ABOUT

18 years helping complex organisations transform around their customers

I’m a customer strategy and experience leader with more than 18 years of experience helping complex organisations transform around their customers. I own customer journeys, shape AI and customer strategy, and build the operating models that make change stick.

WHAT I BELIEVE

The best customer experience comes from organisations that are set up to deliver it. That means clear ownership of journeys, decisions grounded in real customer insight, and a genuine link between experience and commercial value.

HOW I LEAD

I build capability, not just projects

10

direct reports at Sainsbury’s

75

people in the function I helped lead

5

regions in the CX Community of Practice I lead at Kimberly-Clark

3

customer journey frameworks created at Tesco, Sainsbury’s and Kimberly-Clark

I’ve managed experience designers, service designers, user researchers, product designers and data analysts. I want teams to be able to do the work without me.

WHERE I’VE WORKED

Kimberly-Clark Professional

2024–present

Customer Experience & Journey Leader / Global Associate Director, Service Design and CX Strategy

Sainsbury’s, Argos, Habitat and Tu

2021–2023

Head of End-to-End Customer Experience

Audio Network

2020–2021

Head of Research and Product Design

Nationwide for Business

2019–2020

Head of Service Design

Department for Education

2019

Head of Service Design

Tesco

2015–2019

Head of Service Design

Earlier: Ministry of Justice · Sky · BBC

Let’s talk

I’m always happy to talk about customer strategy, journey transformation or AI in customer experience.

Get in touch

Request my CV