RAKBANK

Leading Culture Transformation and driving Innovation Strategy at RAKBANK by integrating Service Design, Journey Mapping, and Human-Centered Design principles to radically enhance Customer Experience (CX) and Employee Experience (EX). 

Successfully embedded scalable Innovation Frameworks improving internal capability, customer satisfaction, and employee engagement.

VP - People Transformation & People Product Innovation 

WXO - World Experience Organization

Founding Member

Legal & General

Directed strategic Innovation and Experience Design initiatives, embedding Service Design and Human-Centered Design practices across organizational culture. Facilitated cross-functional teams through agile sprints, redefining Customer and Employee Journeys and enabling measurable business outcomes and lasting Culture Transformation.

Head of People Experience & Strategy

?What If! Innovation | Part of Accenture

Transforming organizations by integrating human-centered design, behavioral science, and service innovation to create seamless experiences that empower employees and delight customers.

Strategic Leadership & Innovation:
• Pioneered an enterprise-wide experience design practice, aligning customer journeys with employee enablement to drive measurable improvements in engagement and retention.
• Designed cross-functional innovation programs, accelerating solution delivery through rapid prototyping and experimentation, resulting in enhanced customer satisfaction.
• Developed behavioral change frameworks, empowering teams to anticipate customer needs and proactively address service challenges.

Experience Design & Transformation:
• Redesigned end-to-end onboarding experiences, using journey mapping and behavioral insights to improve retention and customer satisfaction.
• Created Employee Value Proposition (EVP) strategies, reducing turnover and enabling teams to deliver exceptional service across critical touchpoints.
• Implemented rapid prototyping methodologies, shortening innovation cycles and improving operational efficiency through iterative design and testing.

Core Expertise:
Journey Mapping & Experience Innovation
Behavioral Change Design & Implementation
Business Model Innovation & Scaling
Leadership Capability Building
People Product Design & Development
Experience Strategy & Transformation
Rapid Prototyping & Experimentation

Innovation Manager (Culture & Innovation)

Accenture

Driving Transformation Through Service Design, Behavioral Insights, and Innovation
Partnered with global organizations to lead transformative initiatives, combining human-centered design, behavioral science, and service innovation to reimagine customer and employee experiences across diverse industries.

Strategic Advisory & Leadership:
Guided enterprise-wide transformation initiatives, leveraging behavioral insights and design thinking to elevate service delivery and employee engagement.
Led multidisciplinary innovation programs, accelerating digital transformation through methodologies like rapid prototyping and experimentation.
Designed and deployed scalable frameworks for organizational change, empowering clients to embed sustainable innovation practices and foster customer-centric cultures.
Client Collaboration & Implementation:
Directed end-to-end service design projects, from strategy development to implementation, driving measurable improvements in customer satisfaction and operational efficiency.
Facilitated design thinking workshops and innovation sprints, building client capabilities to sustain continuous improvement and innovation.
Applied agile methodologies to streamline solution development, ensuring alignment with client goals and user-centered outcomes.

Core Expertise:
Experience Strategy & Design
Behavioral Economics & Insights
Service Innovation & Transformation
Change Management & Organizational Design
Digital Transformation
Customer Journey Mapping & Design
Innovation Framework Development

Innovation Manager (People Strategy & Transformation)

GP Strategies - EMEA Region

Driving Enterprise Transformation Through Design, Innovation, and Behavioral Science
I lead organizational transformation by blending human-centered design, service innovation, and digital enablement to deliver seamless customer experiences and empower employee excellence.

Strategic Vision & Impact:
•Architect seamless CX/EX journeys, integrating service design, systems thinking, and behavioral insights to deliver measurable business impact.
•Champion digital innovation initiatives that modernize service delivery, enhance workforce productivity, and anticipate evolving customer needs.
•Craft future-ready solutions by combining deep behavioral insights with emerging technologies to drive engagement and satisfaction.

Transformation Leadership:
•Designed and implemented integrated journey strategies, resolving complex challenges while aligning customer and employee touchpoints.
•Pioneered workplace evolution initiatives that foster engagement, enable exceptional service delivery, and support future-of-work models.
•Led digital transformation projects, enhancing self-service capabilities, streamlining operations, and improving customer satisfaction.

Core Expertise:
Customer Experience Architecture & Journey Mapping
Service Design & Innovation
Behavioral Economics & Change Design
Digital Enablement & Transformation
Organizational Transformation & Future of Work
Systems Thinking & Integration

Director - Strategy & Culture Transformation

In this role, I combine design strategy, business partnering, and innovation to deliver impactful solutions for FTSE100/500 clients. By blending customer and employee experience design, I’ve driven measurable improvements in learning, culture, and performance outcomes while enabling digital and organizational transformation.

Core Focus Areas:
• Customer Experience Innovation: Aligning learning and culture strategies with business goals to enhance customer satisfaction and loyalty.
• Modern Learning Functions: Designing scalable, digitally-enabled solutions that connect employee performance to customer impact.
• People & Culture Design: Building frameworks that empower employees to deliver exceptional customer experiences.
• Digital Transformation Strategy: Leveraging technology to enhance both customer and employee interactions.
• Leadership & Early Career Development: Equipping leaders and new talent with the skills to champion customer-centric cultures.
• Agile Project Management: Delivering fast, iterative improvements to meet evolving customer and business needs.
• Social Learning & Innovation Scanning: Identifying emerging trends to keep learning solutions customer-focused and future-ready.

Impact Highlights:
• Partnered with FTSE100 clients to modernize learning ecosystems, increasing employee performance and improving customer satisfaction by 15%.
• Designed leadership development programs that aligned cultural behaviors with customer-first business strategies, reducing time-to-impact for new leaders.
• Delivered blended learning solutions that enhanced customer-facing team capabilities, driving a 20% improvement in customer resolution rates.
• Created digital transformation strategies that streamlined processes, reducing operational costs and improving CX consistency.

Architect/Consultant - Design, Innovation & People Experiece

The Mindset Software Company

Client Partnership Impact
•Guided major clients (Warburtons, Missguided, Burger King, Cambridge Assessment)
•Led Mindset software integration strategies
•Developed internal campaign launches
•Delivered strategic L&D consultancy

Experience Innovation
•Redesigned user interface focusing on learner engagement
•Enhanced software usability through user-centric design
•Created intuitive learning experiences

Data & Analytics Leadership
•Transformed backend architecture
•Implemented behavior analytics
•Enabled data-driven decision making
•Developed engagement tracking systems

Specialised in combining strategic consultation with user-centric design to deliver measurable learning outcomes.

Head Of Audience listening & Innovation

TalkTalk

Driving customer and employee transformation through strategic experience design and digital innovation.

Experience Design & Digital Transformation
• Designed customer-centric face-to-face and digital experiences, increasing engagement across key customer touchpoints.
• Led Office365 adoption through 'Learnathon' initiatives, improving digital collaboration and customer service delivery.
• Established strategic partnerships with LinkedIn and Microsoft to enhance digital learning ecosystems and customer-facing solutions.

Leadership & Talent Development
• Created next-generation leadership pathways that aligned leadership behaviors with customer-centric business goals.
• Implemented spot-coaching and mentoring programs, enhancing leader readiness to address evolving customer needs.
• Designed graduate and apprenticeship schemes, equipping new talent to deliver superior customer and employee experiences.
• Partnered with stakeholders on new manager development, focusing on customer-first team leadership.

Culture & Performance
• Transformed performance management frameworks at TalkTalk, aligning employee behaviors with customer expectations.
• Co-created an organization-wide culture change program, driving a 15% increase in employee engagement and improved customer satisfaction.
• Developed an integrated behavior framework spanning the employee lifecycle, ensuring consistency in customer-facing roles.
• Aligned organizational values across recruitment, performance, and leadership to build a customer-centric culture.

I specialize in driving sustainable organizational change by combining human-centered transformation with strategic experience design that delivers measurable customer and employee impact.

Group People Experience Lead

Telefónica

Strategic Consulting & Innovation
•Guide organisations through learning transformation
•Develop customised L&D strategies
•Enable digital learning adoption
•Drive organisational change initiatives
•Partner with stakeholders to define success metrics

Learning Design Leadership
•Architect innovative customer service learning solutions
•Design multi-faceted programs for diverse learning styles
•Break traditional learning models through creative approaches
•Leverage digital and experiential learning techniques

Change & Implementation
•Led Tesco Mobile learning strategy for 1,200 staff
•Guide organisational change management
•Drive digital transformation initiatives
•Enable sustainable behavior change

Community & Culture
•O2 Big Thinker and community advocate
•Design distinctive, adaptable experiences
•Bridge business objectives with learner needs
•Drive engagement through creative leadership

Core Strengths
•Strategic consulting and thought leadership
•Innovation-driven solution design
•Data-informed decision making
•Stakeholder management
•Digital transformation expertise

Specialised in transforming organisations through innovative learning design and strategic consultation.

Learning and Development Consultant

Tesco Mobile

Team Leader
After successfully completing the in house manager program at Tesco Mobile: 

•	Part of the Aspire Programme, providing short and long term cover for team managers with the focus to become a full time manager this can range from 2 weeks cover to long term
•	Dealing with both internal and external customers
•	Resolving escalations
•	Set expectations 
•	A standout role model
•	Advising and coaching new team members this being on a 121 or group level
•	Develop excellent interpersonal skills
•	Delivering presentation to a wide range of audiences

Team Leader/Coach

•Creating and maintaining a positive, rewarding work environment.
•Focus on ensuring employees feel valued and invested in their work.
•Collaborate with internal stakeholders
•Responsible for recognise performance achievements and service anniversaries. 
•Responsible for creating and distributing employee feedback surveys compiling  the results of the survey and present our recommendations to organizational management.

Employee Experience Manager (TAG) 

Customer Service Advisor
•	World class customer care
•	Provision of efficient, courteous customer service
•	Working as part of the I.C.E team 
•	Working as part of the TAG team 
•	Hitting stretch in all API and achieving APR of 1
•	Member of the Think Big team, helping out in my own time with Bolton lads and girls club, delivering training and feedback Train the Trainer scheme

Customer Service Specialist

I help innovation leaders, CX and EX directors, and HR professionals design experiences and innovation strategies that deliver measurable business and cultural impact.

With deep expertise in Customer Experience (CX), Employee Experience (EX), Service Design, Culture Transformation, and Human-Centered Design, I turn ambitious strategies into scalable realities.
Whether you're:

• Scaling Innovation Frameworks and Capability Building
• Redesigning digital or physical Customer and Employee Journeys
• Embedding Behavioral Science and Design Thinking methodologies
• Launching Venture Incubation initiatives or agile experiments (MVP Testing)

I provide practical, outcome-focused solutions that resonate across your organization and your customer base.

Specialties:
✅ Innovation Strategy and Operating Models
✅ CX & EX Strategy and Journey Mapping
✅ Behavioral Science & Human-Centered Design
✅ Service Design and Prototyping
✅ Culture Transformation and Organizational Change
✅ Agile Methodologies & Venture Incubation

If you're facing challenges with CX, EX, or scaling innovation... DM me lets have a chat.

Danny Seals

The time has come for me to start exploring new senior opportunities in Dubai and Abu Dhabi. I’ll be available from January. If you’re building the next chapter of customer or employee experience in the UAE, we should talk.

The UAE moves fast, faster than most organisations are structurally designed for. 

The challenge is creating experiences that keep pace internally and externally while driving growth and loyalty.

Over the last decade, my work has lived at the intersection of experience strategy, innovation, service design, and transformation.

Across industries, I’ve been building, scaling, and embedding the systems that elevate how organisations design and deliver experiences.

My craft blends four core disciplines:

𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝘆 Designing experience-led strategies that connect brand, business, and behaviour.

𝗘𝗫 + 𝗖𝗫 𝗜𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗶𝗼𝗻 Orchestrating the front-stage journey and the back-stage systems that create it.

𝗜𝗻𝗻𝗼𝘃𝗮𝘁𝗶𝗼𝗻 & 𝗖𝗮𝗽𝗮𝗯𝗶𝗹𝗶𝘁𝘆 𝗕𝘂𝗶𝗹𝗱𝗶𝗻𝗴 Leveling up teams in journey mapping, insight synthesis, product thinking, and service and experience design

𝗣𝗲𝗼𝗽𝗹𝗲-𝗣𝗿𝗼𝗱𝘂𝗰𝘁 𝗧𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻 Shifting organisations from process-driven structures to product-led, experience-driven operating models.

I’ve also been sharing this work more widely speaking at:
talabat  thanks Maha 
Talent Tribe UAE thanks Mark 
Soon presenting EXE

Along the way, I’ve had powerful conversations with leaders like Mark, James, Tanvi, Arjan Schimmel, Callum Nathalie, Daniel exploring the future of experience, strategy, and tourism in the region. 

Connected Lorna and Ruth together who have gone on to create Dubai first employee experience focused event and community EXE


𝗧𝗵𝗶𝘀 𝗶𝘀 𝘁𝗵𝗲 𝗰𝗿𝗮𝗳𝘁 𝗜 𝗯𝗿𝗶𝗻𝗴:
• EX–CX Integration
• Experience Architecture
• People-Product Transformation
• Insight-led Design
• Innovation Capability Building

𝗜’𝗺 𝗲𝘅𝗽𝗹𝗼𝗿𝗶𝗻𝗴 𝗿𝗼𝗹𝗲𝘀 𝗮𝗰𝗿𝗼𝘀𝘀:
Head of Experience, Experience Strategy, Director of Innovation, People-Product Transformation, CX/EX Integration, Experience-led Transformation particularly within Dubai or Abu Dhabi.

If you know a leader shaping the next chapter of experience in the UAE, I’d value an introduction.

❓𝗤𝘂𝗲𝘀𝘁𝗶𝗼𝗻 𝗳𝗼𝗿 𝘁𝗵𝗲 𝗿𝗼𝗼𝗺:
Which UAE organisations are genuinely pushing the boundaries of experience design and or customer and employee experience right now?

Talking about experiences 

Here’s a recent picture, that was taken when I visited the grand mosque in Abu Dhabi.

Experience Strategy & Transformation Leader | Customer + Employee Experience | Innovation, Journey Design & EX/CX Integration

No alternative text description for this image

The folks at Miral Destinations launched their new Stranger Things experience in #AbuDhabi similar to the breakdown I did of teamLab Inc. experience here's my honest breakdown of the experience...

We arrived as a group of adults who had Netflix Stranger Things stitched into our minds, we knew the lore, the soundtrack, and we have the nostalgic f

Open article: Stranger Things Abu Dhabi: A Case Study in Immersion Fracture and the Price of Getting Experience Wrong by Danny Seals • 5 min read

Stranger Things Abu Dhabi: A Case Study in Immersion Fracture and the Price of Getting Experience Wrong

David James

360Learning

Chief Learning Officer

The Learning & Development Podcast

I host The Learning & Development Podcast, a top-tier podcast that has garnered over 500,000 downloads and ranks in the top 1% of all podcasts globally. Focused on bringing actionable insights and thought leadership to L&D professionals, the podcast features in-depth conversations with industry experts, innovators, and leaders.

Through each episode, I aim to explore the evolving landscape of Learning & Development, helping the audience navigate challenges, adopt new technologies, and stay ahead of industry trends. With a global listenership, the podcast has become a go-to resource for L&D professionals seeking inspiration and strategies to drive real impact within their organisations.

Podcast Host

Looop.co

As a co-founder and Chief Learning Officer at Looop, I played a pivotal role in transforming the way organizations approach Learning & Development. Looop was born out of a vision to create a user-friendly, data-driven learning platform that would empower teams to deliver relevant, impactful training at scale.

In my role, I was responsible for championing our technology’s value to L&D professionals, helping them streamline training processes, reduce inefficiencies, and measure real impact. I led key marketing initiatives, driving growth through targeted campaigns, thought leadership, and building strong relationships with L&D leaders across industries.

During my time at Looop, we helped global organisations modernize their learning strategies by putting the learner at the centre and reducing the reliance on traditional, outdated approaches. Our innovation and customer-centric focus ultimately led to our successful acquisition by 360Learning in 2021, further expanding our impact in the L&D space.

The Walt Disney Company

Disney's lead for Talent Management, Learning & OD, Executive Development and Employee Engagement across all the Disney businesses throughout Europe, Middle East and Africa.

Director, Talent Management. Learning & Organisational Development, EMEA

Led the UK Learning & Development department, based in the regional headquarters, and supported all areas of the business, including Retail, TV, Studio Entertainment, Parks, Online and the corporate support functions.

Senior Manager, Learning & Development, UK

Core responsibilities included performance management, employee survey, talent planning, internal consulting, assessing development needs, developing / sourcing appropriate solutions, management of learning curriculum and vendor relationships.

Learning & Development Manager, UK

Joined the EMEA Learning & Development team to support the launch of a new company-wide performance management approach and online system.

Learning & Development Advisor, EMEA

Lehman Brothers

As a member of the in-house training team, supported approximately 950 employees over three sites, designing and delivering technical and skills training for call centre and processing centre environments. Worked closely with the business to develop and deliver a company-wide new starter induction and professional skills development programmes, including a Management Development programme for first-line managers.

HR Associate, Training

EDS / NatWest

This role was accountable for managing the training function that supported the processing centres based in London and Southend - with 400 people over three sites.  Responsible for needs assessment, planning, designing, delivering and evaluating the impact of a wide range of blended learning solutions, which included new starter induction, management skills, communication, coaching, personal effectiveness and systems training.

Training Manager

Lloyds TSB Credit Card Services

Team Leader / Trainer

As Chief Learning Officer at 360Learning and host of The Learning & Development Podcast, my passion lies in helping organisations deliver learning experiences that drive measurable impact. With a career rooted in leading L&D strategy and innovation, I’ve dedicated myself to bridging the gap between what businesses need and what Learning & Development can deliver.

I’m proud to have co-founded Looop, an innovative learning platform that was acquired by 360Learning in 2021 and, prior to that, I was Director of Learning, Talent & OD for The Walt Disney Company, where I shaped learning strategies for one of the world’s most iconic brands.

My work is also about sharing insights and sparking meaningful conversations. The Learning & Development Podcast has had more than half a million downloads, ranking in the top 1% of all podcasts globally, providing practical, actionable advice for L&D professionals from some of the best minds in the industry.

With nearly 30,000 LinkedIn followers and recognition as one of the top 10 global influencers in L&D, I remain dedicated to inspiring and empowering L&D professionals to drive business performance and employee engagement through effective, results-driven learning strategies.

The Learning & Development Podcast is a topical podcast show for L&D professionals. Each week David James discusses and debates topics affecting the profession alongside various guests.

Available on Apple Podcasts, Google Podcasts, Spotify, Stitcher, and many more.

In case you’re wondering, L&D doesn’t need to reinvent itself for the age of AI. It just needs to finally become what it should’ve always been…

A driver of business performance.

When you stand for performance, rather than just ‘learning’, everything changes:
- You discuss root causes, not just presenting problems.
- You design for impact, not just delivery.
- You have the conversations that shift how stakeholders see you.

Suddenly, you’re no longer “the training department.”
You’re a valuable business partner.
You earn credibility.
And credibility is a path to influence.

It lets you align L&D efforts to business strategy, plan for impact and tell a story that matters.

You’re invited into conversations earlier.

Requests for additional resources aren’t just baulked at because they’re investments backed by multiples gained from what you’ve already achieved.

AI will handle the tasks.
You handle the transformation.

The future of L&D isn’t about delivering more.
It’s about impacting more.

If you’d like to know more about this and you’re at DevLearn next week, swing by my keynote on Thursday - or the live Learning & Development Podcast recording on Wednesday.

CLO at 360Learning / Host of The Learning & Development Podcast

The AI revolution in L&D is here but most teams still don't know where to start! But that's all about to change...

In the last 18 months, AI has promised everything from hyper-personalised learning to instant content creation. However, behind closed doors, L&D leaders tell me the same thing:

“We’re overwhelmed. We don’t know what’s real, what’s hype, or where to focus.”

So we’re fixing that.

I’m hosting a special live episode of The Learning & Development Podcast  with three of the boldest, clearest thinkers in our field to cut through the noise and answer the questions L&D teams are wrestling with right now:

– How is AI genuinely improving learning impact?
– Which experiments are worth running (and which to avoid)?
– How should you evolve your learning strategy?
– And where must L&D shift next to stay relevant?

If you want clarity, direction and a way to turn AI from distraction to driver of performance you should join Egle Vinauskaite, Ross Stevenson, Peter Manniche Riber and myself for this critical conversation.

Register now via the link in the comments.

I was recently speaking with an experienced L&D leader I respect very much and she told me something that really stuck with me:

“When you’ve seen L&D in one company, you’ve seen L&D in just one company.”

It's obvious and not obvious at the same time... because sometimes a new L&D leader will arrive in a role armed with a blueprint. They assume that because it worked somewhere else, it will work again.

But context eats blueprints for breakfast.

- Every L&D organisation starts from a different place.
- Every organisation defines L&D success differently.
- And every organisation has its own culture, politics and pace.

That means your real job as an L&D leader isn’t to impose a model.
It’s to diagnose the context:

- Where are we now?
- What are the factors that have determined why we are where we are?
- What does this organisation really expect from L&D? (What outcomes, products, activities, etc.?)
- How does L&D need to operate to achieve the outcomes the organisation expects?
- And a bonus question for ongoing rumination: What opportunities are there to extend expectations and reach L&D’s fullest potential?

Because without these answers, even the smartest blueprint will fail.

The best L&D leaders don’t copy-and-paste. They read the room, then write the playbook for the business they’re in.

What questions do you use to diagnose an organisation’s context and plot L&D success?

Today is the day that The Learning & Development Podcast is live at DevLearn Conference & Expo in Las Vegas.

If you want to be involved in this unmissable conversation with Jess Almlie, Kevin M. Yates and Becky Willis, join us today at 12pm in room 123

We'll hope to see you there.

Most companies are still trying to manage a 2025 workforce with a 1990s operating system, defining any one person by what they were hired to do, not what they’re capable of doing now - or next.

For decades, we’ve designed our organisations around jobs, static boxes on an org chart, filled by people whose value is defined by their title.

But work doesn’t fit neatly into boxes anymore.

It flows, it evolves, it crosses boundaries.

That’s the core problem.

When businesses cling to role-based thinking, they lock in rigidity. They make it harder to redeploy talent quickly, to recognise hidden capabilities, or to adapt to change.

A skills-based organisation flips that logic.

It starts with what people can do and organises work, opportunity and development around that. It’s a shift from filling roles to mobilising capability.

But it’s not easy.

It requires rethinking everything from workforce planning to learning, career frameworks, governance and even measurement.

The technology to do this is advancing, fast. The mindset to lead it is lagging behind.

The question isn’t whether organisations will become skills-based.

It’s how long they’ll wait and what it will cost them if they don’t.

This is what I explore in the latest episode of The Learning & Development Podcast, with Craig W. Friedman, author of Enterprise Skills Unlocked.

Listen to this episode here: https://lnkd.in/enTPrAwR

And let us know what you think.

Stand and deliver… Your money or your life!!!

It's funny what you admit on a podcast sometimes. 

Listen to my confessions (and much more) on The Development Nerds Podcast with Candice Mitchell (MSc).

Listen and subscribe here: https://lnkd.in/emRp2VXh

Or watch us on YouTube: https://lnkd.in/e6WRhgqy

There is a far more critical role for L&D, now that AI can take over the tasks that have kept us in the weeds until now…

But what is that role and are you ready for it?

Join me later today for my session at DevLearn Conference & Expo and I’ll reveal what it is and how you can get there.

It’s time to cut through the AI noise and expose the signal.

This Thursday, 20th November, we’ll be sharing how 360Learning is already turning AI into real business results with live demos showing how you can:

- Automate tedious tasks so you can spend more time on the high-impact, strategic work
- Turn internal expertise into the guidance and support your people need today
- Leverage agentic AI to drive immediate business impact

Register via the link in the comments to see what's happening at the forefront of AI innovation in L&D.

I'm excited to share this with you and will hope to see you there!

taplio

The Battle

Danny Seals

David James

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Likes

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