• Service Design

  • Product Design

  • User Research

  • Vision Workshops

  • Inclusive Design

  • Problem-solving

PROFESSIONAL SKILLS

PROFESSIONAL EXPERIENCE

  • Storytelling

Senior Design & Research Manager  – Deloitte Digital, London                                                   Sept 2019-Present

Five years’ experience at Deloitte Digital has enabled me to become proficient in designing products and services that place customer experience at the heart. Highlights and responsibilities include:

  • Creating and owning large scale designs, customer journeys and process maps for a range of clients, helping define MVPs and the prioritisation of requirements

  • Conducting multi-method research, including explorative interviews with vulnerable individuals in the healthcare space, large scale surveys as well as usability testing of prototypes

  • For the Lawn Tennis Association, I worked in a dual capacity as a proposition designer and as a researcher. This involved designing the experience for LTA Play (a new product focused on court and course bookings) and conducting usability testing. I’m proud to share LTA Play and the supporting initiative of “Opening up tennis – making it more relevant, accessible and enjoyable for everyone” was nominated for the Social Value award at the MCA awards last year

  • Managing a team of eight in the implementation of an online application portal to support international applicants at a UK university

  • Designing an onboarding experience for customers signing up to a new Deloitte venture in the Trade and Customs sector (Deloitte CustomsClear)

  • Outside of client work, I lead Deloitte’s Service Design Community (over 200 members across Europe), as well as playing a key role in ensuring my foundry is an inclusive and positive environment by driving change through our wellbeing surveys, organising events and mentoring junior designers

Commercial Intern – L’Oréal, London                                                           June 2016 – Jan 2017

  • Responsible for analysing weekly sales figures across seven online retailers and generating insights and recommendations to be shared across the division 

  • Enhanced the customer journey by managing the navigation and categorisation of products on e-retail sites

SKILLS AND QUALIFICATIONS

Technology & Tools

Miro

Mural

Figma

Jira

Confluence

Microsoft Office

Core Skills

Certifications

Salesforce Administrator certified

Certified Scrum Master

Certified Product Owner

Very strong interpersonal skills and enjoy building relationships with clients, design teams and developers

Able to articulate the customer experience through creative storytelling, while also maintaining a pragmatic approach to delivery timelines and constraints

A quick learner that enjoys working in fast-paced environments

Passionate about bringing an inclusive design lens to all projects  

EDUCATION

Kings College London – Digital Economy (MSc)

Part-time 2020 – 2022

‘Best Overall Student in the MSc Digital Economy’. Modules include: Digital Media and Marketing (74%), Digital Innovation (77%), Dissertation (74%) – exploring adoption and usage of digital-only banks in the UK

University of Bath – Business Administration (BSc) including a study abroad at Queens University, Canada – First Class Honours                          

Sedbergh School, Cumbria

2015-2019

2009-2015

  • A-Levels: A A A (Economics, Politics, Philosophy and Ethics) and AS-Level: A (Business)

  • GCSEs: 9A* - A (including Maths and English)

ABOUT ME

Outside of work, I love travelling, live music (whether that be smaller O2 Academy venues or large festivals) and watching and playing sport. Last year, I spent a few months travelling around South America and Sri Lanka which was an amazing experience!