Developing and creating more user-friendly, customer-focused online banking solutions for both first direct and HSBC. Using anything from a simple sketch to prototyping software (Axure) to create and demonstrate prototypes.• Journey mapping - understanding in detail the steps the customer takes, working with business analysts to plan, facilitate and analyse user research • Data analysis - Use customer journey data analysis to identify areas for improvement within existing customer journeys, produce recommendations and project manage implementation• Leading workshops - developing profiles and personas to identify the target audience, red routes, issues and challenges within the customer journey• Expert reviews - assessing all aspects of the journey, highlighting, categorising and documenting issues, incorporating customer feedback using ISO9421 standards • Usability – Planning, conducting and facilitating usability sessions, documenting the output and making iterative changes to the design.• Competitor analysis - reviewing competitor solutions and documenting key learnings to develop a best-in-class response• Evolving UI design - sketching solutions, rapid iterative paper based prototypes through to wireframe prototypes in Axure, and then collaborating with visual designers to develop the most successful finished screens.• Presenting walkthroughs - leading stakeholders through proposed journeys gaining support and buy in to changes, managing discussions and suggesting solutions with Legal & Compliance, Product and Marketing teams

Leading projects in a confident and professional manner. Excellent technical, business and change delivery knowledge within a Digital Environment. Key tasks include detailed requirements gathering, planning, facilitation of project meetings and the management of risk and issues. Engagement with third parties for design and usability testing. Using Microsoft Office software including Word, Excel, PowerPoint, Visio and Microsoft Project to produce documentation.Key successes and achievements• Implementation of the first direct iPhone application• Implementation of a secure message facility within first direct internet banking• Integration of LivePerson webchat into First Directs account opening process