Worked with the wider team to transform the legacy CC Agent application, bringing it in line with a newly introduced design system and relaunching it as Agent Workspace.

Led product design for a new CC Supervisor-centric application comprising several modular widget components that let users create their own bespoke workspaces.

Adopted AI tools to accelerate rapid prototyping, cutting the time from idea to testable concept and letting teams validate designs with real users sooner. Also led innovation in voice AI, designing voice-first solutions for tier one and tier two customer support.

Developed and presented a strategic vision for the future of real-time web engagement to senior leadership and the CEO — several ideas from it are now being explored for production.

Introduced a 'Help me choose' tool as part of a rebranded, consumer-focused zen.co.uk. It was used by 31% of new visitors, who were 21% more likely to buy. Residential sales rose 200% after the relaunch.

Set up a weekly focus group to track performance and refine user journeys continuously.

Owned UX across Zen's online self-service portals, spanning new and existing products. Established the UX standards, processes and principles that guided design quality across agile development teams.

Contributed to comparison-website integrations to grow exposure and brand awareness.

Vee24 provides live video, audio, text chat and co-browsing products for global brands.

Defined and launched new product features, owning visual design, user interface and brand across the web platform and native Android and iOS SDKs. Kept the experience consistent while maintaining brand standards. Managed relationships with global partners, and kept sales teams, integration partners, stakeholders and customers up to date on the product roadmap.

Managed a team of SEO/SEM specialists, product managers and data analysts, with full ownership of usability strategy and innovation across several automotive brands.

Redesigned user journeys on the newly acquired motors.co.uk, using extensive consumer research to shape wireframes and A/B testing strategy.

Worked with group-level strategy teams and US colleagues on new sectors, opportunities and UK acquisitions.

Owned visual design, user interface and brand, including new product integration and the scoping and planning of new verticals.

Ran user testing and focus groups, using real user feedback to improve and iterate.

Worked closely with IT and front-end developers to keep usability and brand standards consistent.

Voted Best Website, WebUser Magazine (May 2009).

When the internet was in its infancy, I co-built the UK's first national web-based used-car locator. It launched with Audi and expanded to 14 manufacturer websites by 2001.

Began my career in graphic design for print and media, before moving into web and software design.