eCommerce, digital marketing, and the transformation of Truespeed's digital experiences.

Startup Nomo is a UK-registered sharia-compliant digital challenger bank, with customers primarily overseas. Product manager/owner for customer excellence and operations, working to make digital customer service better, improving operations efficiency and making customers happier. Working with Salesforce and discovering/setting the foundations for service innovation.

At one of the fastest growing Fin-Techs in Europe I established and led the first product squad embedded in the customer service operation in Bristol, with a mission to empower our fantastic staff to connect with our customers and deliver award-winning customer service experiences. Discovery, analysis, research, strategy and agile team-building and delivery.

Newly created role to lead cultural and digital transformation from university admissions clearing charity, into a customer-centric product organisation. Working across multiple student age groups, educational opportunities and countries, to deliver digital/data products for commercial and higher-education admissions customers, alongside the better known student application process. Established market insight and customer insight functions, clearer vision for future product set and ecosystem, and the building blocks for a customer-led product ecosystem.

Senior accountability for banking app and internet banking to achieve current account/credit cards/savings sales and customer service goals: Journey and feedback analysis, roadmap planning and prioritisation, delivery through tech and digital teams, line management of digital product owners.

Improve customer experience and sales/service outcomes across website and apps; Own digital customer experience transformation roadmap and attainment of business outcomes (sales conversion, cost savings, customer satisfaction)• Led strategy to set out future digital ecosystem and core customer journeys, and future operating model / organisation that would enable faster decision making and ensure user-centricity was embedded in how we worked• Worked with technical and finance colleagues to deliver and maintain transformation roadmap in tandem with commercial and product roadmaps: New CMS to unify 13 platforms, personalisation capability, refreshed microservice based architecture to facilitate faster delivery across concurrent teams• Restructured previous digital sales/service teams to have a digital product management evidence-based focus, increasing pace of delivery and acceptance of “failing fast,” each team taking accountability for stakeholders, experience, metrics and prioritisation across all website areas and key apps• Acted as chief product officer for 8-10 agile teams delivering a blend of capabilities and optimisations which resulted in sales conversion growth from c1.2% to 2.1%, growth in average customer upgrade value from £8 to £16, personalisation delivering NPS uplift worth £6m p.a. and growth in digital customer service usage/adoption worth an average £1m p.a. opex savings

Planning and delivery of propositions, marketing campaigns, product launches and other initiatives across virginmedia.com and virginmobile.com. Customer journey-led planning and implementation to achieve commercial result. Improve the quality of engagement between eCommerce and other business areas (legal, tech, regulatory), leading to better briefings, more context for digital delivery teams, and more effective, impactful, and efficient digital go-to-market.

Marketing and proposition development/optimisation and go-to-market planning and implementation for a newly formed ecommerce team. E.g. voucher codes, affiliate propositions, flash sales, short term discounting. Evaluated for marketing and conversion impact. Offers and campaigns planned and briefed, and evaluated for future learning.

One of the first employees of startup mobile phone company with multiple awards for customer experience. Voice of the customer in the design and delivery of enhancements / propositions into customer contact centre and customer-facing channels (CRM, web, IVR, retail). • Design customer experience, business process, systems and other requirements of internal and external users• Change management, stakeholder management and project/risk management • Success criteria, user acceptance testing, implementation planning and delivery, including operational resourcing, agent training and knowledge management