Manage a small team with full ownership of the digital B2C, B2B and B2B2C platforms - apps, websites, portals, online quote and buy and account services. Created and continue to evolve the multi-channel digital strategy, working closely with Directors and their teams to ensure the strategy supports ever-changing business and customer requirements. Create and implement roadmaps for key products, working closely with stakeholders to fully understand business requirements, whilst ensuring they fully understand user wants and needs. Manage the end-to-end product development lifecycle, leading and developing relationships with Stakeholders, Marketing and internal / external development teams to ensure projects are correctly planned, budgeted, fully tested and delivered on time, whilst using different methodologies such as Waterfall, Kanban and Agile. Gather insights through usability research and data analysis from tools such as Google Analytics, AB testing and Microsoft Clarity to ensure data-driven decision making. Work closely with development teams during the build phase of projects and ensure developments are fully tested and suitable for release. Accountable for the day-to-day management and performance of the websites, ensuring content is fully optimised for SEO, PPC campaigns perform effectively and the site is fully compliant and accessible. Trading responsibility for the generation of online leads for B2B products and the online landlord quote and buy journey.

Head the E-Commerce team managing 15 multi-lingual Drupal websites and 4 Shopify stores.KEY RESPONSIBILITIES- Head an E-Commerce team of 10.- Responsible for Content Management, SEO, PPC, CRO, Development and Reporting.- Create and agree monthly online targets and KPIs for each website. - Create and manage the 3 year strategy roadmap for the E-Commerce team.- CRO Product Owner: Lead the project team of developers, testers, UX and key stakeholders in delivering bugs, enhancements and projects to improve online conversion and lead generation.- Manage the AB testing programme using tools like AB Tasty and Qubit.- Lead the User Experience team, ensuring all enhancements and projects are supported with customer insights and designs meet user and business needs.- Weekly and monthly reporting on core E-Commerce KPIs and ad-hoc requests.- Ownership of the Drupal CMS, ensuring all content improvements are implemented and necessary training is provided.- Ownership of the Shopify provisioning and beverages websites.KEY ACHIEVEMENTSOnline improvements and the Conversion Rate Optimisation programme delivered the following in the last financial year (FY19):- Online revenue grew by 36%.- Online conversion rate grew by 16%.- Leads generated grew by 30%.- Call centre revenue generated from web leads grew by 38%.Delivered new transactional Drupal websites for the Sunsail and Moorings brands.Created an ‘Abandoned Basket’ function to follow up with users that abandoned their Cart.Recognised and best performing AB Testing team in the Travelopia group.Worked with a 3rd party specialist to re-implement Google Analytics tracking on the Moorings websites.Implemented new Shopify stores to allow our overseas teams to sell provisioning and beverages to guests at the start of their holiday.

Lead UX Designer for the Crystal Ski, Crystal Summer, Thomson Ski, Thomson Lakes, Sunsail, The Moorings and Le Boat brands.KEY RESPONSIBILITIES- Managed a small team of Senior and Junior UX Designers.- Lead Design of key projects and initiatives ensuring business and customer requirements are met.- Ensure all UX Design output is delivered on time, on brand and of high quality.- Manage stakeholders during the design sign off process.- Support senior stakeholders define long term digital strategies.- Manage the Customer Journey maps.KEY ACHIEVEMENTSLed the design and implementation of a new Crystal Ski Explorer App. Crystal were the first company within the TUI Group to design an App in house. Target downloads - 27K / Actual downloads 50k.Implemented a responsive design web solution for the Crystal Ski, Crystal Summer, Thomson Ski & Thomson Lakes brands. Post-implementation bookings increased by 19%.Implemented a new Account section to allow customers to review their holiday details and pay balance. As a result of the changes visitors increased by 55% YOY.Designed and supported creation of product feeds for 3rd party agents and digital marketing.Supported the implementation of new Agile methodology for the Conversion Optimisation stream.Implemented new IVR (Phone system) to ensure customers speak to the right person as quickly as possible.

The Hayes and Jarvis website undertook a major redesign and I was brought onto the project to ensure UX tasks were identified, user requirements gathered and acted as a design authority for the established UX team.Responsibilities- Worked with Project Managers to ensure UX tasks were identified (research and design).- Created UX project plans to ensure all tasks were planned and delivered as required.- Support the UX team as a design authority advising on key design decisions when necessary.- Acted as the link between UX and the Business, ensuring design thinking and business needs were communicated effectively.Worked closely with Peakwork Solutions (3rd party bed bank) to ensure the search function fully supported the business and user needs.Key Achievements- Project was delivered on time and all high priority requirements were delivered.- New Peakwork search was released as part of the phase 1 delivery.

Joined the Specialist and Activity sector within TUI Travel to implement a new start-up website using the Drupal framework. The purpose of the brand was to act as a consolidator for all brands that sat within the Specialist & Activity sector.Responsibilities- Responsible for the online experience for the new website.- Worked closely with individual brands to understand how best service their products on the new website.- Developed feeds and processes with 3rd party businesses to ensure their products, pricing and availability display correctly.- Worked closely with a 3rd party development agency to ensure developers were comfortable with implementing design ideas.- Had full responsibility for testing to ensure user and business requirements were fully met.Key Achievements- The website was released on time and allowed users to search and find results from the major brands within the Specialist and Activity sector.- Supported the businesses to create a uniform price and availability cache that could be used to supply the website with accurate pricing.

Post the merger of First Choice and Thomson Holidays my responsibilities were extended to include the Thomson brand, which meant I was responsible for the largest package holiday website in the UK.Key Achievements- Successfully migrated all First Choice websites onto the Thomson web platform.- Oversaw the implementation of an internal Usability Testing lab.- Created personalised online experiences for known users.- Designed a seat booking service that allowed customers to select their seat on any Thomson Airways aircraft.

Managed a small team of User Experience Designers responsible for the sun, ski and flight only websites. I worked closely with the business to understand requirements and deliver commercially focussed, user centric solutions to problems.Key Achievements- Implemented the User Centred Design process within the team.- Designed and implemented a brand new search and book process in order to increase conversion and address known usability problems.- Introduced a new post booking service that allowed users to pay their balances online.Implemented shortlisting functionality that had conversion rate of 10% when used.