• Fintech & Platform Adoption: Led end-to-end UX and interaction design for key digital banking and financial workflows at Nationwide Building Society, driving massive engagement across an ecosystem of millions of active users.
• Revenue Generation & Conversion: Secured a £28m contract win from Capita's largest client by defining the UX strategy, prototyping, and pitching an innovative SaaS solution directly to client directors.
• KPI Ownership & Operational Efficiency: Owned usability metrics and product performance outcomes across enterprise portfolios, reducing customer support calls by 86% (SRA) and cutting engineering development costs by 50-60% (Cognizant/DESNZ).
• Maturing Design Systems: Built research frameworks and scalable design systems from zero-to-one across multiple complex organizations (Chorus, General Dynamics, Intergraph), enabling distributed engineering teams to ship faster and more consistently.
• AI-Native Product Innovation: Designed and built a bespoke CMS sales system from the ground up, integrating AI voice messaging, targeted AI email sequencing, and LLM-driven sales scripts.
  

March 2016 - Present

Contract Principal Service / UX Designer / User Researcher | Vehicle Certification Agency Nov 2025 – Nov 2026

• Leading strategic user research and design for a VIN search tool for new vehicles.
• Designing journeys and screens based on GDS using Figma and AI
• Running workshops, Usability and Accessibility Testing
• Advising and leading the project so it passes Alpha and Beta assessments

 

Contract Principal User Researcher | Homes England Nov 2025 – Apr 2026

• Leading strategic user research for a new social and affordable homes service, working as a hands-on individual contributor within a larger agile team.
• Planning and executing usability testing sessions to ensure rigorous compliance for Beta Assessments.

 

Principal Product Designer & AI Systems Builder | Stage One Jun 2025 – Dec 2025

• Researched, designed, and built an end-to-end CMS sales system, leveraging emerging tech to automate workflows.
• Integrated AI systems to generate custom voice messages and targeted email campaigns, utilising LLMs to create psychology-based sales scripts.
• Produced custom video content using Loom and Canva to drive user engagement.

 

Contract Lead User Researcher / UX Designer | Department for Energy Security and Net Zero (DESNZ) Jan 2022 – Jun 2025

• Led a multidisciplinary design team of 5 to successfully convert legacy paper systems into streamlined, GDS-compliant digital forms.
• Reduced overall development time by over 50% by planning comprehensive UX, research, and content activities, including service blueprints and interactive workshops.
• Presented strategic ways of working to the entire project team, successfully navigating the product through Discovery, Alpha, and Beta phases.

 

Contract Senior UX / UI / Service Designer | Cabinet Office Oct 2023 – Apr 2024

• Led the UX/UI strategy and redesign of the Cabinet Office intranet using strict UCD and GDS principles.  
• Acted as a strategic design partner to senior staff, influencing design direction and ensuring developers had precise design specs and assets for seamless delivery.

 

Contract Lead UX Designer | General Dynamics Mar 2021 – Jan 2022

• Established design patterns and comprehensive documentation to ensure scalable consistency across development teams.

 

Contract Lead User Researcher / UX Designer | Cognizant Oct 2020 – Mar 2021

• Led UX design for a government subsidies portal, reducing development costs by 60% through highly detailed Axure interactive prototypes and cross-functional collaboration.

 

Principal UX Designer – SaaS Workforce Management | Capita Nov 2018 – Nov 2019

• Led a team of 3 researchers and UI designers, directly influencing end customers and directors on the product vision for new people management software.
• Delivered a high-impact product presentation that secured design approval and a £28m B2B SaaS sale from Capita’s largest client.

 

Contract Head of User Researcher / UX / Service Designer | Solicitors Regulation Authority (SRA) Aug 2017 – Feb 2018

• Led end-to-end UX for a massive digital transformation, combining complex data streams into unified internal and external portals.
• Presented strategic findings to multiple business teams and reduced support calls by 86%.

 

Lead UX Architect | Intergraph / Hexagon Jul 2012 – Jun 2015

• Directed UX strategy for complex data models and information management products utilized by global enterprise clients.
• Coordinated with international development centres to align design standards and coded functional prototypes in HTML, XHTML, and JavaScript.

 

Web Consultant / Senior Designer | Nationwide Building Society Nov 2001 – Jul 2012

• Led UX and interaction design for key financial journeys (online banking, savings, mortgages), delivering secure and frictionless experiences for millions of members.
• Modernised the digital banking experience, improving customer retention, reducing support tickets, and championing WCAG accessibility standards across the organisation.
• 
  Senior Website Designer/developer | IMS Public Relations Aug 1999 – Sep 2000
• Development and maintenance of websites mainly for clients as part of the e-commerce services department
• All of the sites produced while at this company were designed and built from scratch, taking into consideration the user interface and compatibility of technology
• Designing simple content management systems for clients
• Responsible for working with Directors and Senior Managers, Clients, internal PR staff, senior Development team and the Account Managers to ensure designs met the supplied brief and were delivered to requirements

Website Designer/Manager | Business Website Oct 1997 – Aug 1999

• Designed and produced websites that supported an e-commerce product
• Liaised with clients and our sales managers to produce project schedules
• Trained other designers to use different software, such as Adobe products
• Trained clients to use our e-commerce products developed in-house and how to use the software for scanning/editing images of their products for inclusion into their websites
• Responsible for making sure all new websites were designed, developed, and maintained by all in-house designers from start to finish, and that they all conformed to the required style guides
• Responsible for the day-to-day running of the design department