I currently lead the design of the human experience of bp's electrification portfolio. I have 20 years of experience in creating meaningful user experiences that drive user adoption and business value. My core competencies include creative ideation, user research, and user experience design. I work with business stakeholders to understand strategic needs and define customer value proposition. I manage digital design delivery across different geographies, leveraging customer journey mapping and UX research. My mission is to enable a desirable future for our customers and society through innovative and user-centric design solutions.
Orchestrated the product design delivery of bp’s e-Mobility digital portfolio: B2C, B2B2C and B2B spanning across 15 products & channels, in the UK, Germany, the Netherlands and China. Defined electric vehicle charging experiences, informing product strategy and programme delivery. Key achievements: - Sized and designed team org, managed budget (~$2.5M), recruitment and growth across 6 design sub-disciplines. Led design from of 3 designers in 2020 to 25 in 2022. - Transitioned bp pulse from decentralised to centralised design function, reducing duplication of work by 50% and securing IP. - Implemented a series of initiatives to grow company’s customer-centricity, increased CX maturity score 24% above target.
Designed the customer experience of bp's electrification portfolio Managed digital design delivery across different geographies Key achievements: - Directed CX Design Vision and designed global eMSP mobile app strategy. - Managed design and delivery of end-to-end omnichannel customer journey for a B2C service across 9 digital touch-points (sales, installation, setup and usage). - Managed design of B2B service for Fleet managers, delivered within 9 months.
Strategically planned and implemented the Customer Experience and User Experience of e-commerce websites, online and mobile applications as part of the digital transformation programmes Azur Digital delivered for top-tier retailers and banks. Participated to successful time-to-market, stakeholders endorsement levels and customer adoption rates by developing new design ideation methodologies based on consulting skillset and target audience research. Provided highly competitive expertise by hiring and leading design squads on a project-basis. - Top-tier banks (Lebanon, Gabon) - Omnichannel online banking customer experience definition - Winner’s (Mauritius) End-to-end definition of the grocery e-commerce CX, UX Design, project management of art direction and front-end development - BrandActiv (Mauritius) - Customer Experience definition of the omnichannel B2B customer engagement platform
- Carrefour (UAE) - Definition of the non-food and grocery e-commerce Target audience, UX Design, project management of art direction and front-end development - Virgin Megastore (UAE) (Best Omnichannel Experience - Seamless 2017) - End-to-end definition of the e-commerce CX, UX Design, User testing, Focus group management - Virgin Megastore (UAE) - User Experience design of the loyalty mobile app (Hybrid) - Moët Hennessy (France) - Paris airport boutique digitising UX/UI design
Led the UX design through to implementation of multitouch user interfaces, websites and mobile applications for international brands across various sectors: government, financial services, retail, hospitality, press. Worked with multi-site designer and developer teams based in Toronto, New York, London, Malta and Poland. Key achievement: Mashreq Bank (UAE) - Won “Digital Innovation of the GCC” award in 2012 Other clients: The Telegraph (UK), Bupa (Saudi Arabia), MetLife (US), Citi Bank (UK), Etihad (UAE), Rexel (France), National Bank of Abu Dhabi (UAE), Jumeirah (China), Pearl of ICT (Saudi Arabia), Scotiabank (Canada), Ben Moore (Canada), Mubadala (UAE), Selfridges (UK)
User Experience design of a community-driven website for Chevrolet.
Visual and interactive design of multi-touch applications for EADS, Thales, Lyonnaise des Eaux
Design management of innovative and emerging services for France’s leading energy supplier: - Service design involving utilities metering solutions - Interaction and Information design of an energy consumption monitoring portal - Industrial design of the gateway