About me

I am passionate about driving positive change through actionable insights and have a proven track record of improving customer experiences across diverse sectors and global audiences. Adept at leveraging both qualitative and quantitative research methods to inform strategy. I excel in fostering collaboration with stakeholders and delivering impactful, user-centred solutions.

Leveraging my coaching skills and knowledge, I empower colleagues and clients to create enjoyable experiences for customers’ products and services.

Digital Wonderlab
Head of UX · Jun 2019 - Present

Led and mentored a high-performing UX team, fostering growth and enabling them to run workshops and navigate sensitive user testing conversations.
Doubled traffic and boosted user confidence for BANES Carers’ Centre by transforming wireframes into tested prototypes, enabling 500+ carers to self-serve on the website within three months, eliminating manual processes.
Developed a research strategy for Ayvens (LeasePlan), using user testing to help customers understand EVs, contributing to their award-winning Corporate & Business Comms campaign.
Built strong client relationships with cross-functional teams, serving as LeasePlan’s CX specialist to enhance B2C and B2B experiences across the organisation.
Developed and executed research strategies, including usability testing, accessibility audits, and stakeholder workshops, to uncover user needs, drive design improvements and create positive experiences.
Be the UX lead with Great Western Credit Union for 5+ years to digitise the customer lifecycle, cutting loan processing from 9 to 1 day. Optimised conversions and enhanced CX and CRM processes for greater efficiency.

Skills

Design
Information architecture, Interaction design, User research, Usability testing, Wireframes, Task flows, Competitive analysis, Heuristic analysis, Card sorting, Prototyping, Project Management, Product owner

Collaboration
Self-starter, Communicative, Team player, Detail-oriented

Design tools
Figma, Adobe Creative Suite, Axure, Miro, Umbraco