NHS England

Lead Service Designer

The Jamie Oliver Group

CX Experience Specialist

GivePanel

Led discovery efforts to investigate product/market fit of GivePanel’s current stewardship platform for charities, providing insight and direction into company strategy and future product vision, whilst bringing rigour to the research and design process.

UX Research Lead

The Guardian

Supported the Head of Design with strategic direction and operations for a team of approx 25 designers. Additionally, supported the establishment of Service Design capabilities - ‘showing by doing’ through embedding myself within various product teams and delivering on project outcomes.

• Facilitated DesignOps workshop with heads of department to gain shared understanding of design maturity within the organisation, introduced DesignOps to the wider team and organised key strategic initiatives to improve the operational efficiency of the team (e.g. Playbook, ResearchOps, hiring & onboarding, tooling, success stories etc)

• Led discovery efforts in a brand new product squad, responsible for the delivery of Personalisation features on the Guardian digital platforms. The research process involved user interviews, desk & competitor research and lean experimentation on the beta app to help validate assumptions. We gathered enough evidence to support the development of “My Guardian”, an entirely new dedicated area within the app that supports customisation / provides recommendations specific to reader interests.

• Other initiatives I was involved in: mapped the end-to-end supporter journey across web and app to highlight user & business pain-points and uncover missed opportunities and “system smarts”; contributed to the development of the Guardian’s Audience Framework, a cross-department initiative intended to help the org form deeper relationships with it’s readers and increase revenue; facilitated workshops within an Innovation Design sprint exploring a new product vertical, and the UX Research team away-day, helping the team identify and prioritise quarterly objectives.

• Mentoring and coaching - supported team members and volunteered to be part of the Product & Engineering department’s mentoring programme.

• Co-led the Product & Engineering Wellbeing initiative, facilitating workshops on Resilience and Imposter syndrome.

Service Design Lead

Fearless

Part of the leadership team at a startup design agency, overseeing the DesignOps discipline - responsible for supporting growth and evolution of design teams, design practice and culture.

Associate Design Director

John Lewis & Partners

I led UX initiatives across a number of cross functional product teams (incl. iOS app, "Wishlist", Covid content, .com product categorisation)

- Facilitated workshops to identify strategic and tactical opportunities 
- Identified appropriate tooling and instilled new working practices
- Influenced/supported stakeholders and advocated for UX 
- Supported junior members of the team 
- Prototyped key concepts 
- Commissioned user research and testing 
- Information architecture of main website and product categorisation

Lead UX Designer

Hex Digital

Leading the UX phase for two clients:

- Stakeholder workshops to understand project goals and constraints, target user groups and existing challenges 
- Review of analytics data & background research 
- Defining information architecture, sitemaps and user journeys 
- Clickable prototypes for mobile, desktop and app

Embedded within a global team of designers in an enterprise-level energy company. Responsible for both on-the-ground service design work as well as improving operational processes & providing strategic guidance and education to support the organisation’s overarching digital transformation

- Led large-scale design thinking workshops & discovery phases with stakeholders, users and 3rd parties across a number of simultaneously running projects
- Contributed towards and advised senior stakeholders on creating a design culture and community, as well as managing a team of designers tasked with building internal libraries and design systems
- Created outputs such as Service Design Blueprints, Personas, Prototypes and Product Vision documents to support teams in evaluating technology solutions
- Facilitated and coached teams in running user research: Interviews, surveys, usability testing

Cancer Research UK (CRUK)

Responsible for UX research, design and testing using lean/agile methodologies in a 4 person squad focused on exploring Tech Innovation and emerging technologies (Voice UI, Chatbots, Augmented Reality, Blockchain, Robotic Process Automation, and Machine Learning).

Design Lead - Emerging Technology

- Led UX projects from gathering insight through to design and evaluation across the charity’s website and digital products. 
- Employed appropriate research techniques to identify user needs and behaviour.
- Created design mock-ups (lo-fi paper sketches to fully interactive and responsive prototypes).
- Workshop facilitation with key project members and stakeholders.
- Up-skilled staff across the organisation in user-centered design thinking & delivered bespoke training sessions.
- Streamlined operational processes, and encouraged knowledge sharing through events and show & tell sessions. 
- Selected to be part of CRUK’s 2018 Leadership Development training programme - strategic thinking, influencing, project management, digital skills, commercial decision making, resilience, coaching. 
- Co-created & presented CRUK’s monthly “Tech team podcast” 
- Managed the “Tech well-being” interest group as well as sitting on the organisation wide committees for the well-being and women’s networks.

Senior User Experience Designer

PARENTAL LEAVE COVER

Line management of 6 designers; recruitment/hiring, coaching & mentoring, resource allocation and representing the team in wider strategic decisions.

UX Design Lead

HeathWallace

HeathWallace Australia (April 2012 - October 2014) 
HeathWallace UK (May 2010 - March 2012)

Working within the global UX team in an NMA Top 10 design and build agency - providing digital solutions for the financial services industry, government and other enterprise clients. 

Responsible for coordinating & conducting user research (user interviews, expert reviews, contextual enquiries, diary studies, focus groups & co-design workshops), creating compelling information architecture (site audits, sitemaps, process flows), and simple and effective designs for both mobile and desktop interfaces (sketches, wireframes, clickable prototypes).

User Experience Consultant

Empathetic and curious Design Leader with 15+ years experience in user research, design, transformation and innovation. Committed to helping organisations improve their user-centricity and digital maturity whilst creating meaningful and useful products and services.

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