N Brown Group

Director of Digital Product

Head of Product

FMIC Digital Consultants Ltd

Director

Bollington Wilson Group Ltd

Digital Consultant (Interim)

Think Money Group

Responsible for digital acquisition for thinkmoney using a multi-disciplinary team across the TMG digital products.
Role comprised the marketing strategy and planning, focusing on acquisition and delivering value to the business and its customers. Development of activities to support growth and retain customers, via the improvement and optimisation of the user experience (UX) -  from digital marketing, onboarding and CRM.
Driving change using data to inform decision making and drive improvements, creating a high quality UX. Transforming the business in ways of working more effectively.

Digital Director

The Co-operative Bank plc

Responsible for the digital business and its performance across customer acquisition and customer experience (service). 
The role covered two main areas:
1.	Customer Acquisition
Definition and execution of the digital marketing strategy and planning (bought, owned and earned),  channel mix and the overall optimisation of this activity. Responsible for digital trading across all products.
This process also included the improvement of the user experience (UX) of the full digital offering in order to increase conversion of the customer journeys across the banks' digital ecosystem (Co-operative Bank and Smile websites, (secure) internet banking and mobile apps). 
Additionally, ownership of the digital analytics function to drive overall performance using accurate data analysis and UX best practice. 
2.	Digital Customer Experience
Development of an effective team and a customer and colleague feedback mechanism in order to measure (Net Promoter Score(NPS)) and improve customer experience via banks digital offering.  
The role requires the development and creation of the digital team and work ethic to ensure the business moves to a “digital first” outlook.
Responsible for a multi-disciplinary team of c.35.
Delivered double digit year on year growth, record current account acquisition and a share of sales increase that has shown treble digit growth. Additionally, NPS improved within the digital channels by c.500%. 
All of these activities fed into or assisted the digital transformation of the business.

Head of Digital - Performance

Phones4u

Responsible for the design and optimisation of the Phones4U websites (both Phones4U and Dialaphone). Strategic development of the sites user experience (UX) and customer journeys based on UI principles, data and analysis in line with the core aims of the business. Management and planning of the MVT roadmap. Recruited and built the web team for optimisation and analytics. Working with IT and the business to transform to be more digitally focused in line with changing customer needs.
Product owner of all web projects overseeing them and defining the development priorities and ultimately their impact upon the overall customer experience. This included the full re-platform to Hybris which resulted in a treble digit increase in conversion rates and the highest conversion rates in the industry.
Directly responsible for a team of 10 staff with an additional team of 12 developers.
A clear appreciation and understanding of CRO, online marketing techniques, as well as usability best practice have been crucial in measuring and optimising the impact of implemented changes and promotions. 
Sourcing opportunities and generating ideas for the business across all elements of eCommerce (including new site functionality, site enhancements and process improvements) is also an important part of my role, in order to maximise our returns and deliver the expected customer experience in a fast-paced and highly competitive market.

Head of Product Development - Digital UX and Optimisation

Moneysupermarket.com

Product development of the money vertical, incorporating credit cards, savings, loans, mortgages and other money products.
Optimisation of the site to ensure that the customer journey and customer needs are met by all site developments and that this also results in a revenue generation for the organisation.  Optimisation included responsibility for the roadmap for AB and MVT and customer (user) testing. 
Product ownership of the credit cards channel re-development  from user testing, prototyping, 
design and delivery which the remainder of the site has since been based upon due to its success.
Development of the first MVT roadmaps and execution at MoneySupermarket, delivering insights that drove double digit conversion growth.
Competitor environment analysis and web developments.

Customer Experience Manager

Leadership of the business analysis function in terms of :
Web UI analysis and site optimisation
User Experience (UX)
Business Change
Business Transformation
Business Analysis
Team Leadership
Strategy Development
Product Owner
MVT and AB testing

Lead Business Analyst

Bupa

Business Analyst for full project lifecyle activities, incorporating project initiation, project proposal, business case, stakeholder analysis and management, workshop management and facilitation, business process modelling, requirements gathering and management, business requirements specification and functional specification. This role also involved some elements of project management and team/project leadership.

Senior Business Analyst

Northgate Information Solutions

CRM Consultancy and implementation of the FrontOffice CRM solution

CRM Implementation Consultant

Vertex Data Science

Business Analyst

Digital Product|ecommerce|UX

A highly focused individual with the ability to operate at both tactical and strategic levels in order to deliver results. Comprehensive experience in the digital sector coupled with excellent analytical and organisational skills. An experienced creator and leader of teams to drive performance. Passionate and focused on the full customer journey, creating digital products and digital touchpoints to ensure better customer experiences resulting in increased conversion. 
Specialties: ecommerce, user experience (UX), conversion rate optimisation (CRO), product development, product management, customer experience, customer management, conversion management, agile product owner, business strategy, customer engagement, web design, business change, business analysis, consultancy, CRM, web analytics, multi-channel retail, customer journey, site optimisation, customer conversion, MVT, complex digital projects

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