Mar 2024 – Feb 2025 · 11 mos · Greater London, England, United Kingdom

• Owned end-to-end CRM funnel development across commercial and operational teams for a publicly listed UK fintech. Worked with multiple teams to launch regulated products from concept to live.
• Additionally, launched features that directly improved customer acquisition, onboarding efficiency, and experience. Partnered with FinCrime and Legal to improve compliance and strengthen fraud detection via advanced ID&V and screening workflows.
• Delivered solutions leveraging Salesforce, DocuSign, and a proprietary decisioning platform integrated with core business systems to support scalable growth.

Oct 2022 – Mar 2024 · 1 yr 5 mos

• Engagement Manager in a Big 4 consultancy leading technology transformation initiatives for global clients in the Oil & Gas, Industrial Manufacturing, and CPG sectors. Drove end-to-end delivery of front-office modernisation programmes, aligning business and technology strategies to unlock revenue growth and operational efficiency.
• Worked directly with executive leadership teams to define CRM, ERP, and digital commerce strategies using platforms such as Microsoft Dynamics, Salesforce, Stibo, and Salsify.
• Partnered with firm leadership to secure new business — developing RFP responses, solution demos, and commercial proposals that contributed to successful client wins.

Jan 2022 – Oct 2022 · 9 mos

• I joined the Digital Customer transformation practice at a Big 4 Consultancy.
• I led a project team with a global oil & gas organisation to map out To-Be customer journeys to help identify new products, services, revenue pools and emerging technologies that can support the client’s transition towards Net Zero.
• I have worked with internal development teams to develop an account management tool (Microsoft Dynamics) for global organisations to drive customer value and account growth.
• I worked as a bid manager to co-ordinate the response across multiple teams for a multi-year transformation programme

Apr 2018 – Jan 2022 · 3 yrs 9 mos

• As part of this role, I led a team of analysts to drive CX improvements across the organisation through customer journey analysis, journey mapping and insight led process transformation.
• I worked with the senior executive team to define the CX strategy as part of which we identified customer archetypes, defined segmentation and created targeted service strategy for individual customers groups to drive better experience while minimising costs.
• I was the product owner for customer facing technologies such as CRM (Salesforce) and Voice of the Customer VOC platform (Rant and Rave), working with internal IT and external partners to successfully launch new features that improved customer experience and created operational efficiencies

Feb 2017 – Apr 2018 · 1 yr 2 mos

• As part of this role, I owned the optimisation of all contact channels within a Contact Centre environment covering voice, text and digital.
• I acted as the Product owner and successfully implemented improvements across the CRM (Salesforce), VoIP telephony (Odigo), automated voice payment system (Odigo), mobile servicing apps (Andoid and IOS), customer facing website and online portal (Salesforce).
• I successfully implemented channel shift strategies to move traffic to self-serve channels, driving operational efficiencies while providing award winning omni-channel Customer Experience.

Feb 2016 – Feb 2017 · 1 yr

• I worked as a product owner in a multi-year contact centre digital transformation programme, designing the core digital customer journeys,business case and implementation roadmap.
• I led a team of engineers to successfully launch multiple contact centre technologies including chat bot, web chat, PCI DSS voice payments, IVR, VoIP integrated with the CRM (Salesforce) and WFM.

Jan 2015 – Jan 2016 · 1 yr

• I worked as a Lean Six Sigma practitioner as part of a multi-year org redesign programme leading process transformation across Contact Center and Credit Management teams. I have successfully led the redesign of L1 to L4 processes to support a new Target Operating Model (TOM)

Nov 2013 – Jan 2015 · 1 yr 2 mos

• Building quality frameworks, processes and scorecards to monitor the quality of service across 200 seats Contact Centre

Jun 2012 – Nov 2013 · 1 yr 5 mos

May 2017 – Apr 2022 · 4 yrs 11 mos · Edinburgh

• Co-founded a B2B SaaS startup utilising AI and Computer Vision algorithms that enable fashion retailers to make clothing size recommendations to their customers in order to minimise online returns and improve the customer experience.
• As part of my role I managed P&L, sales, customer service, product vision and design, gaining valuable experience across all aspects of running a business.

Sep 2009 – May 2010 · 8 mos