Duncan
About Me
Certified Product Leader (CSPO | AgilePM) who rolls up sleeves to build, launch, and scale services for millions of users. Consistently drives products from inception to live in high-volume, compliance-critical settings. With deep technical fluency and a data-first mindset, this hands-on leader mobilises cross-functional squads, cuts through ambiguity, and iterates at pace—owning every stage of the lifecycle, from roadmap and rapid prototyping to build, deployment, and continuous optimisation. Skilled at turning complex stakeholder requirements into decisive action, they turn tough challenges into hard, measurable gains for users and the organisation.
Education
University of Hull 1994
Msc Electronic Engineering
Electronic engineering, specialising in computer software, head-up display (HUD), and firmware and software integration.
Work & Experience
SSE Energy Business Solutions
LEAD PRODUCT MANAGER
I established a new CRM system (billing/ financial) across multiple sites and business units, driving engagement and retention and shaping the product strategy, including the data platform and mobile apps. Key Achievements: • Built a GenAI-powered LLM solution for backlog management, improving support resolution time by 15%, and established an AI ethics governance forum. • Initiated product discovery sessions, building a robust understanding of the need and desirability of new capability following a best-practice user-centred design approach. • Implemented a scalable product operating model, supporting rapid, iterative development through dual-track agile, cross-functional, multidisciplinary agile squad alignment, and customer feedback loops. • Partnered with engineering and architecture, ensuring the platform’s technical scalability to service a high data volume cloud-native architecture. • Spearheaded the delivery of a SaaS value-driven product roadmap, prioritised and aligned with stakeholder goals, compliance requirements, and customer needs.
Shell Incubator Hub
LEAD PRODUCT MANAGER
Led the end-to-end product strategy for a mobile AI-driven energy consumption platform, from concept to global launch. Applied continuous discovery techniques, including user interviews and hypothesis testing, to shape a scalable B2C solution that supported large asset purchases by consumers. Key Achievements: • Created and owned the AI product delivery roadmap across the full lifecycle — from inception/ MVP definition to go-to-market execution. • Integrated GenAI, LLMs, and computer vision into the product, improving the customer experience by delivering intelligent consumption insights. • Facilitated cross-functional alignment to deliver rapid iterations based on user research insights. • Embedded product analytics tracking usage, informing the roadmap through data-driven decisions. • Introduced a RICE framework to prioritise backlog items and guided experimentation through A/B testing and iterative validation loops. • Delivered the integration of software and firmware for an AI-driven energy consumption platform, ensuring seamless operation and user experience. • Increased customer engagement with their sustainable energy consumption, providing knowledge for informed action through the use of an LLM knowledge base, improving operational maturity. • Mentored/ coached other PMs, encouraging best practice product and Agile approaches.
UK Gov. (Money and Pensions Service)
LEAD PRODUCT OWNER
Led the product delivery of the UK’s national Pensions Dashboard — a high-impact, high volume, government-backed digital initiative designed to centralise pension access for over 40 million users and reclaim approximately £14 billion in unclaimed pensions. Drove cross-functional alignment in a high-stakes, politically sensitive environment. Key Achievements: • Applied user research and usability testing to optimise identity verification and onboarding workflows, ensuring inclusivity and accessibility for all UK pension holders. • Orchestrated end-to-end delivery using agile delivery methods (Scrum, Jira), embedding continuous discovery and rapid iteration within a regulated ecosystem. • Owned the product backlog, prioritising features (value vs. effort model) to support regulatory compliance and critical user journeys under tight timelines. • Partnered with policy, legal, and technology stakeholders to embed compliance-by-design across security (Gov.UK Verify), data governance (GDPR), and auditability requirements. • Contributed to the platform’s GDS (Government Digital Service) assessment readiness by aligning discovery and alpha outputs with public-sector digital standards.
Allocate Software
GLOBAL PRODUCT MANAGER:
Owned the product strategy and execution for a B2B SaaS Human Capital Management (HCM) platform serving over 1.4 million healthcare professionals globally. Directed a team of product managers, aligning cross-functional squads to scale and unify the product suite under a common platform vision. Key Achievements: • Proactively developed a new AI product for the NHS, improving portering services, increasing NPS and patient outcomes with estimated £2Mil p.a. ops savings. • Defined and executed a multi-product roadmap using OKRs and portfolio management principles, leading to £10M ARR growth and an expanded TAM across healthcare markets. • Unified fragmented legacy systems under a single, scalable product framework using platform thinking, enabling faster feature reuse and consistent UX across markets. • Led continuous discovery efforts through customer interviews, usage data analysis, and Voice of the Customer (VoC) loops to shape prioritisation and feature development. • Embedded product analytics via Tableau dashboards to support data-informed decisions.
Esure
PRODUCT MANAGER:
Led the product strategy and execution for Esure’s self-service mobile and web platforms as part of a broader digital transformation initiative in the insurance space. Focused on increasing operational efficiency, improving customer satisfaction, and enabling digital self-service at scale. Key Achievements: • Defined and delivered a value-driven MVP, aligning capabilities/ customer pain points and business priorities to accelerate time-to-value. • Implemented a new AI chatbot, improving responses to consumer enquiries, making them more relevant and quicker. • Developed and maintained a robust product backlog using Jira, applying agile delivery methods to release frequent, high-impact product iterations.
Bupa Global Health Care Insurance
GLOBAL PRODUCT MANAGER:
Led the development and global rollout of customisable digital self-service platforms tailored to high-net-worth individuals, brokers, and enterprise clients across complex, multi-market environments. Key Achievements: • Defined and launched new self-service web products across multiple international regions, aligned to local regulatory requirements WCAG and customer expectations. • Collaborated with design, engineering, and commercial teams to implement a modular product architecture, enabling market-specific configuration with scalable core capabilities.
Allianz Insurance
CUSTOMER EXPERIENCE MANAGER:
Led the digital self-service adoption, increased cross-sell opportunities, and improved the end-to-end policyholder experience. Operated at the intersection of product, UX, and commercial performance within a highly competitive insurance market. Key Achievements: • Owned the digital customer journey across core insurance products (motor and home), delivering frictionless self-service capabilities that drove significant adoption and customer satisfaction. • Launched an intuitive e-commerce platform using SAFE Agile methodology, resulting in a click-to-sale (CTS) rate of 35–42% and securing the highest online conversion rate on Go Compare. • Applied A/B testing and funnel analysis to identify and resolve drop-off points, improving conversion metrics and policy completion rates.
E.On Energy UK
MANAGER DIGITAL CUSTOMER EXPERIENCE
Led the digital transformation of E.ON UK’s customer experience, delivering innovative web and mobile products that enhanced self-service adoption, reduced operational costs, and drove revenue growth. Key Achievements: • Applied propensity modelling and behavioural analytics to close the loop between digital activity and offline outcomes, improving conversion attribution and marketing effectiveness. • Created a board-approved comprehensive self-service strategy for web and mobile channels, including a Help & Support journey, significantly reducing inbound support volumes.
British Gas
SENIOR DIGITAL EXPERIENCE MANAGER
Led the cross-functional product effort behind British Gas’s first IoT solution. Key Achievements: • Delivered the end-to-end development of the Hive mobile app experience, aligning product, UX, and engineering teams to ensure a seamless, omni-channel customer journey.
Portfolio
