About Me
Design and transformation leader with over 20 years’ experience in Experience Design, Service Design, User Research and Customer Experience Management. I specialise in elevating design maturity, embedding user-centred ways of working, and shaping end-to-end experience strategy that drives business, customer and operational outcomes. I work closely with senior leaders to align product, design and technology functions, build capability, and integrate research and design into agile delivery at scale.
Education
University of Westminster 1998
BSc(Hons) Cognitive Science
AI, Neuroscience, Psychology, Philosophy of Mind, Psychopharmacology
XLA Institute 2025
Experience Management and XLAs Foundation
Experience Level Agreements (XLAs) and associated frameworks.
Reforge 2019
Reforge Growth Series
Growth training from the best
Pink Elephant 2024
ITIL 4 Foundations
Understanding ITIL 4, the latest iteration of the Technology standard
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.