ROCK INSURANCE
Product Operating Model | Product Management
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
OPEN BANKING
Product Strategy
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
FIDELITY DIGITAL EXPERIENCE
Agile Delivery | Experience Platform | Product Management
Fidelity International, a leading global wealth management and retirement services provider supporting 1 million pension members and 5k+ employer schemes in the UK.
- Established multiple agile delivery teams to support Fidelity Experience Programme initiatives
- Principal connsultant, delivering multiple journeys including Account Management, Beneficiaries Management, Lifetime ISA, Digital Advice and Electronic Document Management
- Implementation of new CMS platform (Django) to support front end experience
- Improved time to market for new products with 40% reduction in delivery times
- Operational efficiencies with new CMS platform and API driven architecture
HSBC DIGITAL TRANSFORMATION
Agile Delivery | Product Management | Design
HSBC Digital Transformation for Corporates, a £300m programme with the aim to modernise HSBC’s global corporate portal, HSBCnet.
- Digital product 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
HSBC – CUSTOMER EXPERIENCE & SALES DEVELOPMENT
Service Design
HSBC Customer Experience & Sales Development – embedding Service Design across corporate banking programmes to improve end-to-end customer journeys and frontline selling capability.
- Developed the Service Design strategy for back stage elements and translation of front stage design to people, process and technology
- Strengthened alignment between CX goals and platform investments
- Developed business capability mapping across business functions to enabling mapping front stage and back stage elements
- Conducted service design blueprinting for customer onboarding journey
TUI
Agile Delivery | Product Management | Design
TUI is the world’s leading multinational leisure, travel, and tourism company and this engagement set up it’s Web Centre of Excellence in Stockholm and Berlin
- Digital Business Strategist on defining the customer lifecycle, personas and journeys for holidaymakers
- Product Owner following successful delivery of strategic concepts and establishment of business and technical capabilities to building a core product used by all European source markets
- Delivery of state of art concepts supported by business and technical capabilities across 8 European source markets
- Delivery of travel/holiday as-is and to-be capability model
- CMS lead for Nordics delivery including programme roadmap and planning
- Owner of the core CMS product (Hybris) across all source markets
- Management of offshore delivery team
- Engagement modelling of Centre of Excellence with source markets
HCA
Digital Transformation | Target Operating Modelling
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 digital 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
LOREAL
Digital Transformation | Change Management
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
MIRAL – YAS ISLAND
Digital Transformation | Experience Platform
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 teams
BRITISH GAS – CENTRICA
Agile Delivery | Product | Business Analysis
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
NHS PENSIONS PORTAL
Digital Transformation | Design | Business Case
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
VODAFONE
Business Analysis Managed Service
Led the business analysis and product definition on high profile projects such as BlackBerry, iPhone, iPad/Tablet Tariffs, VF VIP, VF mCare / Call Intercept and in particular, introducing the highly successful contextual marketing ‘FreeBees’ product.
- Business Analyst lead to bring several high profile and key propositions to market
- Developing Customer Journeys, Business Requirements Specifications, Process Mapping from as-is to to-be and Benefits realisation
- Extensive Stakeholder Management, Workshops, Interview sessions and liaison with Vodafone Directorate and Senior Management
- Provided guidance and business consulting expertise to improve current Vodafone business analysis practices
- Support of new or existing proposition change management, including change readiness assessment, defining roles and responsibilities with supplier/partners, developing transformation maps and change plans.
BARCLAYS – LITTLE BOOK OF WONDERS
Business Analysis | Content Management
Little Book of Wonders, a portal created to offer Barclays High Net worth individuals exclusive events, experiences and insights from Barclays and partners.
- Agile delivery via development squads
- Design and delivery of portal underpinned by Adobe Experience Management
- Private Banker International (PBI) award
