Work & Experience
Oxford University Press (OUP) 11/11/2024 - 12/12/2025
Transformation Consultant
Designed and led design-thinking-based concept sprints to accelerate product discovery and decision-making. Standardised sprint approach, created reusable templates, and trained teams in operating the method. Developed a Strategic Portfolio Management framework to align strategic decision-making, market insight and product investment. Achievements: Reduced product development timelines by 6+ months; improved collaboration and clarity of product direction.
bp 07/05/2021 - 12/20/2024
Customer Experience Consultant
Co-developed and embedded a design maturity framework across bp’s global design ● ● ● community. Led an enterprise-scale research programme on GenAI adoption, shaping value measurement and deployment strategy. Introduced a global Voice of the Customer programme, embedding insight into governance forums to drive action. Built a customer-centricity maturity model for 1,500 IT services, including toolkit, playbook and capability uplift. Achievements: NPS +38 points in 2 years; exceeded internal design maturity targets; improved experience governance and insight-driven decision-making.
Cambridge University Press & Assessment 12/01/2020 - 07/02/2021
Customer Experience Consultant
Conducted enterprise-wide CX maturity assessment, shaped CX strategy and governance model. Established CX as a leadership priority and secured senior buy-in for long-term initiatives. Achievements: Shifted senior leadership mindset from resistance to advocacy and sponsorship of CX.
Cambridge University Press & Assessment 06/01/2020 - 11/30/2020
Lead Service Designer
Led strategic service design to define future experience and operating model for two key product lines. Scoped transformation workstreams and defined investment required to deliver. Achievements: Secured agreement to scale from a 4-week to a 12-week programme; shaped multi-million-pound transformation case.
HSBC Global Commercial Bank 11/11/2019 - 05/29/2020
Customer Experience Consultant
Led global research across 5 countries to define CX needs and inform a CX vision for the bank.
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