Maidenhead, England, United Kingdom
I build and scale successful digital products and innovative teams. Achievements: - Authentication platform for 25m customers in 28 markets; - Improved customer experience and reduced support calls by 75%; - launched the BBC’s authentication, personalisation and online voting platform - launched iPlayer Radio (now BBC Sounds) and scaled from 0-3 million users per month With over 18 years experience in Product Management across multiple industries I focus on the product strategy from both a business and technical perspective; building the right team by growing and attracting top talent; and creating the culture for the team to succeed even under immense pressure.
I am responsible for the IT Services, Data Services, and Outbox Ticketing Platform for Cirque.
• Working with a seed-funded B2B SaaS startup in the 0-1 phase to enhance product-market fit. • Delivering an exceptional customer experience to facilitate market entry. • Prioritizing engineering investments to maximize efficiency and return. • Driving GDPR compliance initiatives to ensure data protection and customer trust.
With a 75% reduction in customer support calls I made it easy for HSBC's customers to access their digital services, and hard for the fraudsters and financial criminals. I focused on identifying and eliminating both the points of friction in our customer journeys, and the attack vectors fraudsters and other financial criminals target. Managed a global team of 12 Product Managers, and led a total team of 600 engineers. Responsible for Customer Identity and Access Management in 28 countries using a combination of in-house and vendor products, leveraging both AI and traditional techniques to protect our customers and the bank. I researched and analysed the business and regulatory drivers, defined the product strategy, mentored the product team to identify problems worth solving, collaborated with the engineering teams to identify solution options, led stakeholder management, raised the funding, and drove prioritisation and delivery. I also owned three global Fraud and Financial Crime Risk Controls which involved ensuring we identified, delivered and maintained the control requirements at all times, and managed the process of reporting status, raising and resolving issues, and supporting audit of the controls.
I am responsible for the BBC's personalisation platform, building a rich suite of capabilities to drive a fundamental transformation of BBC Online. The portfolio includes identity management, personalised recommendations, notifications, voting, commenting, games and quizzes, along with all the underlying systems required to deliver and manage the crucial scale, security and privacy requirements. I run a multidisciplinary team covering product, engineering and architecture and project management.
I run a multidisciplinary group with Development, Test, Product and Project teams. I am responsible for all the BBC's Radio and Music online services (including iPlayer Radio and BBC Music), across responsive web and native apps, and am a member of the Digital Board.
Product Managment for BBC Radio and Music properties online
I ran a team of product managers responsible for the full lifecycle of our consumer facing applications on web, mobile and TV platforms. These enabled our direct customers (AT&T, Deutsche Telecom, BT and others) to deliver video over IP services to their consumers. This B2B2C environment gave me exposure to building products for different geographies, languages and regulatory environments, as well as the different needs of consumers around the world.
I ran a team responsible for ensuring that the professional services teams working with all our customers around the world were getting the best possible information and service from our central development teams so that our products were successful.