London, England, United Kingdom
Senior UX Researcher with 6+ years of experience delivering actionable insights through mixed-methods research across heavily regulated sectors, including telecommunications and education. I combine sociological expertise with advanced data analytics skills (R, Python, SQL) to translate human behaviour into strategic product decisions. My strength lies in understanding business objectives and designing tailored research approaches that deliver maximum value: whether through qualitative exploration or quantitative validation. I excel at building research operations from the ground up, including research panel management, democratising insights, and coaching cross-functional teams on research best practices. I hold an MSc in Sociology and Social Research from the University of Utrecht and bring a human-centred, data-driven approach to every research challenge.
LEASE is a government arms-length body providing free legal advice to leaseholders and park home owners in England and Wales, handling ~30,000 enquiries per year. Leading the UX research function across a complex, public-sector digital transformation, designing and running studies end-to-end, from problem framing through to board-level readout. Current and recent work includes: - Website IA research. multi-method study combining open card sorting, tree testing, and homepage navigation testing to identify the optimal information architecture for a site with 1.8M+ annual visitors. - AI chatbot UX research*. end-to-end study design for a prototype AI legal advice tool, including moderated interviews and an unmoderated testing phase. - Enquiry data classification (ML). applying a Jobs To Be Done framework to classify ~30K annual enquiries using local LLM inference (Ollama, R), to surface user needs and build an evidence base for policy discussions with MHCLG and improve our long-term data enquiry tagging taxonomy. - Content usability testing. Unmoderated testing of redesigned service charge content pages, measuring comprehension, clarity, and task success. - Redress and dispute survey. Leaseholder survey exploring how users understand and navigate their options in a complex redress landscape. Also responsible for research operations: tool selection and administration (Useberry, Condens, Typeform, Prolific), participant recruitment, and socialising findings across digital team, senior leadership, and board audiences.
Lead all UX, User and Product research initiatives across the organisation: - Having established and maintain a customer research panel of 300+ participants (50%+ recruitment rate from previous research participants), including tool selection, participant engagement planning, and ensuring compliance with Legal and Data Security - Lead all discovery and evaluative research projects leveraging qualitative and quantitative methodologies and methods and Influenced product roadmap through research insights including strategic projects like: - Platform onboarding discovery focus groups (3 sessions, 13 participants) to improve user experience and accessibility, generating prioritised roadmap recommendations - Staff product user diary study (11 participants) with usability interview follow-ups resulting in 40+ actionable insights, with immediate design changes implemented and team training initiatives launched - Coach and support 5+ Designers and Product owners with their research projects from posing the right research questions until execution, ensuring high standards of research output - Democratise UX research through hosting monthly Total Experience (TX) insights show and tell (10+ cross-functional attendees), weekly customer feedback updates, and customer insights intranet page with live dashboards and research report repository - Select, implement, administer and create internal training for specialised research tools including Typeform, Useberry, Dovetail, and Consent Kit - Leverage behavioural analytics (FullStory) to verify and enrich research findings, test hypotheses and monitor design change impact - Develop continuous Product feedback collection systems with automated workflows to route data to appropriate teams, reducing feedback access time from weekly manual checks to real-time delivery - Analyse large-scale quantitative data using R, SQL and Python, including complex support ticket modelling to uncover support experience opportunities
Conducted research that directly informed product strategy for 20M+ users by leading research projects for app, customer communications, and TV product teams: Collaborated with stakeholders to define, plan, and execute end-to-end research projects Selected and implemented appropriate research methodologies and methods to answer strategic business questions across 2000+ participants. Studies included: Multiple rounds of discovery and evaluative research of combined mobile app post-merger. Research recommendations were implemented in the live app launch, achieving 1M+ downloads on Google Play and 4.6-star rating (87.6K ratings) on Apple App Store New venture concept testing (1000+ participants over five rounds of testing) Collected data through qualitative (interviews, focus groups, think-out-louds) and quantitative methods (surveys, secondary data, tracking data) Implemented continuous data collection of CSAT and NPS surveys in My Virgin Media (~20K visits/month), My O2(~ 20M users) and Priority from O2 (~2M visits/month) mobile apps and data analysis workflows Performed qualitative coding and quantitative analysis (descriptive and inferential statistics) Created compelling reports using data storytelling best practices for senior stakeholders Facilitated insight-to-action workshops to drive product decisions Utilised UserZoom and Qualtrics for data collection; Miro and Dovetail for qualitative analysis; R, Python, and SQL for quantitative analysis
• Define and implement Product Research strategy in line with Product OKRs • Design product research, data and reporting pipelines that meet internal and external stakeholder needs • Use qualitative and quantitative methodologies and methods to gather high-quality data • Conduct research on industry trends and competitor activities to identify opportunities and risks • Communicate findings through written reports, presentations and dashboards to senior management • Line-management researchers and support colleagues conducting their own research
• Lead research and reporting projects for internal and external stakeholders • Creatively apply quantitative and qualitative research methodologies to achieve research goals • Innovate in research and reporting space by experimenting with method implementation • Create and maintain internal data management and reporting pipelines and automation • Implement a global research and data management policy • Define the role of research function, research strategy, positioning, and KPIs of the research team • Research resource and workstream management, task allocation and tracking • Lead initiatives to track equality and diversity of the student pool • Develop resources to improve accessibility and data literacy across the organisation • Deliver training sessions on a wide range of topics, including data science, machine learning, and data ethics
• Defined an organisation-wide research policy to standardise data capture and analysis using a mixed-methods approach • Led research and reporting projects across the organisation • Developed and maintained processes for client/student data collection • Managed the migration of internal data to secure and compliant platforms • Delivered technical training sessions on programming and data science topics
Associate researcher and data analyst for Smith+Co., a customer experience consultancy company. Responsibilities include: - Managing the collection of qualitative and quantitative stakeholder, employee and customer data - Data cleaning, transformation, analysis and modelling - Data visualisation - Presentation of results and insight