With over 15 years as a Digital Product and Delivery Lead, I've navigated diverse industries, including the UK Government sector, from startups to global giants. I've spearheaded product launches, mobile apps, and international initiatives. My expertise in business analysis, service design, and digital transformation ensures valuable insights for projects of any magnitude. A typical example of a project brief I have worked against can be seen here.
I am a recent distinction graduate from MIT, USA, reading a certificate in the Design and Build of AI Products and Services. I am currently pursuing a Master's in Psychology out of sheer interest but with the midnset that potentially that these disciplines could merge in a future opportunity.
In AI, boundless opportunities have emerged, shaping an imminent future. I have succumbed to this transformative era, driven by a fever for AI-fueled innovations. My creative prowess fuels (AI-powered) digital product design centred around customer needs.
An appreciation of designing (AI) products, passionate, ambitious and high energy seasoned Product Lead. Proven track record of driving culture in creating products (new & improvements) that meet customers' needs, developing propositions that are fit for purpose and launching successful end-to-end services/products that people want to use globally. Highly accustomed to developing a coherent product vision and strategy, designing and executing a connected business product roadmap that satisfies user needs and delivers on strategic objectives. Can define complex user requirements, maintain an evolving product backlog, instil best practices, prototype products, track performance, coach & mentor colleagues and adapt to changing priorities.
Experienced in fostering collaborative DevOps environments for agile delivery of new and improved digital services. Proficient in assembling agile teams, promoting an agile mindset, and familiar with SCRUM, Kanban, and lean startup methodologies. Knowledgeable about open-source repositories and development platforms, adept at software development cycles, elicitation techniques, and business process modelling. Skilled at progressing digital concepts to working prototypes using an incremental, user-centric design approach for frequent learning and iteration.
Demonstrates a strong understanding of the AI process of designing products & services, user needs analysis and user-centric design as key drivers for successful products and services. Experienced in collaborating with user researchers and leveraging performance data to comprehend user behaviours and their interactions with technology. Capable of converting usage data and research into actionable insights, iteratively testing to enhance personalised, innovative, and intuitive service design. Acknowledged for empathising with user needs, strengthening robust customer relationships, and staying updated with evolving user behaviours across diverse digital platforms.
Recognised as a crucial team player, effectively collaborating across various development teams and stakeholders. Committed to a collective approach, striving to eliminate unnecessary obstacles. Proficient in providing essential daily leadership for multidisciplinary teams and communicating overarching vision. Skilled in facilitating dynamic sessions to capture evolving customer needs and adjusting roadmap strategy accordingly. Capable of managing team dynamics, promoting best practices, reapplying skills, and learning. Efficient in prioritising tasks, optimising delivery plans' viability, ensuring project transparency, and driving substantial value.
Skilled in engaging and managing a spectrum of stakeholder relationships, ranging from C-suite executives to operational staff, adept at prioritising and managing their expectations. Proficient in negotiation, able to influence stakeholders and customers towards win-win outcomes, whether crafting business-specific product requirements or impacting decisions to unite people for the project's benefit. Experienced in reporting to diverse stakeholders, showcasing an ability to identify, anticipate, and resolve conflicts at all levels.
Adept at generating performance insights, pinpointing issues, and identifying opportunities for improvement. Possessing robust visual and verbal communication skills, customised to cater to diverse audiences. Experienced in team management and efficient removal of obstacles as they emerge. Capable of presenting compelling arguments to secure stakeholder support for change. Demonstrates courage in expressing contentious views and making difficult decisions. Experienced in dynamic planning prioritising work according to team capacity and capabilities. Quick in identifying potential pitfalls and responding decisively to significant delivery changes.
Proficient in understanding digital concepts with a substantial technical knowledge of digital technologies. Skilled at translating business needs into superior product specifications, including flows, user stories, and acceptance criteria. Capable of rationalising data and insights to aid in problem articulation, benefits realisation, and technical design. Practical experience in interpreting data and feedback for iterative design.
Proven ability to envision, articulate, and creatively solve intricate problems in high-pressure environments and complex domains. Skilled at investigating and providing relevant evidence to guide product and delivery decisions. Proficient in data analysis to understand business benefits and shape prioritisation. Adept at juggling multiple priorities, handling ambiguity, openly addressing risks, and responding promptly to unexpected developments.
Insightful understanding of how advanced technology shapes the consumer experience. Experienced with open-source and cloud platforms, along with a solid comprehension of IT infrastructure management and Business IT Support. Practically adept in using cloud collaboration and management tools (Jira 7 Azure DevOps), recognising their organisational benefits. As an avid web developer, I've designed and created this page using WC3 standards in Adobe Dreamweaver.
Accustomed to operating in fast-paced settings, adept at applying PM methodologies like Agile or Waterfall, with an in-depth understanding of project delivery, lifecycle, and scoping principles. Comfortable collaborating with leading organizations and peers in digital transformation. Possessing a keen market awareness, comprehension of digital landscape trends, and insights into how the digital economy influences user behaviour and Government operations.
Track record of delivering high-quality, user-centric digital services in end-to-end projects, spanning small to large scales across diverse industries and complex organizations. Credible at senior levels, motivated to realize a vision and catalyze change in high-profile projects. Entrepreneurial with a success-driven attitude, open to calculated and creative risks. Skilled at inspiring people about business goals, spotting innovation opportunities, and advocating positive change amid constant transition.
His Majesty's Revenue & Customes (HMRC) is the UK’s tax, payments and customs authority, and we have a vital purpose: we collect the money that pays for the UK’s public services and help families and individuals with targeted financial support.
DATES:
February 2024 - May 2024
PROJECT:
GDS style Discovery.
ROLE:
Can't be dsicussed at this time.
DATES:
January 2023 - February 2024
PROJECTS:
Time dedicated to shedding old skin and rejuvenating, achieved through travelling and several activities during this planned career break, which included:
- The completion of a two-month intense course in designing and building AI products and services with the Massachusetts Institute of Technology, USA. I couldn't ignore the growth of AI relevant to my career.
- Started in January 2023 a 2-year part-time Masters Degree in Psychology, triggered partly by my forcast that AI human ethics would be a considerable subject of concern with its evolution.
- Fully renovated and refurbished a Victorian house.
The Care Quality Commission (CQC) is an executive non-departmental public body of the England Department of Health and Social Care. As an independent regulator of health and social care, they monitor, inspect and regulate health care providers to ensure they meet fundamental standards of quality and safety, providing the best possible care for patients, service users and their family and friends.
DATES:
May 2022 - Jan 2023
PROJECT:
The creation of a new regulatory platform that transforms how CQC operates and delivers services to the public & care providers.
ROLE:
To spearhead the product management, service design, and delivery of a pivotal transformational workstream within a GDS style team (using Azure DevOps), which included transitioning an existing call centre CRM to Microsoft Dynamics 365 and redesigning the entire CQC safeguarding process to enhance responses to safety compromises in public care settings. The redesign entailed expanding on acquiring data from new and existing sources and building a more direct and interactive relationship with and improved access to providers and the public. Through multiple channels, collected information from their feedback, experience, enquiries, concerns, and whistleblowing events enabled better assessment, safeguarding, and improvement of social care and helped shape policy and regulation. The above endeavour would create a new regulatory platform that transforms how CQC operates and delivers services to the public & care providers.
DATES:
October 2021 - May 2022
PROJECT:
Down tools to moarn the loss of direct family member. I poured energy into renovating Victorian houses and spent some time travelling.
NHS England and NHS Improvement leads the National Health Service (NHS) in England.
DATES:
September 2021 - October 2021
PROJECT:
The planning and performance dashboards provide the official national source of statistics on the UK vaccine programmes.
ROLE:
To manage the backlog to complete a work programme (using Azure DevOps) to incorporate several other critical data-driven national reporting elements.
Support healthcare organisations at all stages of their digital transformation journey. From strategy and procurement through to implementation, optimisation and benefits realisation.
DATES:
May 2021 - August 2021
PROJECT:
The transformation of the medical device ecosystem, using data to help people get the best care & support NHS staff.
ROLE:
To champion several Alpha prototypes (through the use of Azure DevOps) in the medical device sector by effectively collaborating with diverse administrative units and user demographics to ascertain requirements. These initiatives aimed to enhance NHS services, directly focusing on improving patient outcomes. The position required being instrumental in implementing and promoting robust product management and service design practices, methodologies, and approaches in alignment with GDS service design principles.
DATES:
January 2021 - May 2021
PROJECT:
Time dedicated to life projects away from professional work
Building a more substantial, greener future by fighting coronavirus, tackling climate change, unleashing innovation and making the UK a great place to work and do business.
DATES:
November 2020 - January 2021
PROJECT:
The recognition of professional qualifications and regulation of professions, a directorate of BEIS, is there to support professionals, their industries and recognised qualifications in the UK.
ROLE:
To complete a Discovery phase, craft the high-level design for a new digital register service, establish its principal capabilities, and map out and execute the design-build of Alpha prototypes in a fast-paced, collaborative setting, cultivating a solid partnership with a third-party digital agency.
The Medicines and Healthcare products Regulatory Agency regulates medicines, medical devices and blood components for transfusion in the UK.
DATES:
April 2018 - October 2020
PROJECT:
Part of the Department of Health & Social Care, the agency has a need to develop its Clinical Practice Research Datalink's (CPRD) Interventional Research Service Platform to become a scalable, well-organised service capable of running multiple clinical and questionnaire studies concurrently.
ROLE:
To lead the design and development of a new and enhanced Clinical Trial service (through the use of Jira) the aim is to provide quick, rigorous feasibility assessments for interventional research proposals, aiding with protocol design and uniquely establishing, configuring, and monitoring ongoing clinical studies efficiently. Additionally, to assess the feasibility of merging five products into one.
DETAILED ACHIEVEMENTS:
Refer to the portfolio section to review exactly what I did, how i did it and what the outcomes were, here.
The Department for International Trade secures UK and global prosperity by promoting and financing international trade and investment, and championing free trade.
DATES:
January 2018 - April 2018
PROJECT:
The Department for International Trade has a need to improve the user experience, capabilities and features of its new core global DataHub CRM system, which is used critically to grow and promote UK international trade and investment.
ROLE:
To design and implement a roadmap for their new global services and deliver on the next stage of the service vision.
DETAILED ACHIEVEMENTS:
Refer to the portfolio section to review exactly what I did, how i did it and what the outcomes were, here.
HMRC is the UK’s tax, payments and customs authority, and have a vital purpose: to collect the money that pays for the UK’s public services and help families and individuals with targeted financial support.
DATES (on behalf of Cap Gemini):
August 2017 - November 2017
PROJECT:
HM Customs has a need to improve their existing import and export service to support the implication of Brexit, update and reform outdated systems and services.
ROLE:
To lead multiple Discovery and Alpha projects for HM Customs Import/Export Service, integrating Government Digital Services (GDS) best practices. Implemented GDS-style thinking and working, fostering collaboration in a fully agile environment. Successfully designed new digital elements for the UK Customs Import & Export Services while mentoring teams and ensuring program-wide adoption of GDS methodologies.
DETAILED ACHIEVEMENTS:
Refer to the portfolio section to review exactly what I did, how i did it and what the outcomes were, here.
Methods (now Methods Professional Services), a fast growing digital consultancy company that provides a range of end-to-end digital transformation services.
DATES:
July 2015 - August 2017
PROJECTS:
Multiple across UK Government.
ROLE:
Multiple, but mainly as Digital Product & Transformation Lead in setting up and running complex and high profile digital programmes across central UK Government and Agencies.
DETAILED ACHIEVEMENTS:
Refer to the portfolio section to review exactly what I did, how i did it and what the outcomes were, here.
Part of the Department for Education, the Skills Funding Agency (SFA) funds skills training for further education (FE) in England. The SFA supports over 1,000 colleges, private training organisations, and employers with £3.2 billion of funding each year.
PROJECT DATES (on behalf of Methods Professional Services):
2017
PROJECT:
The Skills Funding Agency is required to continue offering new and improved digital services to education providers and pass their Government Digital Services (GDS) Beta to Live assessment.
ROLE:
To successfully onboard, harmonise, and orchestrate a cross-functional agile team to execute an ambitious digital roadmap. Introduce a new delivery approach to significantly enhance governance, quality, and delivery speed and influence the group and organisation to improve the working methods.
DETAILED ACHIEVEMENTS:
Refer to the portfolio section to review exactly what I did, how i did it and what the outcomes were, here.
HM Land Registry provides title registers (property title deeds), title plans (boundary maps) and flood risk reports for more than 23 million registered properties in England and Wales and about 2.5 million in Scotland.
PROJECT DATES (on behalf of Methods Digital):
2017
PROJECT:
To respond directly to Government objectives, the Land Registry created business plans that outlined its strategic direction for the next five years. The goal included:
- The delivery of new digital services.
- Automation of customer processes.
- Release of open data and modernisation of technologies.
They aim to modernise the business through a strategically aligned transformation portfolio that provides several efficiencies economic and social benefits.
ROLE:
Be a dual Delivery Lead and Senior Business Analyst to validate the strategic ambition and roadmap, assess capacity and capability needs, and evaluate the technological infrastructure required to realise the vision. In addition, conduct a comprehensive review of the organisation, from the board to case workers, and recommend a program of change and a robust operating model to effectively support and thrive during an aggressive 5-year development and growth plan.
DETAILED ACHIEVEMENTS:
Refer to the portfolio section to review exactly what I did, how i did it and what the outcomes were, here.
The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy. As the UK’s biggest public service department it administers the State Pension and a range of working age, disability and ill health benefits to over 22 million claimants and customers.
PROJECT DATES (on behalf of Methods Digital):
2016
PROJECT:
DWP’s ‘Technology Group' has a need to break their ‘monolith’ systems and move towards consumption of more utility technologies that would increase their flexibility to adapt to evolving user needs and capitalise on standardised, cheaper commodity technology products.
ROLE:
To conduct a comprehensive analysis of the technology estate across 26 DWP services, which provided valuable evidence for driving key recommendations. These recommendations include redesigning service offerings based on customer circumstances, standardising service operations and user journeys using a standard service pattern, and increasing efficiency in high-cost services.
In addition, it provides recommendations on standardising, simplifying, and sharing capability needs delivery across services, reducing duplication of technology, and increasing the utilisation of commodity technologies. These efforts resulted in substantial cost reductions for high-cost services. The analysis would lead to a review and realignment of their digital business model transformation roadmap and the organisation to have a clear set of transformational priorities for the next three years.
DETAILED ACHIEVEMENTS:
Refer to the portfolio section to review exactly what I did, how i did it and what the outcomes were, here.
The Scottish Government is responsible for Scotland's economy, education, health, justice, rural affairs, housing, environment, equal opportunities, consumer advocacy and advice, transport, and taxation.
PROJECT DATES (on behalf of Methods Digital):
2015 & 2016
PROJECT:
The Scottish Government has new powers over the management and delivery of the social welfare services in Scotland. They have a need to delivery an array of new digital services to support this.
ROLE:
To drive a successful Discovery phase for Scotland's new Social Welfare service, followed by an Alpha prototype to understand the current service and comprehensively envision the future state. The Alpha prototype would effectively demonstrate the discovery findings..
Furthermore, to lead the initial three digital transformation Discoveries for licensing, civil legal dispute resolution services, and the information sharing capability within the Scottish criminal justice system. These initiatives would be instrumental in identifying opportunities for improvement and setting the course for their digital transformation journey.
DETAILED ACHIEVEMENTS:
Refer to the portfolio section to review exactly what I did, how i did it and what the outcomes were, here.
The first duty of the government is to keep citizens safe and the country secure. The Home Office has been at the front line of this endeavor since 1782. As such, the Home Office plays a fundamental role in the security and economic prosperity of the United Kingdom.
PROJECT DATES (on behalf of Methods Digital):
2016
PROJECT:
The Home Office wants to migrate the active directory of over 3,000 users onto a cloud platform to save money and improve the flexibility and sustainability of employee support services.
ROLE:
To ensure the target environment was ready for the migration from current to such environment.
NHS England is an executive non-departmental public body of the Department of Health. NHS England oversees the budget, planning, delivery and day-to-day operation of the commissioning side of the NHS.
PROJECT DATES (on behalf of Methods Digital):
2015 & 2016
PROJECT:
NHS had a need to improve the process of quality surveillance of NHS services across the UK.
ROLE:
To spearhead the design and successful implementation of a new quality assurance portal dedicated to enhancing clinical performance monitoring for hospital services. Collaborating with all stakeholders to extract user needs and requirements and translate them into a viable development plan is a crucial responsibility. Work closely with the team throughout the project to ensure on-time delivery and the final solution perfectly aligned with its intended purpose.
DETAILED ACHIEVEMENTS:
Refer to the portfolio section to review exactly what I did, how i did it and what the outcomes were, here.
The School of Veterinary Medicine, University of Surrey aims to inspire and educate veterinary professionals who will advance veterinary medicine to meet the needs of a changing world.
PROJECT DATES (on behalf of Methods Digital):
2015
PROJECT:
The veterinary school saw a need and an opportunity to develop a tablet app that Vets could use to record easily and quickly the results of animal postmortems, for which such data could be tracked and monitored by the Department of Health & Social Care to detect outbreaks of animal viruses and diseases promptly.
ROLE:
To lead the analysis, design, development and launch of a revolutionary new Android tablet app for pathologists.
DETAILED ACHIEVEMENTS:
Refer to the portfolio section to review exactly what I did, how i did it and what the outcomes were, here.
The department brings together responsibilities for energy and climate change.
DATES:
July 2014 - July 2015
PROJECT:
The UK Government at the time had ambitious long-term initiatives to upgrade the energy efficiency in all UK homes. The existing siloed digital services were hard to find by users, so there was a need to consolidate many customer journeys and offerings.
ROLE:
To take the initiative to conceptualise and lead the development of a comprehensive and consumer-centric digital journey that integrated various Government Household Energy Efficiency (HEE) programs within the Department of Energy and Climate Change (now BEIS). This journey aimed to streamline the process for consumers by creating a self-service tool. The tool would allow users to quickly determine the HEE grants they were eligible for based on their specific needs and eligibility criteria.
DETAILED ACHIEVEMENTS:
Refer to the portfolio section to review exactly what I did, how i did it and what the outcomes were, here.
A leading data rooms and financial documents provider; helps financial organizations to complete global transactions.
DATES:
Nov '13 - Apr '14
PROJECT:
Imprima needed a new Product Management Department to be set up, instil Agile SCRUM practices and improve their online offering.
ROLE:
Craft a visionary product strategy aligned with the business goals to deliver exceptional customer experiences and enhance the competitive edge, achieved through a customer-centric product roadmap that prioritises key features and releases
In addition, to recognise gaps in the core product (iRooms), design and implement complex features to bolster its capabilities and result in a more competitive offering. To launch iRooms on mobile and tablet devices, extending its accessibility to a broader user base.
As SCRUM Master and Product Owner, the role would drive the setup and rollout of product and agile processes, encompassing mentoring and training teams across Europe on agile delivery methodologies, removing obstacles and barriers, and enabling teams to deliver high-quality products and services efficiently. The collaborative efforts would foster a culture of agility and innovation.
DETAILED ACHIEVEMENTS:
Refer to the portfolio section to review exactly what I did, how i did it and what the outcomes were, here.
A leading global IT company delivering consultancy, systems integration, transactional and managed services.
DATES:
July '12 - Nov '13
PROJECT:
Various software, digital and migration projects across multiple sectors.
ROLE:
To develop robust B2B/C £Ms business cases, backed by solid analytics and customer research, for various projects, including Common Transactional Services Platform, Managed Payments UK, eGov – Ethos Authenticator, Transport – UK Train Companies CRM system to MS Dynamics, and Transaction Schemes & Self Services–Hotel B2B Booking Platform & Express Reception. To successfully execute a new idea investment process for HTTS, guiding other Product Managers in delivering short-term projects aligned with the product's strategic roadmap. Advocate the delivery of collaboration software in HTTS and the introduction of global product offerings to the UK market.
DETAILED ACHIEVEMENTS:
Refer to the portfolio section to review exactly what I did, how i did it and what the outcomes were, here.
LexisNexis (A Reeds Elsevier FTSE100 Company). A leading global provider of specialist information and professional services to the legal community worldwide.
DATES:
Dec '11 - July '12
PROJECT:
Lexis Nexis had a need to bring to the market a new digital legal intelligence product for law firms.
ROLE:
To lead research and innovation efforts for LexisNexis Visualfiles work-flow offering, managing budget and project resources. Successfully deliver a well-received business case for a revolutionary collaboration solution aimed at tier law firms nationwide, involving the entire proposition and investment summary with a multi-million-pound budget. Direct a team of experts in all aspects of the solution, including customer insights, functional requirements, wire-frame prototypes, and cost-benefit analysis exercises. Provide comprehensive reporting to senior leadership throughout the project's implementation.
DETAILED ACHIEVEMENTS:
Refer to the portfolio section to review exactly what I did, how i did it and what the outcomes were, here.
A leading SME provider of specialist information and consultancy services to the global air transport industry.
DATES:
Dec '09 - Dec '11
PROJECT:
Ascend had a desire to bring a suite of new digital products to the financial, leasing and insurance verticals worldwide.
ROLE:
To lead successful global launches of Data Feeds and Aviation Exchange, innovative financial work-flow products that seamlessly integrate into user core business processes. To analyse user needs and mapped their journeys to create compelling product concepts and specifications. Deliver fresh wire-frame designs and rapid prototyping, iteratively gathering user feedback to accelerate MVP delivery. Maintain cohesive teamwork across geographically dispersed US, Asia, and UK teams, ensuring on-time product roadmap delivery through open dialogue and collaboration. Own the project cycle from conception to launch, addressing associated risks and issues. Develop precise launch plans, user guides, test scripts, and schedules, while introducing a company-wide Agile New Product Development process to expedite prototyping and market delivery of new solutions.
DETAILED ACHIEVEMENTS:
Refer to the portfolio section to review exactly what I did, how i did it and what the outcomes were, here.
Fast growing SME and provider of on-line B2B business & financial information provider globally.
DATES:
Jan '07 - Feb '09
PROJECT:
Creditsafe had a need to expand globally with an array of new digital solutions.
ROLE:
To play a vital role in shaping the digital roadmap, identifying new customer propositions, and developing viable business cases. To successfully launch commercial initiatives, driving the company's pan-European expansion and branding efforts. To execute a devised strategic approach involving identifying and capitalising on growth opportunities in new markets, contributing to the company's overall success and expansion..
DETAILED ACHIEVEMENTS:
Refer to the portfolio section to review exactly what I did, how i did it and what the outcomes were, here.
Dates: September 1988 - June 1991
Course: 9 subjects
Result: A-C
July 2023
Certified AI Product & Service Designer
Massachusetts Institute of TechnologyJuly 2017
Certified Business Analyst
The Chartered Institute of ITApril 2015
Certified Agile Project Management Practitioner
APMGMarch 2015
Certified Lean 6 Sigma Green Belt Practitioner
The Knowledge AcademyFebruary 2007
Certified Prince II Project Management Practitioner
AMPGJune 2007
Certified Professional Marketeer
University of WalesMay 2003
Certified Spanish Speaker
Official School of Languages, SpainConcentrate on the journey not on the destination. My journey consists of: