Oliver West, Ccxp Email & Phone Number

Dubai, Ae

Dubai

Dubai, United Arab Emirates

❏ Achieved double digit uplift in conversion rates by partnering with the Optimisation& Retention team, leveraging behavioral science and research insights❏ Built a research team and function from scratch with internal and external hires❏ Defined and rolled out a research workflow program and platform to expediteresearch from planning to recruitment to analysis to reporting and socialisation❏ Implemented DesignOps and ResearchOps to operationalize and grow the team❏ Launched a UX Debt program to collect, organize and prioritize UX issues❏ Fostered a culture of behavioral science, integrating brain science and COM-Bframework to tackle customer challenges❏ Introduced customer journey mapping to enlighten employees about the realexperiences of clients and partners

Dubai, United Arab Emirates

❏ Created a CX department from scratch focused on the right people, pragmatic process and embedding the necessary tools for efficient delivery of output.❏ Member of the MRM (MENAT) Executive Board, involved in discussions and decisions related to key hires, agency strategy and operations.❏ CX strategy consultancy for clients with limited in-house capabilities, focussed on understanding current state, defining a roadmap or executing programs, always aligned to key business objectives. ❏ Embedded a DesignOps approach to optimising and scaling a team of CX, UX and UI professionals.❏ Created and operationalised an 'experience framework'. A collection of templates and guides to formalise our CX offering and upskill team members and colleagues in human-centered design and behaviour change mechanics.❏ Guiding, or leading, research activities to identify and understand target audiences. Using a combination of qualitative and quantitative research methods as well as any available data (1st or 3rd party). ❏ Hands-on experience design for clients across industries, markets and regions. Whether creating fluid digital experiences or defining experience strategies for multiple audience types.❏ Journey Mapping across the network to highlight opportunities across experiences, services or marketing communications as well as helping to add weight to a brands customer first approach or defining listening posts to support measurement and VoC programs.❏ Regularly plan and lead design thinking workshops with a focus on understanding real human challenges and identifying opportunities.❏ Co-founded a global UX community across the McCann Worldgroup network of brands (including MRM, FP7, McCann, McCann Health, etc) focussed on supporting upcoming and solo practitioners as well as sharing processes and challenges at both market and global levels.❏ Continued education of colleagues, both local, regional and global, to instill a culture of human centricity.

London, United Kingdom

❏ Department lead for the discipline with a focus on designing human experiences across channels, whether physical or digital ❏ Responsibility for managing and scaling a team of permanent as well as freelance practitioners focused on experience strategy, primary research, testing, experimentation and production❏ Led the mapping discipline by servicing client teams from across the agency to define experiences, services and comms journeys across channels highlighting opportunities based on data and qualitative research❏ Representing the customer within new business opportunities through customer-focused storytelling❏ Continued education of colleagues, as well as clients, on the subject of Human Centered Design

London, England, United Kingdom

London, United Kingdom

❏ Department head for a team of UX practitioners creating award winning digital experiences within the automotive, petrochemicals, FMCG, gaming and travel sectors ❏ Project scoping and resource management of the team across multiple project and brand teams ❏ Manage performance and identify skill shortages within the team to upskill in areas such as research, strategic thinking or presentation skills❏ Sharing knowledge and education on user centered design throughout the agency

London, United Kingdom

A UX lead analysing, refining and designing digital customer experiences across a diverse range of clients and industries.

Brighton, United Kingdom

A product lead responsible for the inception and continual improvement of the overall customer experience through research and testing across interfaces, analytics, commercial relationships and tactical partners.

Brighton, United Kingdom

Sydney, Australia