Jan 2024 – Dec 2025 · 1 yr 11 mos · Remote

• If, like millions of people, you have taken a TestGorilla assessment, you've experienced my team's work first-hand.
• The test taking experience is the spine of the business, handling the largest user volume of all squads by a wide margin.
• At TestGorilla I have
• Significantly boosted conversion rates on core user flows
• Turned product quality around and delivered significant technical improvements and reliability increases for test takers, going from bug-ridden to reliable and scalable
• Matured ways of working in the team, enabling team to collaborate faster, deliver higher quality work, and adopt AI in a safe environment, while working on meaty objectives
• Set and implemented TestGorilla's approach on cheating prevention with a pragmatic stance that doesn't fall for hype and the AI arms race, but that offers a sensible middle ground which is both fair on candidates and reassuring to employers.

Jan 2023 – Dec 2023 · 11 mos · Hybrid

• Back in early 2023, GenAI was full of promises, and business leaders were flying in blind. They wanted to use it, but simply couldn't understand 'real world' applications. So I partnered up with my CTO and we built and sold the UK's very first GenAI training programme for business leaders.
• In the 'day job' I owned the products in the Bootcamps vertical, with partners such as The Department for Education, Shell, and BT, enabling thousands of learners to unlock the next stage in their career, transitioning into a career in either Data or Digital Marketing.
• From Product Design to Product-Market Fit, to lesson design and operational delivery of the product (I delivered dozens upon dozens of hours of content as an SME), I rolled-up my sleeves and worked to unlock better outcomes for both sponsoring partners and learners.

Aug 2022 – Jan 2023 · 5 mos · Hybrid

Jun 2021 – Aug 2022 · 1 yr 2 mos · Hybrid

• Setting up a customer insights capability within Avado, with a mix of primary and secondary, internal and panel-based research to better inform company strategy and product roadmap.

Nov 2019 – Jun 2021 · 1 yr 7 mos

Oct 2018 – Present · 7 yrs 8 mos

• I've found that people can be utterly brilliant at their job and still not get the roles (and pay) they deserve without months of uncertainty.
• Working with me, they grab the missing piece of the puzzle, and accelerate their careers, landing a new job, a promotion, or setting off on their own.
• I've worked with thousands of people, hundreds of them one-to-one. The one running thread is that they have all it takes to get their next job, they just don't know how to navigate it, which is where I come in.
• Investing in yourself is the single best ROI out there.
• You deserve more, and you can get it.
• If this resonates, let's talk.

Jul 2018 – Nov 2019 · 1 yr 4 mos · Leeds, United Kingdom

• Product Owner for the Customer Experience insights programme
• Designed and implemented a state of the art Voice of Customer programme from the ground-up and embedded into the business culture and decision-making.
• Inherited and turned around an under-delivering Root Cause Analysis team

Apr 2017 – Apr 2018 · 1 yr · Morley, West Yorkshire, United Kingdom

• Hermes (now Evri) knew they wanted to listen to their customers, but couldn't figure it out. So they brought me in to own that whole programme.
• In a matter of months, I upgraded their analytics to cover all touchpoints, gave surveys a revamp to enrich the insight captured and enabled the business to capture & report on insights never seen before - including CX's impact on their and their clients' businesses.
• Through my actions, the business has also
• quantified the financial impact on customer who chose to ship with Evri
• turned around their digital reputation, more than doubling their Google Reviews scores in less than 8 weeks
• created a community of over 100 volunteers 'champions' from all over the business, who gather to work together on a customer experience change agenda on top of their day job - delivering bottom-up improvements
• built a strong CX team with the right skills to make the most of the state-of-the-art VoC programme I envisioned for them.

Aug 2016 – Apr 2017 · 8 mos

• Promoted to a Senior role to provide more strategic guidance to clients as well as KPGM partnerships in other countries, including Italy, Denmark and Slovakia.
• Co-delivered the first report on B2B CX typology by a UK-based consultancy.

Oct 2015 – Jul 2016 · 9 mos

• I partnered with a portfolio of clients to analyse and understand their customer experiences around their businesses and help them spot and prioritize re-mediating actions.
• Frequently participated to the advancement of the company's best practice strategy, writing thought pieces as well as contributing content to our ranking of leading CX brands.