About me

Train and coach the team using Deloitte coaching and mentoring model, offering guidance, organising extra training sessions and conducting one-on-one meetings.

Utilise extensive knowledge and experience in customer experience design tools and techniques to identify, analyse and communicate customer needs, pain points, and opportunities effectively.

Establish and nurture a strong client base, fostering valuable stakeholder relationships through consistent and new design work, ensuring client satisfaction and fostering long-term partnerships.

Integrated new insights and methodologies into the team's work to drive innovation and enhance customer experiences and commercial value.

Delivered exceptional solutions and achieving client objectives by taking a leadership role in client delivery across various domains, including UX design, Product Design, Service Design, and Product ownership.

Foster a collaborative and innovative work environment and ensuring the team's alignment with the organisation's goals and objectives.

Oversaw creation and management of a comprehensive service blueprint, ensuring a unified understanding of the service offering across the organisation.

Established a comprehensive global view of the service offering by creating a service blueprint and implementing a process for the ongoing maintenance of this valuable artifact.

Implemented a new "7-day Banner" feature, resulting in a significant 45% increase in app engagement and generating a majority of all click-throughs.

Designed an updated physical product offering for monthly reports that effectively communicated Chnnl's impact to organizations.

Developed a Jobs-to-be-done (JTBD) framework to enhance visibility into user goals and product needs, consolidating knowledge about target audiences and enabling more precise product development decisions.

Facilitated workshops with the executive team to identify and develop a thought leadership content strategy and framework, elevating the organisation's positioning in the industry.

Collaborated with the executive team to strategise and implement a thought leadership content strategy, enhancing the organisation's industry reputation and expertise.

Established a holistic Human-Centered Design (HCD) approach, aligning cross-functional teams and fostering collaboration with Marketing to build products tailored to their target audience.

Utilised the OKR framework to drive the adoption of HCD principles within product development, achieving objectives related to best practice HCD approaches and processes.

Prepared, improved and implemented a user testing methodology, integrating design feedback into every product development process company-wide, enhancing customer adoption.

Developed a persona workshop methodology, introducing persona-based approaches in four brands for the first time, enriching the understanding of brand customers.

Adapted the user testing process to overcome Covid-19 restrictions, ensuring uninterrupted product development.

Introduced monthly Learning Lunches to educate and promote design thinking methodologies across various business teams, embedding UX concepts.

Restored historical development processes, promoting collaboration between departments and involving business and development teams in the ideation process.