A Design Leader and Consultant.
Resume
About Me
I am a customer-centric, collaborative and commercially thinking design lead with over 10 years of experience in the field of UX design. I have worked across Private, Government and Public sectors, leading and managing design teams across Service Design, User Experience Design, User Interface Design, Content Design, Accessibility and User Research.
Skills
Service Design User Experience Design User Research User Interface Design Content Design Accessibility Design Leadership Design Strategy
Work Experience
October 23 - February 24 - Contract
Head of Service Design at NHSE
Led a design team of 3 Service Designers across the Digital Transformation of Screening for the NHS, improving the Screening Services so that people live healthier, longer lives.
Focusing on the next phases of delivery whilst considering the future state of screening and the transitional states required to get there.
June 23 - August 23 - Contract
Senior Service Designer at UKHSA
Leading discovery teams and also working as a Senior Service Design as part of a multi-disciplinary squad on a GDS Discovery, preparing for Alpha phase for Measles and National Poisons Services.
Mapping clinical pathways in order to find areas for improvement, pain points and providing data and insight for the Senior Leadership team to make informed evidenced based decisions on proceeding to Alpha.
April 22-November 22
Service Design Lead at Siemens
Introducing, educating and building out Service Design and User Centred Design Thinking into the Siemens PLM Software team.
Focusing on the innovation and creation of new products and software with cloud functionality as Siemens transform from Desktop towards cloud based solutions.
January 22 - March 22
Interim Head of Design - EE (BT GROUP)
Leading a team of Content Designers and Product Designers working along side Researchers, Service Designers and Accessibility Specialists who were focused on Customer Identity creation, management and closure as part of a move from a Telco to a Techco.
The role ensured that the brand change from BT to EE was as frictionless, understandable and beneficial to the BT, EE and PlusNet consumer customers.
August 21 - February 22
Service Design Manger - EE
Managing a team of 8 Service designers ensuring that work with measurable customer and business value is delivered.
Ensuring digital has the mindset, language, tools, standards and people needed to collaborate and be user-centered and that the wider business sees value and is excited about a customer-centric approach seeking service design input and collaboration.
May 2020 - January 22
Senior Service Designer - EE
Responsible for the framing, delivery, on-going success and continual improvement of our products and services. Influencing and mentoring others and working closely with designers, user researchers and product owners to ensure we are aligned around and continuously improving excellent end-to-end journeys.
Setting direction, assuring the quality of design delivery across teams and leading multiple and highly complex services. Working with colleagues across Consumer Digital and beyond being part of a team who develop excellent services for BT, EE and PlusNet
July 2019 - May 2020
Specialist Product Designer - EE
Leading product designers across the EE Sales Alliance and related guilds and supporting the Senior Product Design Manager, I am accountable for crafting digital product experiences that meet not only customer / user needs but business needs also.
In my role I am a confident voice of our customers , relentlessly chasing needs based innovation and producing world class quality experiences. Responsible for ensuring our customers can reach their goals easily and in a simplified way with minimal friction so to ensure commercial benefit.
June 2017 - July 2019
Lead Product Designer - EE
Lead UX design on major projects within the focus area for all initiatives across the digital channels, translating user (and business)requirements into compelling interactive journeys.
Using industry research, brand studies, digital trends, design audits and gap analysis in order to develop strategies and implement these in EE’s digital channels.
Defining how EE create, deliver and govern measurable, simple and useful, journeys across our web, mobile and social channels. But also, working closely with the wider digital team and EE’s other channels to create a seamless experience across different channels for EE's customers.
October 2016 - June 2017
User Experience Designer - Jet2
Championing a user centered approach, responsible for optimising the end to end user experience for our visitors across multiple platforms. Leading the design team in identifying, analysing and creating market leading experiences for both Jet2.com and Jet2holidays.
Working within our busy Marketing department, collaborating effectively with business and technical Teams and am at home with balancing business requirements with what is right for our end users, and effectively deliver measured improvements to our sites.
Education
2008 - 2011
Bachelor of Arts in Graphic Design
University of Cumbria, Carlisle
2016
Planning & Managing Market Research
Emerald Publishing
2017
Innovation and Creative Thinking
Outshine Innovation
2017
Usability Testing
Webcredible
2017
Presentation and Facilitation Skills
Everything Everywhere
2024
Distilled
Team Topologies
2024
Effective Enabling Teams
Team Topologies
Interests
In my downtime, I'm just a regular parent trying to navigate bedtime negotiations, cook up some decent meals, and enjoy simple outings with the family. No Michelin stars here – just a genuine love for sports, parenting, and discovering new places to eat. It's a humble act with a family-sized supporting cast!