Greater Glasgow Area
Customer Experience & Insight professional with 20 years’ experience across healthcare, retail, MedTech, SaaS, and service ransformation environments. I specialise in bridging clinical, operational, and commercial domains—translating customer and user insight into improved adoption, service efficiency, and end-to-end experience outcomes. My experience spans national-scale programmes, supporting large multi-site organisations and over 400 teams, as well as SaaS onboarding and digital transformation across 500+ healthcare locations. I focus on improving service performance through data, stakeholder engagement, and structured change implementation. I am particularly interested in roles at the intersection of healthcare, MedTech, SaaS, and service transformation, where clinical insight, customer experience, and digital adoption come together to improve outcomes and operational performance at scale. Let’s connect to explore opportunities in healthcare innovation, customer experience, and digital transformation across healthcare, regulated industries and beyond.
Service Improvement and workflow optimisation across healthcare environments SaaS onboarding and user support Patient/Customer journey enhancement and operational support
● Digital Transformation ● Established key business relationships in the West Scotland Region. ● Developed and implemented effective sales strategies in alignment with company goals and market trends. ● Identified new business opportunities and market segments to expand the customer base. ● Introduced new innovative medical devices in eyecare to customers and teams. ● Built and maintained strong relationships with key clients and strategic partners. ● Increasing sales utilising SalesForce customer 360 (CRM) helping organisations streamline processes, build customer relationships, increase sales, improve customer service, and increase profitability. ● Monitor sales performance metrics and KPIs to track individual and team progress. ● Supporting and collaborating with Key Accounts and Independent Opticians in store and at regional events to improve brand awareness and revenue. ● Proficiency in CRM software and sales analytics tools. ● Responsible for accelerating team performances through direct medical device training for clinicians and retail team members in private & public healthcare settings.
Responsible for Leading Medical device sales in the West Scotland Region. 4x Regional Average Growth in 24 month period. Improving patient outcomes by utilitising advanced technology to improve treatment and visual performance. Driving successful project outcome for increased average value growth across CLSP, subscription database. Contributed to strategic growth to Sales by improving store customer engagement and focus, increasing profitability and reducing loss.