Selected to lead the product innovation hub due to my deep customer insights, with the goal of driving impactful product development and delivering customer value.Key achievements: • Conducted comprehensive business analysis and achieved stakeholder consensus to strategically pivot the team to more profitable projects• Developed an AI content summarisation feature with the CEO. Led market analysis and strategic planning to pivot towards this essential innovation, ensuring competitiveness in the market.

Scaled the Customer Success Management (CSM) function during B2B expansion whilst overseeing 80+ enterprise accounts as well as translating customer insights into key product innovations. Key achievements:• Managed and grew a portfolio worth €1,000,000, negotiated deals up to €72,000, and achieved 116% NRR within a year.• Developed team-wide processes to smoothly transition clients from sales to customer success, improving team efficiency and client experience• Boosted platform adoption and user engagement by creating targeted post-sales marketing materials and implementing regular check-ins• Turned major accounts into case studies, demonstrating business success and client satisfaction• Launched Blinkist Business web app, increasing monthly engagement by 25%, and introduced Blinkist's first AI feature, adopted by 80% of business customers

Third hire into pre-product market fit B2B division, wearing multiple hats across sales, account management, marketing and product to drive business unit growthKey achievements:• Contributed to the division's rapid growth, expanding the team from 3 to 20 and tripling revenues to 3 million• Led B2B repositioning, realigning brand messaging through customer-centric interviews and workshops to enhance sales effectiveness• Led outbound sales campaigns, setting performance benchmarks• Elevated brand visibility by directing initial marketing strategies, revamping collateral, and partnering with freelancers for content creation

Led a cross-functional team of 5 and launched Monzo's first web app for business banking. Key achievements:• Delivering the web app as part of the business banking go-to-market launch, which aided customer growth from 2,000 to 25,000 within 3 months• Developed and implemented the strategy for launching a new product channel; and built risk and mitigation framework to enable quick launch• Led qualitative and quantitate user research to set the web app roadmap

Led a cross-functional team of 10, owning the product roadmap for financial difficulties as our lending book grew from £1million to £200million. Key Achievements:• Designed and launched several (heavily regulated) tools for internal product that reduced manual work by 60+ hours per week• Reduced customer contact by 40% by designing and launching first customer self-serve journey• Used data to obtain unequivocal senior stakeholder support for a controversial proposal that balanced competing priorities• Set the strategy for recovering borrowed money post account closure that led to a 75% reduction of a manual work stream • Designed metrics and dashboards for measuring product performance and success (used by team and senior management)

Time in this role was split between customer operations and lending operations. Core focus was designing and building processes and procedures to improve operational efficiency, whilst ensuring delightful service and strong customer outcomes. Additionally I helped grow the lending business unit from 14 to 75+ as our lending book scaled from £1 to £200 million. Key Achievements:• Owned customer feedback/bug backlog, making data driven recommendations to Senior PM• Re-designed information architecture for support teams (based on user research), resulting in reduced agent escalations, and quicker response times• At own initiative, built an MVP for collating and quantifying customer feedback to help product prioritisation• Communicated product launches/updates to support teams via organised documentation and training materials• Direct customer support and issue resolution, meeting or exceeding productivity targets and QA (quality assurance) score

Rotated around various business units operating in core property markets and assisting development managers.Key Achievements:• Led several small projects on a $3 billion urban regeneration project in the heart of Sydney (managed a small team, engaged external consultants, liaised with government, and facilitated collaboration between multiple business units)• Developed and wire framed an app concept called Skyburb, a social network for connecting neighbours in apartment buildings to solve the problem of isolation and loneliness (own initiative)• Nominated for NAWIC Future Female Leader Award within 3 months of commencing role

I worked for multiple hospitality venues, with a focus on customer facing roles and back of house operations. This experience was instrumental in developing my emotional intelligence, ability think on my feet, problem solve, resolve conflict and connect with people. Key Achievements:• Leading customer service and operations in the launch of several new high profile hospitality venues in Sydney• Achieving ~100% occupancy rate (Thu-Sun), and 75% (Tues-Wed) at Hotel Palisade by developing and implementing brand and marketing + operating strategies alongside senior management