Newcastle Upon Tyne, England, United Kingdom
Project and Program Management professional with more than 10 years of experience delivering operational excellence, customer experience improvements, and cross-functional initiatives within the video games industry. Throughout my career at Ubisoft, I have progressed from customer support into game operations, customer experience, program management, and project management roles. This journey has given me a unique perspective on how products, services, technology, and people come together to create exceptional player experiences. I specialise in leading complex initiatives across diverse stakeholder groups, bringing together teams from production, support, community, marketing, and business operations to solve problems, improve processes, and deliver measurable outcomes. My experience spans service enablement, customer experience tooling, live operations, project delivery, stakeholder management, process optimisation, and organisational improvement. I am passionate about building strong partnerships, creating clarity in complex environments, and ensuring teams have the tools, processes, and support needed to succeed. Whether managing projects, coordinating large-scale programmes, or driving operational improvements, I focus on delivering value for both the business and its customers. Key areas of expertise include: • Project & Program Management • Cross-Functional Stakeholder Management • Customer Experience (CX) Strategy • Service Enablement & Operational Excellence • Process Improvement & Continuous Improvement • Live Operations & Game Support • Agile & Scrum Methodologies • Change Management • Team Collaboration & Leadership • Data-Driven Decision Making I am always interested in connecting with professionals across gaming, technology, customer experience, and project delivery, and welcome conversations about Project Management, Program Management, Operations Leadership, and Producer opportunities.
Highlighting and mitigation of Player Experience breaks and risks in games and services. Utilising Agile methodologies to drive change in processes and flows to benefits players and internal teams. Applying ITIL frameworks into our ways of working Creation and maintenance of Internal Documentation for our Support staff Nurturing collaboration and co-ordination with wider Ubisoft Production and business teams. Creation of tooling (within Jira/Confluence etc.) to enable our teams to work more efficiently Creation of Communications for CRC departments Onboarding team members into our processes and tools Representing the player’s voice with Internal and external Ubisoft teams
Designed and implemented Jira and Confluence solutions that improved operational efficiency, documentation quality, and cross-team collaboration. Building collaboration frameworks to work closely with Global teams towards readiness of events Orchestrating global collaboration and communication across all live operational stakeholders on a project during pre and post launch periods of a project Utilising the ITIL methodology to build out Event Management and Change Enablement practices Building Roadmap for future evolutions of Collaboration tooling to ensure continues improvement
Highlighting and mitigation of Player Experience breaks and risks in games and services. Utilising Agile methodologies to drive change in processes and flows to benefits players and internal teams. Applying ITIL frameworks into our ways of working Creation and maintenance of Internal Documentation for our Support staff Nurturing collaboration and co-ordination with wider Ubisoft Production and business teams. Creation of tooling (within Jira/Confluence etc.) to enable our teams to work more efficiently Creation of Communications for CRC departments Onboarding team members into our processes and tools Representing the player’s voice with Internal and external Ubisoft teams
Understanding the use case scenario and assisting customers finding the right product for them First-level technical support and customer management
Understanding the use case scenario and assisting customers finding the right product for them First-level technical support and customer management