Partnered with global brands including Dyson, HSBC, GSK & Accenture to design and transform customer and employee experiences at scale.

I design connected experiences the systems, journeys, and mechanisms that shape how customers and employees feel, behave, and stay loyal. My work blends experience strategy, service design, innovation, and transformation, bridging the worlds of customer and employee experience into one coherent operating model.

Across 15+ years, I’ve partnered with global brands including Dyson, HSBC, GSK, O2 Telefónica and Accenture, leading work that reimagined journeys, redesigned services, and built new experience-led ways of working. My sweet spot is solving fragmentation: connecting frontstage and backstage, culture and customer promise, digital and human touchpoints.

I’ve redesigned Dyson’s global EVP and experience system; built innovation incubators at HSBC and GSK; and helped O2 Telefónica become both #1 in mobile customer satisfaction and a Great Place to Work, proving that customer and employee experience rise together when the system behind them is coherent. I’ve led cross-functional journey redesign, prototyped new service experiences, shaped new operating models, and built capability programmes that shift teams from project thinking to experience-led delivery.

Organisations bring me in when they want to break out of service sameness, design experiences people actually feel, and turn strategy into something tangible. My approach is direct and practical: I challenge assumptions, connect the dots others miss, and help teams design experiences that move metrics and meaning.

What drives me is simple: building experiences with coherence where brand, behaviour, and experience finally align, and where the people using the system can feel the difference.

Danny Seals

I have a bit of time on my hands so I am thinking of creating a video course…

Something that’s low overwhelm, value and outcome drive and probably below £100 

What do you lovely folks want and need let me know below

People & Culture Strategy | HR Transformation | People Product

I have a bit of time on my hands I am thinking of create a video course. What would you want?

Most organisations are leaking revenue 
they just call it employee experience.
Most organisations don't see it that way yet… they will.

Every broken handoff, every opaque promotion process, every onboarding that lands like lead balloon all revenue leaks slowly drip by drip all compounding and causing rot in your foundations 

Then things start to break high performers leave, cohorts go through your onboarding and disengage before they have even delivered on their first year of value

Eventually you becomes second or third to your competitors

That's experience leak is debt and most organisations are carrying more of it than they realise.

The best CPOs and CHROs I’ve worked with are the one who have a open mind to stop seeing experience as just some nice to have instead want to ended it into their strategy through compounding value streams that compound returns


Here's what that shift looks like in practice:

1. Map the macro, meso and micro

Find where experience compounds, most px teams operate in silo at a micro level on 
individual moments and isolated touchpoints. Senior leaders need to see the full picture where do experience failures create the biggest drag on performance, retention and growth? 
Where is the transformation happening on the business and the people in it That's where your strategy starts so identify the value chains and design for compounding value.

2. Make experience legible in business language.

Engagement scores don't move executives, revenue loss does spend extra time in tanslating experience into cost, retention, performance and competitive advantage. When you can show that a broken offboarding process is costing then 100s of thousands in lost rehires and damaged client relationships, you're not advocating for experience anymore. You're presenting a solvable business problem.

3. Own the economic narrative before someone else does.

If you can't quantify the cost of broken experience, finance will and they won't frame it in your favour they are special creators and we love them but narrative crafting needs work especially when something like experience that isn’t just black or white building the case study will protect you from having one built against you and also help in th transformation form cost center to value creator

Experience strategy is a set of decisions about where experience matters, where it doesn't, and what you're willing to stop doing.

The leaders who get this right won't just have better engagement scores. They'll have a competitive advantage that's genuinely hard to replicate remember you can put all the bell and whistles on a EVP design but if its nit lived experiece your leak will turn into a flood.


Ps finance folks if your reading this, I actually enjoy working with you 🤗

DAY ONE TECHNOLOGIES LIMITED

• Project manage major client eLearning solutions, creating tailored solutions and fostering new business connections.
• Act as main point of contact for clients, ensuring seamless communication and satisfaction.
• Utilise social media platforms to promote eLearning services and engage with potential clients.

eLearning Solutions Manager

Warrington Girls CRLFC

I'm passionate about bringing the excitement of girls' rugby to Warrington! I wear two hats at the club:

Media Mastermind: I manage all our social media channels (Facebook, Instagram, X and LinkedIn) for every team, crafting engaging content, and keeping our community informed through newsletters and communications. I'm also the voice behind the club, responding to messages and comments, and reporting social media trends to the committee.
Under 12s Team Manager: I'm dedicated to fostering a fun and supportive environment for our Under 12s. I handle all the team admin (including our Spond group), schedule matches, and liaise with other clubs to ensure a smooth season. My DBS check and completed Safeguarding Training guarantee a safe and positive experience for the girls.

Media Officer & Under 12's Team Manager 

The Opportunity Group

The impact of my role is to build an online presence for the company, creating social proof and credibility for clients who are looking to work with the business. 
The communication and branding I create are engaging, thought-provoking, and aligned with the company’s mission. 
My role also has the experience of the learners at the core of it. I lead the online programmes look and feel and make sure they make a positive impact on all that experience them. Designing eLearning and Virtual workshop collateral to bring the content to life.
All the content that I create is clear and impactful and relevant to the topic covered. I am a competent designer who has strong skills in copywriting and perform research regularly to make sure the social media strategy I have designed is targeting the right audiences. 
I utilise strong project management skills to make sure that they are cost effective, managed in a robust and efficient manner and all delivered on time and within budget. Always working to the agreed quality standards in an innovative solution. 
Communication and marketing strategies are a key feature of my role for existing content and new programmes, launches and events – helping me to build brand awareness and customer satisfaction both via our social media channels and our website. 
I enable, motivate, direct, and continually develop a committed, motivated, and high-performing team by setting clear goals and expectations, tracking progress, ensuring feedback, and addressing performance problems and issues promptly. Also managing and maximising key relationships with the whole team and agreed technology and communication suppliers.

Digital Programme Manager

The Learning Network

During my time as Chair, I have utilised project management skills alongside team management. I have supported our marketing strategy, event planning, and online webinar hosting.

Chair

Vice Chair

The eLearning Network (eLN) is a not-for-profit, Community Interest Company run by the elearning community for the learning community. 

The eLN is the number one source for guidance on best practice and future trends in technology-based learning and development at work, with hundreds of members in the UK and beyond.

Director

Atlanta Group - Autonet - Carole Nash - Swinton

Was responsible for LMMS< compliance learning creation and management, liaising with our umbrella company L&D team, stakeholder management and induction material design.

Digital Design Manager

Swinton Insurance

Responsible for supporting the design and delivery of instructional and developmental training programmes across the business. Helped shape scripts and design and build online learning using Articulate storyline 360. Responsible for the design, update and build of high quality, engaging and learner-friendly online learning modules that covered regulatory, product, health and safety and general insurance understanding. Supported the implementation of new organisational initiatives through the delivery of appropriate digital learning, this included a performance management piece and soft skills training. 
Developed and maintained our LMS system (Cornerstone) ensuring it was user friendly, engaging, relevant and contained current, up to date content.  I worked alongside our MI lead to ensure all training reports were created and the data captured was relevant.

Digital Learning Specialist

TalkTalk

Responsible for identifying training needs, defining and agreeing on requirements with key stakeholders, developed materials and managed their delivery through to implementation. l identified the most appropriate medium for training through robust analysis of business requirements, being able to translate these into creative and effective training modules. I also took ownership of the customer service and billing functional area and built strong relationships with stakeholders in this area in addition to managing training requests and the maintenance of existing materials proactively seeking feedback and ensuring that they were up to date, fit for purpose and ready for delivery. As a rapid e Learn designer using Storyline and basic video editing skills, I have been responsible for the creation of a new programme of learning in our consumer base adding digital learning into induction and bite sized "Skill Pills" to tenured agents. This included me travelling to the Philippines to deliver the programme to a new induction group and training the trainers to deliver the programme themselves. I have managed workloads with our outsource partner in Manila and India, this included creating a storyboard for a module for them to create and also providing detailed feedback for work created by them.
I created engaging and interactive digital learning for the Business area of the company. The agents I created training for dealt with large and small business customers, resellers and partners. I have also created digital learning for offshore partners in Manila, Kolkata and Durban.

Trainer and e Learn designer

HEROtsc

I was the relationship manager and internal training manager for the client, establishing training needs and ensuring that these were met throughout the material. Responsible for the design and delivery of the E.ON training package, using my excellent end to end knowledge of the training cycle. I designed tailor-made training packages for various work streams and thrived off creating innovative and exciting material wherever possible. As part of the delivery I scheduled all inductions for the campaign including up skill training for the existing staff. I had sole responsibility for managing the quality and accreditation of trainers within this campaign as well as managing the resourcing and implementation of all aspects of training delivery. I conducted “train the trainer” sessions and training evaluations; including monthly observations and feedback. To ensure role efficiency I used and created, spreadsheets that could be easily accessible. These made conversations, conference calls and any interdepartmental liaising seamless.  The spreadsheets used a variety of data and formulas to report on areas such as:
•	Training Evaluation and Learner Feedback
•	NPS Scores for Trainers
•	Knowledge Check Results V’s Targets (set by Client)
•	Scheduling & Booking all training resources, which covered trainers’ leave, absence and available rooms.
•	Stakeholder Reports for Training Expectations and SLA’s which showed when agents would complete training and be included in headcounts. It was also used to plan for training resources
•	Training Hours for Budget Forecasting
Key Achievements
•	Identified as Lead Business trainer with the initial responsibility of retaining the e.on contract after a decline in sales performance.
•	Oversaw and introduced online assessments instead of paper-based material saving the company money on printing and consumables.
•	Created a report that showed an NPS figure for each trainer based on the feedback given from training evaluations.

Lead Business Trainer

Vodafone

Facilitation of Customer Care and Small Business induction groups for Vodafone, and inductions and sales through service material for E-on. This included designing and developing training content. I was responsible for the re-drafting of management training allowing me to coach and mentor managers of all levels.Instrumental in the exemplary delivery of HEROtsc’s first “Learning At Work” day; for which an award of ‘Most Inspired LAW Day 2011’ was received from Campaign for Learning and Open University. The application and award piece I wrote describing the day’s events was a key factor in winning the award. 
Along with facilitation of the training cycle I was required to undertake management activities adhering to HR policies. This role needed documents creating on both Excel and Access which needed to be easily understood and user friendly for all.  These included:
•	Knowledge check results averages
•	Attendance reporting
•	“Soft Go Live” scheduling for advisors who were completing training.

Key Achievements
•	Writing the award winning LAW piece.
•	Creating a schedule for the “soft Go Live” when we had more than 1 group running, this way we didn’t have too many new agents out on the floor and SLA’s were still achieved. 
•	Managing a database of e-learning completion rates, this was used to highlight which teams hadn’t completed the learning within the agreed timescale, allowing us to re schedule the sessions.

Business Trainer

Responsible for the management of a team of 12 customer service professionals within a high value customer base call centre. My role consisted of managing the teams KPI’s on a daily, weekly and monthly basis, one to one appraisals, performance management, coaching sessions and dealing with customer escalations in a timely and effective manner. I also completed any administration work that included return to work discussions, scribing disciplinary meetings, completing attendance records for each team member and coaching logs detailing each team member’s goals and areas of focus for the month. 

Key Achievements
•	Consistently being top of the call centre on team KPI’s from the use of a daily tracker to monitor after call work and completed sales. Used a “bingo” sheet to incentivise exceeding targets.
•	Created a document to monitor Leakage within the team, this included gestures of goodwill, handset discounting and credits.
•	Becoming a key member of the recruitment process for the business and taking part in jobs fairs.

Customer Service Team Leader

With 15 years of L&D experience, I specialise in immersive eLearning that prioritises learning by doing. I handle regulatory, scenario-driven, and system simulation projects, offering the following benefits at Day One:

- We become an extension of your team, ensuring training effectiveness.
- Our eLearning is innovative, not box-ticking.
- We manage projects diligently, keeping you informed weekly.

Working with me means:

- A user-centric approach to learning design.
- Insights from a Learning Technologies Awards judge.
- Passion for impactful, business-aligned eLearning.

If you want a little more of a nudge to show you why working with me is going to elevate your learning, take a look at my testimonials:

“This girl rocks. Not only does she truly understand how to tickle the minds of learners through digital design and creation, she leads from the front, never fails to show up, has positive energy to die for, and has exceptional EQ.”

“Gemma is always keen to learn and improve and has no hesitation in asking questions to better support her knowledge. She is one of the most organised people I know, with an unnatural ability to juggle and complete tasks, and a great communicator with excellent interpersonal skills. Her relentless driving force to get stuff done, positive approach to work, and fun outlook on life ensures any project/campaign we collaborate on is a success.”

When I'm not creating engaging learning experiences, you'll find me on the rugby field! I manage my daughter's under-12 Rugby League team, actively promoting women and girls in the sport through social media.

I am also a football mum who can be found cheering on my son from the sidelines with absolutely no idea of the rules (wrong-shaped ball!)

Let's chat about your next learning project.  Drop me a DM if you'd like to discuss digital learning or how Day One can elevate your training programs.

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Danny Seals

Gemma Wells

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Likes

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