for innovation and improvement, managing development and promoting the products internally ➾ Conducted both generative and evaluative user research, to derive valuable insights that informed the development of new product features ➾ Established analytics and reporting capability within the team to create more informed decision making ➾ Collaborated with developers and QA to refine user stories, acceptance criteria and deliver rapid user feedback and solution definition Show less

Senior Product Manager | Marketplace

• Jan 2017 - Dec 2017

HomeRenter is a next generation lettings marketplace for private landlords, prospective tenants, trusted tradesmen and community key holders. The vision is to create a fairer, more equitable online marketplace for the UK's private landlords and renters.Key Achievements:➾ Built and scaled a successful next generation lettings marketplace for private landlords, prospective tenants, trusted tradesmen, and community key holders, leading a team of 10.➾ Owned end-to-end product vision, strategy, roadmap definition, discovery, conversion optimization, testing, and marketing support to launch MVP in just 150 days with a slim team of 6 and expanded to a 15-person company.➾ Designed and executed two initiatives that contributed to core product proposition, increasing conversion rates from 41% to 58%.➾ Strategized, delivered, and launched HomeRenter.com marketplace platform in under 12 months, building an active user base of 1500+ paid subscribers.➾ During my time we registered:1,200 landlords2,800 tenants200 tradespeople 9 citiesTeam make up at launch: 4 developers, 1 QA and 1 designer.Team make up at exit: 8 developers, 2 QAs, 1 designer, 1 PM, 1 CSM, 1 AE. Show less

Product Manager

• Jul 2016 - Dec 2016

Career Break

• Mar 2014 - Feb 2016

Took some time out to explore and travel 22 countries whilst volunteering in various organisations throughout SE Asia, Australia, China, India & Nepal. During this time I also accomplished a life time goal trekking to Mount Everest base camp. Took some time out to explore and travel 22 countries whilst volunteering in various organisations throughout SE Asia, Australia, China, India & Nepal. During this time I also accomplished a life time goal trekking to Mount Everest base camp.

Recruitment Consultant (Product & Digital Marketing)

• Jan 2015 - Jun 2015

Whilst temporarily residing in Sydney, I was presented with a unique opportunity to setup a new Product & Digital Marketing desk recruiting a range of mid and senior level roles for some of Australia's leading Tech, FMCG, Aviation and Retail brands. Whilst relatively brief, this experience gave me the opportunity to further develop my communication, sales and negotiation skills, through identifying client requirements, conducting interviews and negotiating fees, often with c-suite representatives. Key Achievements: ➾ Supported the Client Services Director with numerous c-suite pitches and presentations to further establish Hays (Sydney) as a recognised specialist in the area of Digital Technology, achieving 9 new accounts in Q2 with clients such as CBA, The Iconic and Atlassian ➾ Successfully passed probation period and offered sponsorship to reside in Australia longer term Show less

Product Manager | Broadband

• Jan 2012 - Mar 2014

Key Responsibilities:• Lead and drive the product vision and strategy for the companies Broadband service• Conduct continuous product discovery with customers, sales and customer service teams• Own and manage the 12 month roadmap• Deliver regular competitor analysis to analyse pricing, market threats and opportunities• Support with the customer pricing strategy and commercial contracts with wholesale partners• Produce user journeys and wireframes to visualise ideas, whilst conducting A/B tests to determine valueKey Achievements:➾ Successfully launched the Freecall mobile app, resulting in over 200,000 downloads and 65% average monthly active users, while boosting broadband customer retention rates by 28%➾ Developed comprehensive online support guides for Broadband setup, reducing technical support calls by 28% within six months➾ Introduced a fully branded online store featuring broadband accessories, generating an additional revenue stream of around £120,000 annually. Show less

Associate Product Manager

• Oct 2010 - Dec 2011

Business Operations Analyst

• Jan 2010 - Sep 2010

Sales Executive

• Dec 2008 - Jan 2010

User Research Interviewer

• Sep 2006 - Nov 2008

Nunwood is a consulting firm specialising in customer experience management and feedback technology. ➾ Conducted market research interviews utilizing Nunwood's 'Fizz: Experience Management' technology, providing invaluable customer insights to top-tier clients including British Airways, Nationwide and Virgin Media ➾ Specializing in Voice of the Customer, I developed expertise in feedback technology and data analysis for industries such as retail, telecoms, financial, and leisure ➾ Contributed to enhancing customer experience management strategies by delivering timely and accurate customer information to managers through Fizz technology. Show less