Feb 2022 – Oct 2025 · 3 yrs 8 mos · London, England, United Kingdom · Hybrid

• Drove a 25% increase in in-store Average Order Value (AOV)
• Led discovery and end-to-end UX design for a new shop-floor payment experience within the retail app. Identified friction across customer journeys and partnered with Product and Engineering to deliver a solution that resulted in app-based transactions averaging 25% higher than traditional till purchases.
• Led cross-functional discovery and strategic workshops
• Facilitated workshops with Product, Engineering, and Retail Ops to align on customer problems, map journeys, and prioritise opportunities. Defined a high-impact B2C in-store concept that reduced cognitive load and increased conversion, directly influencing roadmap decisions.
• Delivered enterprise UX improvements generating £40k+ monthly savings
• Owned UX research and redesign of mission-critical enterprise workflows, focusing on efficiency, scalability, and error reduction. Defined information architecture, interaction patterns, and validated solutions through iterative testing, delivering over £40,000 per month in cost savings.
• Managed and mentored a team of 3 UX designers
• Provided strategic direction, design critique, and career development support across research and interaction design. Helped mature team processes and elevate design quality through coaching and structured feedback.
• Championed and evolved design systems
• Drove adoption of Ant Design across enterprise products and contributed to the core H&B design system. Developed a hybrid design system for retail apps, blending H&B brand principles with Material Design to improve consistency and delivery speed.
• Established AI-enabled UX workflows
• Completed IxDF AI certification and embedded AI into UX research and design processes. Led weekly knowledge-sharing sessions to upskill the UX team on AI tools, prompting, and ethical use.

Aug 2018 – Jan 2022 · 3 yrs 5 mos · London, United Kingdom · Hybrid

• Led UX for global enterprise systems
• Owned the end-to-end UX process for Pinnacle’s enterprise account-management platform used across international operational teams.
• Delivered system architecture mapping, personas, journey maps, and workflow definitions to support complex cross-team processes.
• Conducted remote research and usability testing with internal users across the Philippines, Canada, Spain, and Curaçao.
• Executed comprehensive UX research and evaluation
• Performed quantitative and qualitative research, including Hotjar analysis, Google Analytics reviews, heuristic evaluations, and stakeholder interviews.
• Facilitated card sorts, Design Studio workshops, and ideation sessions to drive shared understanding and requirements alignment.
• Created and managed user testing scripts, screener surveys, and ran both in-person and remote usability testing sessions.
• Delivered high-quality interaction and product design
• Designed flows and interfaces using paper prototypes, low- to high-fidelity wireframes (Sketch), and interactive prototypes (Craft, InVision).
• Partnered closely with UI designers to redesign the responsive web casino product, validating improvements through user research and iterative usability testing.
• Ensured solutions aligned with business goals, user needs, and technical constraints across platforms.
• Created a scalable design system for enterprise tools
• Led the development of a design system supporting a suite of internal products.
• Improved design consistency, handoff quality, and delivery speed, reducing duplication and improving cross-product alignment.

Jun 2018 – Jun 2018 · 0 mo · London, United Kingdom

• Working in an agile work flow this was a two-week design sprint for the fourth project of my UX course at General Assembly. The client, Mastodon C, is a big data specialist company, working as part of a team I helped solve a UX issue around uploading and sharing big data files.
• Experience:
• UX research
• Persona Creation
• User Journey Mapping
• Creative Ideation
• Prototyping

Aug 2007 – Jan 2018 · 10 yrs 5 mos · London

• Working with the global publishing & creative services (PCS) team I am responsible for providing publisher support for the production, updating and maintenance of client and prospect presentation books and multimedia presentation materials. I work with internal business partners, whilst applying consistent company format and style, to create dynamic presentation materials. As part of my role I also help identify and troubleshoot issues associated with presentation materials, systems and processes.
• Responsibilities included:
• ▪ Review and prioritise all incoming presentations
• ▪ Triage all production and multimedia jobs
• ▪ Asses and estimate all incoming jobs
• ▪ Contact business partners to clarify any requests, request any missing files, and adjust dates as necessary
• ▪ Re-prioritise VT queue based on altered expectation, if applicable
• ▪ Assist with the facilitation of due dates, times, process, and completion of jobs as required
• ▪ Assist PCS Online users with proper submission procedures
• ▪ Update appropriate PCS/queue managers daily through verbal, instant message or email communication
• ▪ Maintain thorough knowledge of the production training manual to assist business partners, and to act as a resource for local team members
• ▪ Adhere to WMC and PCS formatting and work flow rules
• ▪ Act as primary point of contact for local business partners
• ▪ Host weekly team meeting
• ▪ Helped recruit new team members
• Software used daily in this role:
• Mac OS & Windows, Adobe InDesign, Adobe Illustrator, Adobe Photoshop, Adobe Acrobat, MS Powerpoint, MS Office, Delta Graph, Virtual Ticket, Seismic.
• Completed the CFA Claritas certificate program recently, which covers the essentials of finance, ethics, and investment roles, providing a clear understanding of the global investment industry.

Aug 2006 – Jul 2007 · 11 mos · Waltham Abbey, Essex

• I specified and set up the scanning facility at OCS's Waltham Abbey Production Centre providing a multi-customer service. In addition I supported all OCS DM's sites for design work, web site construction, report preparation and other IT activities.

Jan 2004 – Jan 2005 · 1 yr · Shepshed, Leicestershire

• Degree placement year:
• 6 months working as IT Support and assisting with the installation of a new IT IS.
• 6 months working in the design department, I redesigned and developed a new company website.
• I was awarded with the City & Guilds Licentiateship Award in Business Information Systems