Led a Major Platform Migration: Spearheaded the transition from a monolithic application to a modern Next.js platform, optimizing scalability and laying the foundation for future innovation, while managing competing demands and tight deadlines.Introduced Customer Research Initiatives: Established and managed the company’s first customer interview program, delivering insights that shaped the strategy for improving the booking experience and align product development with user needs. Strengthened C Suite Stakeholder Alignment: Introduced c suite level steering meetings, regularly reporting on progress, risks and issues to ensure full transparency and understanding of the complexities faced by the project/program.Led Multi-Disciplinary Teams: Directed cross-functional teams, including platform engineers, frontend developers, automation QAs, and DevOps, to deliver a seamless technical migration and ensure alignment across workstreams.

Managed the optimisation of the Eurostar checkout experience:- Improved Efficiency: Oversaw project to consolidate 5 checkouts into 1.- Improved Upsell Capabilities: Negotiated the creation of a confirmation page, allowing opportunity for more product based work in Checkout team- Improved Segmentation: Introduced new passenger types for selection in the conversion funnel- Improved Customer Experience: Introduced automated ticket creation and send upon successful checkout.Introduced a new product to Eurostar - Subscription Passes- Managed definition and delivery of online customer experience: purchasing, using and viewing of a subscription - Worked with Finance, UX designer, Devs, BA and QAs - from discovery through to delivery- Ran T shirt sizing exercise to estimate sizing of initiative- Prioritised product delivery to incrimental releases

Benchmarked customer satisfaction & effort levels by introducing survey prompts into the UI.Increased functionality and usage of the loveholidays app- Inherited an MVP app with static pages with 300 daily users and increased by 800%- Achieved feature parity with the website and introduced a native in-app chat experienceIntroduced a new pandemic feature to MMB, allowing customers to rebook flights themselves if flights are cancelled- Improved customer effort score by 50%- 30% conversion rate on first iteration, reducing the need for manual agent interaction.Improved login process after customer feedback:- Introduced SMS login on the app- Achieved 95% login success rate via SMSProposed budget allocation to implement customer interviews and built a pipeline of interviewees.Identified trends where customers increasingly created chats and ran experiments to improve UX

Mapped >10 Customer service process flows to support the reengineering of said flowsLead the introduction of additional security to the manage my booking login portalLead development of customer complaints portal and the corresponding agent interface

'My Account' Website:Working with Product Owners, designers, business stakeholders and the dev team to determine the requirements for the My Account area of the new website and write user stories. - Lead story mapping workshop to understand the functionality expected by customer- Assisting with backlog grooming, creating stories and working closely with the Product Owner- Using Gherkin/BDD (Behaviour Driven Development) to clearly articulate expected functionality- Analysing as-is business processes to identify constraints, ensuring product will be fit for purposeCRM Discovery:Working pre-project initiation to determine the functional, architectural and security requirements, as well as high level business processes that would be required to successfully utilise customer data to help provide improve the customer experience.Booking Engine Re-Design Working with product manager and UX / User experience consultants, to create a functional specification document.- Created product backlog, beginning with epics through to user stories with acceptance criteria in visual studio / TFS. - Completed use case analysis to highlight considerations for user journey and web page design.Digital Identity ManagementWorking with Project Manager and Lead BA to deliver MS Azure solution.

7 Month Language Learning – Taronja Spanish School, Valencia.- Took and passed Official DELE B1 Lower Intermediate Spanish Exam (Nov)- Took and passed Official DELE B2 Upper Intermediate Spanish Exam (Apr)- Marketed and Built an English Language teaching portfolio to supplement living costs

Overseeing the requirements and development of a new performance management tool and new CRM tool in Commercial Banking Division.

Took opportunity to diversify experience, working alongside and learning from the Portfolio Analytics Managing Director and his Senior Leadership Team and Senior Stakeholders