Defenza - Staff Product Designer 

July 2025 - Present

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The new AI-powered cybersecurity firm delivers enterprise-grade protection for digital identities, home networks, and personal devices with professional concierge support. For this, I carried out an audit of the security platform and then a UX overhaul, where I helped define product strategy, working very closely with the founders and cross-functional team.

 

I designed an accessible, scalable interface and defined user journeys so that people could feel in control of their digital safety.

​Design and content patterns were introduced so to enhance usability and accessibility so to foster trust with the service that is provided. I created a modular design system in Figma that was created for this purpose, using third-party components to simplify very complex security processes and, at the same time, keep within agile timelines and help their branding standards.

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BT Group - Product Designer 

Dec 2018 - June 2025

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BT Final Mile app and the larger BT Wholesale estate are part of what I lead and create UX, UI design for. Major design milestones in the redesign of the Business Portal also belong to me; meanwhile, I'm digitally transforming quite a few brands-under-roof such as BT Wholesale, BT Business, BT IoT, and BT Media & Broadcast. This makes me great at digital customer journeys because I can prove it by setting up testing with users, talking to them, and including their feedback in my design decisions.

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I conduct customer research and create user-centred digital product journeys for B2B and B2C audiences as UX design lead within an agile team, working with contractors, agency stakeholders internal and external to the business while building relationships and trust. I also inspire the team by helping raise the bar across project budget management, raising purchase orders, negotiating with stakeholders and mentoring colleagues. I help synthesise data to make design decisions by creating wireframes and carrying out AB and usability testing as well as participating in customer insight workshops and meetings that help define the loyalty strategy.

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Hoppa - Customer Experience Manager

May 2014 - Dec 2017

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I managed the rebranding process from resorthoppa.com to hoppa.com by building and rolling out a new responsive site with enhanced features. I managed multiple platforms, which included B2B, B2C, and customer service. My responsibilities included analysing financial metrics, prioritising development tasks, gathering customer feedback, performing A/B tests as well as carrying out updates. These activities led to a 3.4% improvement in both financial performance and product conversion rates.

I created attractive banner ads, collaborated with top management and design companies, solved client service issues as well as added ease of use and user experience to make my marketing more effective.

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Core8 - Product Services Manager 

Mar 2012 – May 2014

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I led a remote, cross-disciplinary team to deliver accessible and responsive websites for the customer rewards market. This included building loyalty sites for household names such as Virgin Atlantic and JetBlue. I have successfully controlled offshore developers while ensuring our work sits within brand guidelines and UX specifications.

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I developed great client and director liaisons, plus account managers and service delivery people, convincing stakeholders to adopt best design practices. I continued maintaining client relationship management post-go-live of the websites by troubleshooting issues as well as fulfilling enhancement requests and managing stakeholder expectations.

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AmEx Global Business Travel – Product Manager

Apr 2008 – Feb 2012

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Directed the successful implementation and migration of new pre- and post-trip product versions. Managed offshore developers and testers while working with business and sales managers to discover sales opportunities. Testing teams were managed, draft layouts and specifications were created, andgood interaction with clients and directors was maintained. Trained users created a safe admin tool, wrote user manuals and help files, plus implemented an email update plan. Alongside this process, stakeholder expectations were managed.

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Morningstar Inc - Product Manager

Mar 2000 – Mar 2008

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I started from the ground up and learnt many aspects of data collection and data retention, which eventually developed into creative means of how to drive site traffic. I took a concentration on the design of the sites plus feature additions managed successfully to run Hemscott.com and Hemscott Premium. Market research, analysis of data received with clear articulation plus feedback from customers helped me enhance user experience as well as user engagement.