BT Group - Product Designer 

2018 - present

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I have led and delivered UX and UI design for the BT Final Mile app and the wider BT Wholesale estate. I contributed to key design milestones for the redesign of the Business Portal and transformed digital experiences for various BT brands, including BT Wholesale, BT Business, BT IoT, and BT Media & Broadcast. My expertise in digital customer journeys is demonstrated through coordinating user testing, conducting user interviews, and incorporating user feedback into design decisions.

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As a UX design lead in an agile team, I conduct customer research and create user-centered digital product journeys for B2B and B2C audiences. I manage internal and external stakeholders, build relationships and trust, and collaborate with design agencies and contractors. I mentor colleagues and support the team to move forward, raise purchase orders, negotiate with stakeholders, and manage project budgets. Additionally, I create wireframes, conduct usability testing and AB testing to synthesise data and make design decisions, and participate in customer insight meetings and workshops to inform the loyalty strategy.

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Hoppa - Customer Experience Manager

2014 - 2017

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I led the rebranding effort from resorthoppa.com to hoppa.com by designing and launching a new responsive website with enhanced functionality. I managed multiple platforms, including B2C, B2B, and customer support. My responsibilities included analysing financial metrics, prioritising development tasks, gathering customer feedback, conducting A/B testing, and implementing updates. These initiatives resulted in a 3.4% increase in financial performance and product conversion rates.

 

In addition, I improved marketing effectiveness by creating engaging banner ads, collaborating with design agencies and senior management, addressing customer service issues, and enhancing user experience and accessibility.

 

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Core8 - Product Services Manager 

Mar 2012 – May 2014

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I led a remote, cross-functional team to deliver responsive and accessible websites for the customer rewards market. This included designing loyalty sites for well-known brands such as Virgin Atlantic and JetBlue. I ensured that our work adhered to UX specifications and brand guidelines while effectively managing offshore developers.

 

My responsibilities included communicating with clients and directors to build strong relationships, collaborating with Account Managers and Service Delivery teams, and influencing stakeholders to adopt best design practices. After the websites launched, I continued to manage client relationships by troubleshooting issues, addressing new feature requests, and managing stakeholder expectations..

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Hogg Robinson Group - Product Manager

Apr 2008 – Feb 2012

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I successfully led the implementation and migration of new pre-trip and post-trip product versions. I proactively engaged with Business and Sales Managers to identify sales opportunities and managed offshore developers and testers. I communicated effectively with clients and directors, designed preliminary layouts and specifications, and oversaw the development and testing teams. Additionally, I implemented an email update strategy, created a secure administration tool, documented user guides and help resources, and conducted training sessions. Throughout this process, I also managed stakeholder expectations.

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Morningstar Inc - Product Manager

Mar 2000 – Mar 2008

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I started from the ground up and gained valuable insights into data collection and storage, which helped drive an increase in site visits through innovative strategies. I successfully managed Hemscott.com and Hemscott Premium, concentrating on site design and the implementation of new features. By leveraging market research, data analysis, effective communication, and client feedback, I enhanced user experience and engagement.