Senior Service Designer
Turning complexity into confident decisions
I clarify service and product direction at the intersection of customer experience, operations, and technology — helping teams surface trade-offs, align sequencing, and move with confidence.
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Recent work
Selected projects focused on service direction, sequencing, and organisational capability at scale.
Public Sector · National Welfare · Service Direction
Bringing service clarity to a late strategic pivot
Brought service-level clarity to a national welfare programme after a strategic pivot, surfacing dependencies and delivery risks early to inform sequencing decisions through blueprinting. Programme served 5M+ citizens.
Private Sector · Regulated Banking · Advisory Services
Designing advisory workflows that feel natural
Designed workflows that made regulatory compliance part of natural adviser conversations, rather than administrative overhead. Supported consistent handling across 1M+ customer interactions.
Public Sector · Organisation Design · Capability
Building sustainable service design capability
Formalised service design practice across a national transformation by documenting tools, timing, and expectations so teams could apply design consistently without individual coaching.
Private Sector · Infrastructure · Service Direction
Shifting digital priorities from features to reliability
Helped leadership reframe digital priorities from visible features to underlying reliability through customer and business discovery, grounding investment decisions in what would strengthen customer trust.