Based in the Digital Product function and reporting to the Chief Product Officer, I lead the UX Research and Product Design team. I'm part of the Product Leadership team, defining new ways of working in a rapidly evolving team, during a time of busy transformation. My team of around 25 include UX managers, product designers, and UX researchers. Together, we are innovating and delivering across in-store and online retail experiences for customers and colleagues across Shopping, Loyalty, Apps, Services - UK and globally. My team are establishing a service design capability and common language for the Customer Experience Journey across M&S.

Built and lead the Systems + Service Design (S+SD) team in BBC UX&D. This team of around 25 comprised design researchers, designers, IAs, and Creative Directors - and brought the UCD skills that were deployed on Audience-facing services to software that staff and partners of the BBC used. We worked on many different products and services over the years. - UX for employee-facing systems across Production and Enterprise, for the transformation of the BBC. Eg. introduction of BBC Login, an MFA authentication system; production tools for broadcast and online across News, Radio, and for the majority of online services- Created strategy for the S+SD team to focus the team's efforts and expertise for greatest impact- Developing a service design capability- Forged new relationships with stakeholders who hadn't previously worked with BBC UX&D or with human-centric design thinking, and undertook "design outreach" working to ensure usability and accessibility was part of activities such as procurement and configuration for COTS- Managed the Assistive Technology team (from 2014 - 2019)- Nurturing a cohesive team culture of play, curiosity, and courage- Built a design system for internal toolsIn January 2019, my portfolio expanded to include BBC News and BBC World service across multiple platforms.- Managed team of around 20 UX designers, architectures, researchers, writers and 2 Creative Directors - Design and development of new BBC News app- Introduction of BBC Reith QalamAs part of the BBC UX&D leadership team- Recruitment, development and training for the UX&D team of 200+- Co-authoring of UX Career Path Framework and managing HR relationship- Performance and people management across complex cases - Managed the Resource Manager, a key role in UX&D that planned assignments and rotation of UX individuals across Product areas- It was hard and rewarding work to be part of this team, and an absolute privilege to work with so many engaged and talented people

Leading design teams across pan-Product services, both audience facing and internal content management tools. Ongoing relationship and stakeholder management; building credibility of human-centred design. Line management, creative leadership, and helping shape wider team strategic objectives and initiatives. Cross-BBC UX&D engagement with Working Groups and Product teams on research and design for personalisation and social features including comments, BBC iD, personalisation and social features such as adding, following, and social sharing of content consumption and interests.Key contributor to a major personalisation initiative - myBBC, collaborating with senior stakeholders that shaped a significant, multi-year business strategy.

Embedded in cross-functional team on social and personalisation systems for the BBC - BBC Space, BBC iD, early personalisation and user data services. Leading the user experience design aspects, including user research, content structure, interaction design and art direction. Line management and coaching for less experienced members of the wider UX&D team, and evangelism of design thinking.Eventually took an acting Creative Director role before full promotion.

As part of a small user experience team, I brought a new set of skills to the business and developed sound human-centred design practices in a fast moving development environment. Creating online audience experiences and design for a new home-rolled content management system. Close collaboration embedded in cross-functional product teams working with django creating a new CMS. Undertook user research, usability testing, IA, IxD, styleguide development, and recruitment. classicfm.co.uk (2008 re-launch), xfm.co.uk (gigs listings)

As the senior designer with the BBC jam UI team. I lead a small group of designers and we work across the user environment and a range of supporting tools for the BBC online learning service for children and young people. I am responsible for the planning and direction of design work by the team, collaborations with external partners and suppliers as well as contributing to, or completely delivering a range of interaction and visual design deliverables. Within the team I've set up a UCD framework that projects can operate within, and I coach the designers and other team members on this approach and the various techniques and skills that can be used.

Design asn IA for online services as part of freelance group.

As designer and information architect I participated in redesigns, new build sites, media work, and creative pitches as part of a multi-disciplinary team.