Tadworth, England, United Kingdom
An accomplished Product Director and an influential leader with proven experience leading global product teams to manage both established products and develop 0 to 1 products. (B2B, B2C) Track record of delivering sustainable ROI enabled through a clear product strategy, customer focus, data and market analysis and strong technical Agile delivery practices. A strategic, passionate and driven product leader, motivating both Product and Engineering teams to deliver customer value in complex organisations.
Reporting to CEO. Leading the global product strategy and delivery teams, to improve risk identification, user efficiency and self-service. Responsible for ROI, prioritization, development, and revenue growth. • Leading global product team (Canada and UK) ~1600 customers, ~30 Product FTE, Engineering ~112FTE. • Responsible for client engagement to build new business and prioritise product investment opportunities. • Enhance existing products while managing 0 to 1 new product innovation. Scaled underlying SaaS platform and introduced Language and GenAI capabilities. • Embed best practice product discipline to raise maturity of the team.
Reporting to CEO & CPO. Leading growth by incubating new product opportunities. Responsible for business case development, rapid user and market testing and acquisition tuck-ins. • 5 direct reports (Product, Engineering & US) plus agency support. • Defined platform strategy for Comparison as A Service (SaaS). • Incubated new £30M rev car financing venture opportunity. • Managed £3M acquisition & due-diligence process for Energy business tuck-in.
Reporting to CPO. Managing product line P&L. Leading the development and implementation of product strategy to improve customer lifetime value, acquisition, retention and conversion. • Managed +$100M revenue, P&L, 6 direct reports, 10 PMs & Eng. & offshore partners. • Owned product roadmap balancing ROI and customer impact. Set team OKRs, managed trade-offs between short term trading needs and long-term strategy. • Defined product vision and strategy. Prototyped, developed, and optimized experiences. Launched new product Energy & Telco products driving 3-year growth of 86%. • 0 to 1 launch of energy auto-switch product (web and mobile) experience. Driving ~£15m pa. rev. • Improved broadband and mobile product lines 3-year performance by 28% through the optimization of commercials and customer experience.
Responsible for aligning global card member servicing experience across 21 markets to improve customer experience while reducing the cost to serve. • Partnered with markets to grow card member engagement and ROI across 21 countries and 33.5 million card members. ~$750M revenue, ~$130M in savings, +8% pts satisfaction. • Enhanced card member servicing, account management, statement, referral, and benefits experience. Global rollout of React and Micro Services architecture. • Launched global referral product. (~$350M revenue) Managed senior stakeholders to localize and bring parity of card member servicing experiences across all markets.
Responsible for developing, launching and training users on new enterprise-wide content management capabilities. • Deployed global content management and content management system migration (Adobe). Reduced spend ~£10M. Delivered global content audit to reduce cost. • Improved customer navigational experience, site search & SEO. • Launched enterprise video capability. • Increased YOY traffic by 20%.
Responsible for aligning enterprise digital investment opportunities and enterprise digital capability roadmap. • Aligned business investment priorities. Managed ROI prioritization. • Established enterprise product roadmap and manage organisational digital transformation committee.
Improved business performance through technology led change - Established global mobile strategy and roadmap for Citi Bank. - Designed corporate innovation strategy and stage-gate processes for Estée Lauder. - Define mobile strategy to reduce the cost of managing chronic conditions for Humana. - Ran PMO to launch plastics derivative trading onto the London Metal Exchange. - Enhanced Pfizer field force efficiency by improving multi-channel marketing efforts.