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EY
May 2024 to today
I lead EY’s People Experience and AI work in FS, building the products, frameworks and services that help banks and insurers adopt AI at scale. My work is outcome-first, focused on practical impact — designing services people actually use and systems teams can run at scale. I created and now own the UK FS People Consulting AI strategy and solution — our end-to-end approach for spotting opportunities, redesigning workflows and rolling out AI at scale.
EY Seren
Jan 2023 to May 2024
I lead teams and relationships across the financial service industry, designing strategies, products and services that answer customer and colleague needs.
JPMorgan Chase
Nov 2021 to Jan 2023
I led design for Insights at Chase, building a deep understanding of how people manage money day-to-day and designing features that help customers feel more in control of their finances.
Monzo Bank
May 2021 to Nov 2021
I was the lead designer for Monzo’s Operations squad — the team that builds the tools and journeys customers use when they need help. I worked with PMs, engineers, researchers and content designers to improve core support experiences and reduce operational load.
Lloyds Banking Group
Jul 2018 to May 2021
I led design across 'Kit' - a brand new financial service and suite of products for people with complex finances. This meant shaping the design of a whole new bank from the ground up; raising the bar and creating new experiences for helping people to know where they've spent money, how much money they have, and most importantly, long term planning for the future.
I created a culture where design can thrive, so that people can create products and services that are deliverable, realistic and valuable to users.
Case studies:
Creating a new kind of bank →
UK Parliament Digital Service
Jan 2017 to Jul 2018
Parliament Digital Service was set up to deliver radical change in how parliament worked so that MPs, journalists, and citizens could more easily understand what was going on and fulfil their unique democratic roles.
Whilst there, I was responsible for creating a service design capability. This meant designing a new organisational structure based around services and embedding new ways of working across skills and teams that reduced waste, and sped up delivery of cross-parliamentary services.
I also helped launch the first MVP digital services onto the new Parliament website beta.parliament.uk before the project was cancelled in 2020.
Policy Lab - Cabinet Office, UK Government
Jan 2015 to Dec 2016
Policy Lab is a small internal consultancy-style team that works across the Civil Service to research, design, and deliver Government policy that is more informed, user-led and iterative than existing policy.
Whilst there, I led the projects across dozens of Government departments, exploring policy problems like reducing homelessness, the future of railways, reducing racial tensions in Estonia, reducing NHS litigation figures, increasing national green energy resilience and NHS data privacy.
I also launched the Open Policy Making Toolkit, winning the 'Cabinet Office 2016 Innovation award' in doing so.