Design team leadership: Elevating team health, skills, maturity and impact including: - Org design, skills and career development, hiring- Creation, enhancement and embedding of methods and processes. - Coaching on articulating vision and and increasing influence- Increasing x-team visibility to remove seams and create efficiencies Lead for the Audience goal: Growing acquisition and frequency with a team of Product / Content Designers and Researchers focussed on three strategies (from 2022) 1. SEO & News: enabling achievement of ambitious audience acquisition targets. - Redesign of cross discipline approach to improve team health, productivity and user centricity - Elevation of the design system enabling significant scaling and extension of it to serve skyscanner.net/news translating the brand visual design language to the product- Expansion into new opportunities including leveraging generative AI for content 2. Retention: identifying and delivering ways to deepen relationships with users- Led the strategic ideation process to find the big bets for this new area. Identified, pitched and delivered Save to List as the first, solving a key user need and creating multiple business impacts and opportunities- Created the experience strategy for deals and aligned silos for a systemised, clear, measurable, marketable approach - Directed design of a new app only deals proposition, Drops, from PoC to MVP to future flagship vision, including value prop and go to market strategy- Raised maturity of the approach to email and push comms, including personalisation, generating significant increases across key metrics3. Affiliates: B2B2C area enabling third parties to profitably support their audience needs - Led the process to identify desirable, viable and feasible opportunities to support, retain and grow the mid sized partner sectorPrior to 2022 I focussed on flights continuing my work from being Principal Designer.

Focussed on flights and booking I influenced significant and impactful shifts in approach, meeting key user problems in ways aligned to brand position whilst mindful of partner needs in a two sided marketplace- Increased transparency of baggage info enabling easier comparison resulting in increased user sentiment and conversion.- Led a multi disciplinary team of research, data science, design and product marketing to reframe how to better meet the Job to be Done of “who to book with” by aligning recommendations to user needs to create trust - Addressed inaccurate mental models of meta search to create clarity in users minds and increasing conversion to the booking step- Designed a new vision for the end to end flight search to booking experience to better meet traveller and partner needs. Gained buy in and led the delivery of the pilot that created a 1.58% GMV uplift.- Set the systematic design approach for ancillary sales that navigated high complexity to create a simple yet effective, scalable solution that gave a 60% increase in sales.- Redesigned the checkout flow enabling improved scalability and co-branding whilst also increasing conversion rate- Re-designed the in checkout approach to account detection and creation driving a 300% repeat booker conversion rate increase and winning industry award recognition

I worked across a number of teams, many with a more innovative remit, interesting projects included - A service design and lean UX exploration of how Skyscanner can expand into new problem spaces around planning and collaboration. Whilst then put on hold to address the shift to mobile the opportunities identified are a core part of the Skyscanner vision now. - Ideation and experimentation to improve the experience for the majority of users who are date and destination flexible including - Working with data science to create personalised recommendations for destinations and dates - Adding price advice to the date selection step - Enriching the destination selection experience and flow including imagery, total trip cost insights, visa information and more - A deals service and “deals of the day” feature - Increasing local market fit through travel recommendations for local holidays and events - Map based search and exploration - Providing timely price updates for travellers not ready to book via email, push and through a collaboration with Google on “Google Now”

Influence and understand the business plans to create a user experience strategy. Deliver user experience design services for key projects using end to end User Centered Design processes and techniques resulting in quality solutions that meet customer needs and drive success against business objectives. Contribute to the development of strategy and plans • Working closely with proposition and strategy to raise experiential considerations, influence simplicity and show what’s possible • Use of MI and analytics to see “what’s happening” and research and testing testing to see “why it’s happening” to review performance and inform direction • Shaping a big picture of customer needs through service design techniques of experience and journey mapping to provide a longer term view of direction and required enablers Delivery of UX projects • Prioritisation and planning of projects, incorporating the right user centered design approach for the job and getting internal or external resource aligned, briefed and managed when needed • Ensuring the appropriate research and testing is conducted to understand customer needs and motivations and to validate the design • Creation of persuasive designs that fit with customer mindset and needs so they motivate action, increase adoption and conversion by being simple, relevant, satisfying, convenient and usable• Using service design techniques to ensure our overarching journey makes sense – not just the digital partAdvocate and embed UX • Educate on the why and when of UX and drive institutionalisation of UX • Advise and consultant through the clinics and forums created to share knowledge and shape the digital plans• Development of style guides, standards, guidelines, components and patterns• Coordinating UX processes with other other processes plans and methods (including Agile) making sure a solid UCD process is followed and refining operating models when needed

Travelling New Zealand, South America and North America

Varied role that included the implementation of the Reactive WOW factor, an initiative designed to set Reactive Media apart from all other Australian web development agencies. Activities• Website analysis and reviews (including use of Forester wave competitor analysis technique).• Usability testing of new Reactive website, www.reactive.com • Analysis and reporting on customer survey responses.• PR and promotional activityPraise"I cannot recommend Gavin highly enough, and think he would be a fantastic employee in any situation. If he ever moves back to Australia, I would not hesitate in employing Gavin." Tim O'Neill, Director, Reactive Media

Travelling around Asia

Responsible for analysis, specification and delivery of multiple concurrent bespoke web projects with budgets up to £120,000 on time, to specification, budget and importantly to a high quality and client satisfaction. ActivitiesManagement of client projects involving• Requirements gathering, including workshop facilitation, process analysis and general problem solving to define final solution. • Development of all project documentation including specifications, costs, billing schedules, timescales and plans.• Structuring and scheduling of project team for individual projects including both internal and external resource. Project initiation with team explaining requirements, responsibilities and deadlines. • Management and co-ordination of project activities. Tracking of costs, status and timescales, managing change requests and ensuring adherence to plan. Facilitating internal and client sign off • Ongoing development and refinement of various project management procedures and systems.Successes• Delivery of www.bgateway.com for Scottish Enterprise. • Development of http://www.highlandspring.co.uk for the UK’s leading bottled water supplier.• Delivery of www.safeandhealthyworking.co.uk, incorporating sophisticated content management for Health Scotland• Development of award winning web based back office diary management system for The Learning Game

Responsible for sales and marketing strategy, generation and follow up of business leads for web projects and initial requirements capture. Activities• Lead generation and production of high quality tender documentation.• Initial requirements capture.• Establishing service level agreements and processes for ongoing website maintenance.• Development of standard literature for tenders, maintenance agreements and quotes.

Responsible for the successful delivery of web development and maintenance projects, largely high profile financial services sector clients such as Bank of Scotland, Abbey National, Intelligent Finance, Scottish Friendly and HBOS. ActivitiesManagement of the entire project process including ongoing maintenance, involving:• Consultation and solution definition for new projects. Development of project specifications, costs, billing schedules, timescales and plans. • Project initiation with internal and external teams delivering a full brief on all requirements, responsibilities and deadlines.• Management and co-ordination of project activities, tracking of costs, schedules and project status. • Participation on and management of, focus groups to define business offerings and strategy including accessibility, usability and interactive T.V.Successes• Development of multiple award winning (including Scottish Advertising Awards 2002 “Scottish IPA Silver Thistle Chairman’s Award”) ‘Receptionist required’ online advert for Navigator Responsive Advertising • Increasing click through rate on Scottish Friendly email marketing from 0.5% to 9% • Definition of Dowcarter’s policies and standards for accessibility Praise• “Gavin's greatest strength is in managing project teams … an excellent communicator within a team.” Ed Carter, Technical Director, Dowcarter. • “Friendly and dynamic project manager.” Michael Browning, Client Director, Dowcarter

Responsible for managing the analysis and delivery of solutions to support and maintain eight major Standard Life websites including www.standardlife.co.uk, www.standardlife.com and www.lifeoutlined.co.uk involving: • Requirements gathering, functional and technical analysis in conjunction with design and technical teams to scope and price work. • Channelling client and project information to design and technical teams, and managing the process to ensure timely delivery to a high standard with an accurate audit trail.• Full responsibility for ensuring functional, technical and quality requirements are met before presentation to the client.Successes• Driving www.standardlife.co.uk to successful audit by the Royal National Institute for the Blind for the web accessibility ‘See It Right’ certification.• Delivery of www.people-like-you.com as the centrepiece for a Standard Life recruitment campaignTraining ISO9001, Development Methodologies and Quality Assurance Principles, Web Accessibility Initiative and RNIB See it Right website accessibility requirements, MS Project