Lead Service Designer
I shape service and product direction at the intersection of customer experience, operations, and technology — helping teams envision possibilities, navigate trade-offs, and move forward 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
Surfacing dependencies to inform sequencing decisions
Led service blueprinting after a late strategic pivot to surface dependencies and flag high-risk areas. Informed build sequencing and business requirements across a digital transformation serving 5M+ citizens
Private Sector · Regulated Banking · Advisory Services
Integrating compliance into quality customer conversations
Designed workflows that embedded regulatory requirements into natural adviser conversations, removing administrative friction while maintaining audit integrity. Supported 1M+ customer interactions.
Public Sector · Organisation Design · Capability
Sustaining service design practice beyond the programme
Formalised service design practice across the ministry through governance and cross-team engagement. Created endorsed toolkit and guidance enabling other programmes to apply design consistently without specialist dependency.
Private Sector · Infrastructure · Service Direction
Shifting digital investment from features to foundations
Led customer and operational research linking service issues to data and supply chain constraints. Informed a digital ambition and roadmap prioritising foundational reliability over customer-facing features.