My team of 5 product owners and 3 content publishers have responsibility for the end to end web experience, performance and improvement our UCaaS products, including; GotoConnect, GotoMeeting, GotoTraining, GotoWebinar & Grasshopper.

Leading the DTC consumer acquisition experience team revolves around identification & delivery of acquisition experience improvements in an omni-channel environment, my role has also expanded to the research, identification, design and future delivery of new & exciting consumer facing insurance products that challenge the very norm of insurance standards today throughout the value chain.

Leading a team of marketers, developers, analysts and designers to transform the digital real estate for Philips Lifeline B2C & B2B, enabling better discovery, purchasing and management of products that save lives each and every day, whilst delivering new ways to improve offline operational effectiveness through AI and process driven solutions, as well as delivering more holistic care giving solutions to families in North America.

As the leader of the eCommerce and Marketing teams in Beagle Street, I had responsibility for creating a market leading, category changing experience, that makes Life Insurance accessible to all.With a team of 11 people; including Marketers, Information Architects, Visual Designers, Analysts, Front End Developers we have created a team that can truly control its own destiny, and deliver excellence every time.Key responsibilities were:• Search, both PPC & SEO• Digital display• Retargeting• Social & PR• Email• TV & VOD• Customer Experience Design• Visual Design• Front End Development• Web Analytics• NPS and overall customer satisfactionMy key achievements so far are:• Removing the use of agencies and creating our own internal team to deliver our UX, Visual Design, SEO, Front End Development and Web Analytics• Overseeing two brand re-designs to shake away the cobwebs of an old fashioned industry• Delivering a market leading UX, that is ranked the best in the industry, putting mobile first at the heart of our focus• Putting the focus onto the customer and delivering an NPS of +50 and Trustpilot Scores of 9.7/10 in a industry where satisfaction is rarely given• Implementing new front end CMS, and supporting the delivery of new back end insurance systems• Defining a clear vision for introducing wearable tech and data into the proposition of tomorrow

In this short term Global role I was responsible for improving the online Customer Experience across 7 countries.My key achievements here were:• Delivering a quick turnaround re-design of the Lebara digital real estate to create a responsive web experience• Enhancing the digital brand guidelines to give more range and flexibility online• Creating & executing a testing plan using Monetate• Defining the Lebara Community requirements for desktop and mobile• Implementing an agile, change management process to enable better prioritisation, delivery and quality

Responsible for the of creation and management of a User Experience team to look after all EU markets. I led a team consisting of Web Designers, Information Architects and Web Analysts for one of the key players in the personalised products space across Europe.My key achievements here were:• Oversaw the creation and roll out of an AB testing approach that was driven by the web analytics team• Created the processes and shaped a development roadmap of change to drive growth within the online channel• Created and implemented a multi screen approach to UX design, driving the creation of a responsive framework for the website, delivered by my team, as well as the definition of the requirements for a new tablet experience

Responsible for all Consumer eCommerce User Experience, reporting into the Head of User Experience. I manage a team of 5 user experience consultants, whilst leading on key strategic projects for both Vodafone UK and Vodafone Group.My key achievements here were:• Implemented multi channel/multi operating country product selection tool, that has delivered a 33% increase in basket to sale conversion rate• Implemented new user experience for a multi million pound logistics migration project• Lead and implemented a Tariff refresh project, including leading the information architecture and customer journey design that has delivered a 100% growth in “extras” penetration, making online the most successful channel in this area• Delivered a multi channel strategy to drive best in class customer experience, uplift in NPS and improved lifetime value for the organisation. This strategic delivery was a key shaping document for a new stacked infrastructure that will underpin Vodafone's long term CRM, Billing and Sales platforms• Key shaper of Vodafone Group multi channel personalisation project, to deliver personal/profitable offers to identified segments of our consumer base• Delivered a re-designed eCommerce experience, working for Vodafone Group, working with leading markets to deliver significant change to their eCommerce performance• Part of a core team shaping the new Vodafone Group strategic design for 2011

As a contractor, I was brought into Vodafone UK to drive conversion improvements across the eCommerce websites, for both Consumer and Enterprise customers. Reporting into the Head of eCommerce, I identified through web analytics, areas of the website that needed improvement in order to drive both volume and value measures within the channel.My key achievements here were:• Set up and optimised MVT to improve consumer and business checkout funnels, resulting in a conversion increase of 80%• Created and managed a development roadmap of change to drive significant growth within the eCommerce area, including the implementation of compare tools, and activation of the ATG Outreach capability• Acted as Vodafone online consultant to Google during the launch of the Google Nexus One handset, ensuring Google’s website and sales process was aligned to consumer needs within the Telco market

Reporting to the Head of Insurance.co.uk, I created, maintained and enhanced the end to end customer experience for users of the insurance.co.uk comparison website. Working with internal and external suppliers, an award winning website, as well as brand, infrastructure and organisational design was developed on a minimal budget.• Successfully designed, tested and implemented two insurance comparison websites within 101 days; www.insurance.co.uk, and www.lloydstsbcompare.com• Won the “Best Car Insurance Comparison Website” award from Defaqto, scoring top marks in user experience and design against over 80 other comparison websites including Confused.com, Moneysupermarket.com and Gocompare.com• Delivering a support website for flood victims in 2007 (helpimflooded.co.uk) within 5 days, which won a Lloyds TSB Group Award

Responsible for implementing strategic projects for Lloyds TSB Insurance, I spent the vast majority of my time in this role working on a web personalisation project. During my time in this role I managed the delivery of small web enhancements, monitored web analytics and created and m-Commerce strategy.• Created and implemented an 18 month web personalisation project, focussing on mental model segmentation and driving sales process personalisation, that delivered a 40% increase in online sales profitability, equating to an annualised increased of approx 4 million pounds• Rolled out personalisation approach to call centre teams, ensuring consistent multi channel experience• Created an m-Commerce strategic proposal that was being implemented prior to the Lloyds TSB/HBOS merger. It was focussed on the need for research, help and support, and an Intelligent Quote facility being available on a mobile device.

During my time as eCommerce Marketing Manager, I successfully managed 3 multi million pound portal relationship where Lloyds TSB was a fully integrated partner, created and managed our affiliate program, and spent my time looking after PPC for Lloyds TSB Insurance and Screentrade Insurance.• Managed and renewed 3 portal relationships, responsible for driving 40% of all Lloyds TSB and Screentrade Insurance sales• Put in place a “defender” plan for Lloyds TSB Insurance, to ensure they maintained their market share position had we decided to terminate any relationships we had• Managed the full migration to FSA compliance for all eCommerce 3rd party relationships, delivering a framework for all 3rd parties to adhere to