Where I work
- 01
Customer needs
Research, journeys and expectations of the people using a service.
- 02
Service & business processes
How requests, responsibilities and handovers actually flow.
- 03
Technical & operational reality
Platforms, data quality and what systems can realistically support.
I translate ambiguity into structured, practical improvements.
Selected case studies
Three ways of making complex services work better
From customer experience, through service delivery, to complex systems and information.
Beyond individual projects
Scaling customer-centred methods and building capability
Alongside the case studies, my UX Champion role focused on helping customer-centred thinking travel further than a single workshop.
Building UX awareness
Presented the value of UX — beyond UI — to a wider international department, connected to a live digital-service initiative.
Leadership forums
Contributing the UX perspective as UX expert in quarterly management and system improvement (CIP) meetings since late 2025.
UX community
Active in an international UX Champion network and annual internal UX conventions.
Cross-service facilitation
Applied one improvement approach across different services, regions and collaboration models.
Looking for someone who can connect customers, processes and systems?