About Me
A career spent understanding how people, systems and organisations work.
I’ve spent more than 20 years working across operations, process design, business analysis, transformation and service design.
Different roles, but a consistent interest in understanding how things really work and turning that understanding into meaningful change.
A career of different perspectives
My route into service design wasn’t linear. I’ve worked across leadership, operations, process design, business analysis and transformation, with each role changing how I understand customers, organisations and the services connecting them.
Operational & Leadership
2004 - 2014
Learning how organisations work, and how outcomes depend on people processes and environments. Leading teams in operational and CX roles.
Process Design Manager
2014 - 2017
Understanding the gaps between how something is designed and how it actually works to drive improvements and tangible outcomes.
Business Analysis Manager
2017 - 2020
Learning to understand complex problems, challenge assumptions, and work out what needs to be true before jumping to solutions.
Senior Service Designer
2020 - Present
Bringing those perspectives together to understand the bigger picture, shape strategy and create experiences that work.
How I work
Understanding is only useful if it leads to something.
I use research, systems thinking and service design to turn complexity into real-world improvements, I work collaboratively with customers, colleagues and stakeholders to understand, design, test and iterate better ways for services to work.
01
Understand the reality
I use research and collaboration to understand what customers and colleagues actually experience.
02
Make the complexity visible
I bring together journeys, processes, systems and different perspectives to make the problem easier to understand and grounded in evidence.
03
Design, test and iterate
I turn understanding into ideas, prototypes and service improvements, test them with real users and use the evidence to shape what happens next.