Product Mindset

Portfolio

My Journey

Background

Passionate about blending creativity with data-driven decisions.

With over two decades in Digital Transformation and Product Management, I have helped both public and private organisations drive digital, data and product innovation.

  • Delivery of digital transformation programmes across Europe and Middle East
  • Product strategy and delivery specialism entailing visioning, proposition design, business case development, delivery and continuous improvement.  
  • Capability building & coaching on agile transformation, product management, business analysis, change management and service design.
 

Director

Product Mindset

2026

Product Consultant

Aegon UK

2025

Programme Owner, Digital Transformation

ROCK Insurance

2023 – 2025

Head of Consulting & Product

Eliga Services

2020 – 2023

Consultant (Transformation and Service Design)

HSBC

2017-2020

Associate Director – Product Consulting

Publicis Sapient

2011 – 2017

Senior Management Consultant

Detica Consulting / BAE Systems

2007 – 2011

Recent Projects

Travel insurance product operating model

Product Operating Model

ROCK Insurance 

An insurance platform and fulfillment specialist that enables other brands such as Tesco to offer Travel insurance and gadget/affinity cover.

 

  • Created and embedded a product-led operating model, restructuring delivery teams into 8 agile squads focused on end-to-end customer journeys

  • Established a Centre of Excellence to drive consistent delivery standards, product metrics, and discovery practices across the organisation

  • Led insurance customer journey improvements across direct and aggregators including cross selling, up selling of add-ons as well as redefining the customer renewal and retention journeys, resulting in 12% YoY improvement in customer retention

  • Led the migration of CRM platform to Salesforce, pricing (Earnix), and payments systems, improving uplift by 22% due to personalisation, allowing dynamic pricing and reducing payment errors by 20% respectively

Product Strategy

Open Banking

A new payments and data platform built atop open banking capabilities, with a more human, less jargon-heavy offering to businesses.

 

  • Crafted a compelling value proposition emphasising lower transaction fees (up to 70% vs card payments), instant settlement, and actionable financial insights from real-time transaction data

  • Positioned brand as a platform that democratises open banking — making it usable and valuable for SMEs traditionally underserved by fintech

  • Delivered early traction through partnerships with payment providers and accounting platforms, and achieved strong customer engagement metrics due to the platform’s intuitive UX and clear messaging

Digital Transformation, Corporate Banking

HSBC

HSBC Digital Transformation for Corporates, a £300m programme with the aim to modernise HSBC’s global corporate portal, HSBCnet.

 

 

  • Digital business consultant responsible delivering new experience led journeys including Payments, Entitlements, Account Management and Onboarding

  • Embedded improved agile ways of working between Design and Tech – introduced new methods and lightweight governance to speed up delivery

  • New, streamlined UI and simplified account set up, resulting in shortening user entitlements from days to hours and improving NPS scores

Digital Transformation | Product Operating Model

Healthcare Corporation of America

HCA Healthcare UK is a leading private healthcare provider in the UK, operating a network of hospitals and clinics across the UK. This engagement defined the 5 star patient experience, consolidated HCA’s digital ecosystem and established a product operating model.

 

 

  • Led the Business Consulting team to assess the HCA’s current digital maturity leading to a new operating model and change plan

  • Conducted current state digital maturity assessment

  • Developed To Be operating Model

  • Developed Organisational structure and governance to maintain all digital assets across hospitals and clinics

Digital Transformation | Change Management

LOreal

Implementation of an asset management platform (Opera) that brings together all of the brand’s assets and product information in one place.

 

  • Led the Discovery phase of Opera Programme 

  • Partnered with senior stakeholders across multiple brands and regions to identify key user needs, pain points and operational inefficiencies

  • Developed a unified business strategy and roadmap aligning global brand objectives and local market requirements

  • Defined target operating models and governance structures to support consistent asset management and product data standards

  • Created and executed change management plan, ensuring adoption and engagement across global teams

Digital Transformation & Experience Platform

Miral – Yas Island

Miral is an Abu Dhabi-based company that designs, develops, and manages leisure, entertainment, and cultural destinations including Ferrari World, Warner Brothers, Yas Water World etc.

 

  • Led the Discovery phase to define the future vision for the visitor and holiday experience on Yas Island

  • Defined the customer journeys, personas and full customer lifecycle to drive the experience platform and data needs

  • Defined the target operating model spanning people, process, technology to support an end to end visitor experience platform (CMS +CRM+ Data) for Miral

  • Built the product strategy and roadmap for a new customer experience platform covering both brand site and portal ecosystems, aligned to agile delivery principles

  • Acted as the Product lead for the implementation stage, translating vision and requirements into backlog, prioritising features, managing sprint delivery and aligning UX/Tech team

Product Management

British Gas / Centrica

Redesign of British Gas App with a simplified and improved customer experience, while enabling a choice of new products and services. 

 

  • Setup of agile delivery team and approach of ideation to delivery

  • Business Analysis / Product lead to define vision, KPIs, Design considerations, requirements and delivery via agile squad

  • Ideation to delivery of new app design in 82 days, focusing key service design sprints on the customer, challenging existing processes and addressing more than 200 pain points

  • Processing of £20 million in card payments, 110,000 pay-as-you-go top-ups for meter-users, and more than 20,000 tariff changes, enabling customers to get the best deal for their needs

  • Winner of Best Mobile, The Drum Marketing Awards

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Digital Transformation

NHS Business Services Authority

The NHS Business Services Authority (NHS BSA) is the national provider of business and transaction services to the NHS and health & social care system in England, processing over £100 billion of NHS spend annually. This objective of this enagagement was to deliver the business case, delivery and implemention of a new NHS pensions Portal.

  • Led a team of business consultants to delivery multiple 5 case and outline business cases including the primary business case for Pensions Portal

  • Award for Discovery and Implementation of Pensions Portal redesign project

  • Lead for Discovery phase of Pensions portal defining customer journeys, personas (employee and employer) and technical solution

  • Enabling 616k+ members to self‑serve and reducing contact‑centre demand by millions of member interactions