- Working with Box UK, a leading UX and software development company, providing UX, usability testing, content and interaction design.- Running user test projects in Box's dedicated usability testing lab, testing a diverse range of user demographics, software, platforms and tasks, including e-commerce, web apps and websites.- Analysis of user video recordings, including task review, heuristic analysis, recommendations for UX improvement and comments on user cognition or emotional response.- UX strategy and design for a range of clients, including leading financial sector organisations, e-retailers and large scale websites and web apps.- Delivered expert review project for a leading international online tourism company, to overwhelmingly positive feedback- Using a suite of packages to craft client-communicable designs, visions and demos as part of pre-build activity. Frequent client interaction and presentation.

- Responsible for the customer experience, usability and information architecture of all Virgin Media Business web presences (Intra, Extra & public website)- Consulted on virtual ISP services to business enterprise customers to create B2C services- Developed and implemented online strategy for Virgin Media Business digital. Project included analysis of existing products, competitor review & focus groups with customers regarding online services.- Managed relationship with internal and external suppliers as part of a web development supply chain. Included requirements gathering, prioritisation of web development resource, agency management.- Worked on several e-support, e-commerce and digital marketing projects.- Consulted on projects for Virgin Atlantic, Orange/EE and KPMG (e-commerce portal for NTL / Virgin Media).- Designed cost-effective quality process for development, management, publishing and maintenance of web content across multiple platforms.- Managed creative and brand elements for all online channels. Included style guide, design and management of creative assets, production toolkits.

- Acted as lead UX to increase usage and efficiency of the Virgin Media Intranet (9000+ users). Included a usability-focused home page redesign, content surfacing and navigation improvements.- Devised and managed business services requirements project, incorporating an online survey, best practice study, led focus groups at 11 locations.- Produced new e-commerce website for small business and student customers. Included copy, creative and marketing direction, user experience design and line management of development resource.- Acted as internal consultant to improve product and digital customer experience, including redesign of ‘Member Services’ product areas, branding of services and usability reviews. Successful KPIs met were increased sales, reduction in support costs and churn reduction.- Delivered knowledge base and e-support projects, including product self-service tools, web-based community platform across SME market (business services).- Led a team to rebrand a number of subsidiary websites, ensuring house style was implemented on existing web based services whilst improving usability.

- Responsible for end-to-end business case, design, user experience and development of ‘call reduction’ projects for Virgin / NTL callcentres and sales teams. B2C, B2B and niche audience services delivered.- Line managed cross-discipline team of 5 (web developers, business analysts, graphic designer).- Projects included web-based fault screening service, ‘product finder’ services and online knowledge base.- Dual role included AUP management until handover