Strategic LeadershipResponsible for the Proposition Domain at XYB, overseeing product teams specialising in Accounts, Ledger, Payments, Payment Instruments, and Credit.Vision and StrategyDefine and drive the strategic vision for the domain while supporting product teams in shaping their individual strategies and roadmaps.Accountability for DeliveryEnsure successful delivery of the domain’s objectives, aligning them with the company’s overarching strategy and Go-To-Market plan.Resource OptimisationManage resources effectively and prioritise key initiatives to maximise impact and efficiency across the domain.Stakeholder CollaborationFacilitate clear and consistent communication with stakeholders to ensure alignment across teams and domains.Team DevelopmentCoach and manage product leads, fostering their professional growth and enabling high-performing teams.

Driving the next generation of coreless banking by setting the strategy and vision for the Cards and Payments product teams.Focused on innovating and transforming payments, delivering seamless and scalable solutions that empower customers and drive business growth. My role involves strategic leadership, team enablement, and execution, ensuring we remain at the forefront of the payments revolution.

Driving Vision and StrategySpearheaded the Payments and Open Banking domains at Monese, with full ownership of vision, strategy, roadmapping, and delivery. Oversaw mobile journeys, inbound/outbound payments (including FX remittances), internal transfers, direct debits, recurring payments, cash/card/bank top-ups, and partner integrations, ensuring impactful business outcomes.Unlocking Global PaymentsDeveloped and launched virtual IBAN functionality, enabling customers to receive funds in over 30 currencies from 150+ countries, opening up significant new revenue opportunities.Enhancing Security and ComplianceDelivered critical regulatory and fraud prevention enhancements, including APP scam messaging, high-value OTPs, and Confirmation of Payee functionality, increasing customer trust and ensuring compliance.Expanding Product OfferingsDesigned and scoped Monese’s BNPL (Buy Now, Pay Later) offering, including the full customer journey and integration with third-party Open Banking and credit decisioning partners.Boosting Customer Payment OptionsIntegrated Paysafecash, allowing European customers to top up £10M+ monthly in cash, significantly expanding customer payment flexibility.Improving Customer ExperiencesRedesigned the password reset journey, achieving a 40% increase in successful resets and a 70% reduction in support calls, greatly improving customer satisfaction and efficiency.Accelerating Speed to MarketImplemented dynamic payment flows, enabling rapid configuration of new payment corridors via backend updates, drastically reducing time-to-market for new offerings.Scaling Cross-Border PaymentsLed the design and delivery of a major partner integration, introducing new FX bank deposit and cash pickup corridors, significantly improving global payment accessibility for customers.Driving Engagement and RetentionRevamped the in-app payments tab, reducing dropouts and boosting customer engagement, enhancing the overall payment experience.

Driving Customer-Centric Digital TransformationCustomer Service Transformation (CST) was established to deliver ‘voice of the customer’-led improvements across Metro Bank’s digital channels, focusing on reducing support calls and enhancing the customer experience.Streamlining Card ActivationDesigned and built a Card Activation journey within the mobile app, targeting a 70% reduction in the 5,000+ monthly calls received by support teams, simplifying the activation process for customers.Preventing Fraud Through Payment WarningsImplemented Payment Warnings within the payments journey, enabling customers to avoid fraud and saving the bank up to £100,000 per month, while increasing customer trust.Enhancing Account Information AccessAdded functionality for customers to view and share bank account identifiers such as IBAN and BIC, resulting in a reduction of 4,000 annual support calls and improving self-service capabilities.Empowering Self-Service for Contact ManagementLed the design and delivery of features allowing customers to manage their own contact details (address, mobile, email, and name), with projected reductions of 4,000 monthly support calls.Improving Login and Credential ManagementEnhanced the customer logon and credential reset journeys, with anticipated reductions of 12,000 monthly support calls, ensuring a seamless and secure user experience.

Ledger first BaaS set of cloud API allowing digitally native propositions to set up and scale at speed.• Influenced the initial product vision and strategy, set expectations and managed internal and client stakeholders through the presention of progress updates and communicating next steps at the company wide weekly meetings helping to ensure a 2nd round of investment from our partner bank.• Allowed early integration into key back end systems of our key partner, a large Norwegian bank, by building a roadmap with a focus on designing, documenting and building the key technical infrastructure, standards and functionality.

Delivering a Competitive Digital Banking AppLed key initiatives for HSBC’s retail banking mobile app, designed to compete with digital challengers by offering account aggregation, spending analytics, and intelligent insights to help customers manage their money effectively.Driving Customer Adoption Through InnovationPlayed a pivotal role in achieving 300,000+ active users in the first year by delivering the most requested customer feature, ‘Round-Ups’, which was designed, built, and tested with direct customer input.Advancing Cloud AdoptionInfluenced senior stakeholders across the bank, including regulatory and legal teams, to pave the way for cloud architecture adoption (AWS). Drove discussions and resolved issues related to the storage and processing of customer information, enabling future digital transformation projects.Leveraging Data for Innovation and GrowthCollaborated with analytics teams to define and track key KPIs and metrics, uncovering opportunities to enhance customer experience, improve app adoption, and share actionable insights with internal and external stakeholders.Enhancing Customer Experience Through DesignSupported the design of the transaction tagging functionality by participating in multiple customer testing sessions in the on-site user lab. This initiative laid the groundwork for the longer-term goal of enabling “shared finances” for customers within the app.

Transforming Digital Payments for Global CustomersLed key initiatives within HSBC’s £25m Digital Payments Transformation programme, replacing the HSBC.net online payments experience for 130,000+ customers across Business, Commercial, Corporate, and Global Banking in 52 countries.Reducing Support Costs Through New Payment JourneysDelivered new payment journeys for ACH, priority payments, and faster payments for business banking customers in multiple locations, reducing support call volumes and related costs by 27%.Improving Payment Accuracy and SpeedOwned and delivered a beneficiary management product integrated into the new payment journeys, reducing keying errors by over 50% and dramatically improving payment speed for typical bulk ACH payments.Mastering Distributed Agile DeliveryGained hands-on experience in distributed agile practices, effectively managing offshore and remote delivery teams to address challenges and leverage opportunities in global collaboration.

Driving Digital Transformation in Corporate BankingContributed to HSBC’s corporate banking innovation team, focused on improving offerings through digital transformation and the adoption of agile delivery principles across commercial and business banking.Scaling the Digital Transformation ProgrammePlayed a key role in scaling the programme from 30 to 200 team members within six months by influencing the delivery approach, shaping the organisation structure, interviewing and hiring key staff, and coaching senior stakeholders in agile practices.Boosting FX Trading RevenueDelivered a key customer journey enabling clients to offset cross-border payments against previously booked FX trades, resulting in reduced transaction costs for customers and increased FX trading revenue for the bank.Securing Budget for Corporate OnboardingDeveloped an MVP proposal for a new end-to-end corporate customer onboarding platform, securing budget sign-off and successfully transitioning the project to an external agency for build and delivery.Showcasing Innovation Through Proof-of-ConceptsBuilt several innovative proof-of-concepts in collaboration with customers and designers, using agile principles to showcase next-generation digital services. This work resulted in the approval of a $200m transformation project.Driving Agile Adoption Bank-WideChampioned agile principles by running workshops and providing ongoing support to senior stakeholders, fostering a cultural shift toward agile practices across the organisation.

Part of a large Business Analyst function supporting their FX, Gas and Power Trading areas.

Working in Geneva capturing and documenting the required TO BE state and all critical IT requirements for a proposed end to end metal concentrates trading platform.

Working in a cross asset technology team designing & developing a trading web portal for both internal and external clients. The first phase was focused on FX trade execution, research and analytical services.

Supporting the bespoke commodities ETRM, supporting power, gas and emissions across EMEA and Pac Rim across front, middle & back office.

Designing, developing & supporting .NET WinForm and ASP.NET Web solutions for the FX PB Sales & Middle Office Teams.

Delivering web solutions for front and middle office using Visual Basic, ASP and .NET Technologies.