I'm a skilled, forward-thinking e-commerce professional with a passion for delivering compelling digital customer experiences. I'm motivated by improving customer satisfaction, driving innovation, and creating exceptional digital products that promote business success. I have over 18 years' experience within the retail and financial services sectors, leading the digital customer experience across web and apps. I manage multi-disciplined teams covering Product, UX & UI Design, Development, Digital Marketing, Analytics, User Research, CRO, Content and SEO. My varied knowledge enables me to work very closely with the people around me. I take an active role in challenging perceptions, prompting discussions and leveraging the knowledge and skills within my teams to achieve the best results.
Led the CX strategy to optimise customer onboarding, activation, and engagement through AI-powered tools. Directed a global onboarding improvement programme, employing journey mapping and service blueprinting to enhance accessibility and engagement across multiple touchpoints. Responsibilities included streamlining BI reporting frameworks for improved data visibility and supporting strategic decision-making. Built and managed a high-performing CX and UX team, introduced training, and established agile workflows. Collaborated with Product and Marketing to drive platform adoption and guided UX design initiatives to enhance user journeys and customer satisfaction across key product features.
Responsible for delivering digital experience innovation across all brands and online channels. Managing multiple cross-functional teams accountable for both customer and colleague facing products and services. Working collaboratively within the organisation to deliver unique, integrated, and best-in-class experiences across Sainsbury’s, Argos, Tu and Habitat.
Complete ownership of the E-commerce P&L, leading a multi-disciplined department encompassing design, UX, CRO, development, digital & print marketing, content & SEO, merchandising, promotions, and brand development. Acting as chief e-commerce product manager for the business, driving the highest standards across all areas of the online user journey, associated digital channels, and customer touch-points.
Responsible for the ZenAuto digital proposition, covering the online customer experience, digital marketing, content strategy, and brand execution across all channels. Accountable for delivering a market-leading e-commerce journey, ensuring continued improvement to the ZenAuto online customer experience - improving core KPIs from engagement and conversion, to digital CPA and organic search visibility.
Ownership of the Party Delights UX, product and technology strategy. Accountable for delivering user-focused features and improvements to all digital products including UK & EU websites, proprietary back-office applications, and technical infrastructure. I manage a multi-functional, agile Technology Department, covering: UX Design & Research, Web Development, Web Optimisation, and UAT - as well as all IT functions.
Responsible for establishing a customer-focused vision of the Distrelec online journey - using data and analysis to build a commercially focused roadmap of improvement. Built a new team of UX, Product and UAT professionals to ensure all initiatives fulfilled both business and customer requirements, and were delivered the highest UX and functional standards. Owned the prioritisation and management of all development projects, working closely with software engineering teams to ensure successful delivery of new functionality.
Ownership of the Morrisons digital product portfolio. Accountable for delivering highly intuitive, customer-centric user experiences; which provided a consistent, relevant and device-appropriate experience across all digital touch points. Managed a team UX, Product, CRO, Analytics and Content specialists. Key deliverables included the re-design of the core Groceries, Food to Order, Flower World and Morrisons More websites and apps - achieving significant sales and conversion uplifts.
Responsible for the AO.com online journey, managing a diverse team of digital specialists. Ensured all design and development was customer focused and provided intuitive, user-friendly experiences that fulfilled customer’s needs across all digital products and devices. Managed high-profile projects from the complete re-design of the AO online journey (winning the Which 2015 Best Online Shop award), to the launch of the Mobile site, Consumer Electronics categories, and expansion into overseas markets.