Globant

Responsible for product design leadership, direction, delivery, DesOps, Design Systems, and assurance for a 3-year transformation program with a European financial services client. Leading a multi-disciplinary design team of 30 practitioners across 7 value streams.

Director of Product Design

Lloyds Banking Group

Senior design leader in Lloyds Banking Group's 400-strong Experience Design (XD) function, responsible for transforming ways of working, operating models and driving performance. Achievements include:
- Line management responsibility for 6 department heads across Design Systems, Design Measurement, Communities of Practice and Experience Innovation
- Trained 1400 'Customer Journey Managers' in Customer-Centricity, Design Thinking and Journey Management, as part of the Group's transition to a modern customer-led product org.
- Established 5 x Communities of Practice to uplift ‘Experience Excellence’ across the group and strengthen a sense of purpose and community for 400+ Product Design, Design Research, Service Design, Content Design and Visual Design practitioners
- Embedded design into ‘Platform Change Frameworks’ at a Group level, ensuring greater adherence to Experience Standards and accountability for Experience Outcomes at ExCo level

Head of Experience Design Transformation

Shell

Senior Design Leader in a 120-strong global Experience Design team that had a mission to enhance people’s relationship with energy. Key achievements included:
- Created the Experience Design Academy, which delivered 3 x bespoke blended learning programs, with over 3000 colleagues at a 50% lower cost than external providers, with an average satisfaction score of 94%
- Managed the Design Operations function, including Shell Design System, design and research tooling, design measurement and experience standards
- Led delivery of the new Shell Design System (Figma, Storybook), leading to 30% efficiency in software development and delivery, and a 42% reduction in technical debt.
- Embedded ‘Sustainability standards’ into design practices, ensuring design is aligned with net zero business objectives

Principal, Experience Design

HSBC

Global Design Director in a 100-strong Global Customer & Experience Design team. As a senior leader in the team, my impact led to a significant improvements in customer-centric culture, reduced reliance on third parties, increased revenue, reduced costs and increased efficiency, enhanced capabilities, and reduced risk and exposure. Key achievements include:
- Helping build the team from scratch, growing from 5 to 50 in less than 8 months
- Developed proprietary Group level Design Thinking framework, embedding customer centricity throughout delivery
- Created an Academy proposition and led the team responsible for delivering multiple flavours of Design Thinking training to over 5000 colleagues globally
- Established service design standards and a Customer Experience Design Authority to drive global consistency of experiences across the Commercial Bank

Design Director, Wholesale Transformation & Head of Design Academy

Royal College of Art

Visiting lecturer and facilitator for post-graduate service design masters

Visiting Lecturer

Idean UK

Part of the senior leadership team in a growing design studio, responsible for practice leadership and career development of junior to principal designers. Key achievements:
- Delivered a ‘beta business’ proposition for an energy company, generating $250k in revenue
- Grew the service design practice by 20%, reducing reliance on long-term contractors

Director, Service Design

Barclays

Led the service design practice at Barclays, responsible for career development of 25 service designers. Key achievements include:
- Embedded human-centred design practices at an organisational level
- Led service design activity across the Jobs-To-Be-Done led proposition and innovation programme, targeting £700m in revenue
- Led a series of Design Thinking bootcamps with the Mortgages business,  identifying 50+ opportunities for customer-centred transformation

Service Design Director

DRS Insight & Innovation

Over 4 years, I ran my own consulting business, helping public, private, and third sector organisations deliver simpler, better, faster products and services for their customers, end-users and citizens. Key achievements during this time include:
- Barclays UK - Improved Premier Customer NPS by 18% through simple, low-cost contact centre pilots
- Lloyds Banking Group - Redesigned the role of the retail branch for growing urban communities. In week 1 of branch launch, an additional £500k in revenue was generated through a service (rather than product) first approach
- Santander - Led discovery, design and delivery of Asto.io - a 'beta business' to help Santander capture a growing SME market with an appetite for more advanced cashflow tools
- UK Government - delivered a public beta immigration service in 16 weeks - what used to take immigration officers days, ended up taking seconds, resulting in 3000x greater efficiency
- Citizens Advice UK - achieved 90% reduction in the volume of complex benefits content through the design of an eligibility wizard and simpler, faster, better principles of content design

Director

UK Home Office

Led generative and evaluative research for a confidential workflow product in Immigration Enforcement, leading to 3000x improvement in workflow efficiency.

Lead User Researcher

I led qualitative user research and complex service design activities on a range of projects, including a project to build a market-leading ‘Beta Bank’ for small businesses, and a series of six 2-week design sprints to radically overhaul the premium banking, lending and fraud-reporting experiences for mass affluent customers of a leading financial services organisation.

Lead Service Designer & Design Researcher

I’m a design leader with 15 years’ experience, across digital design strategy, product & service design, design operations, design education and executive design leadership.

I have a proven ability to build and lead high performing (and happy) teams where human-centred and inclusive design mindsets and methods help drive change - whether that’s with individual teams, or via the c-suite.

I’m here to:
- Build, scale and serve diverse, high-performing teams that work together to solve
ambitious challenges
- Elevate the impact of ‘design’ and design teams in ambitious, agile organisations
- Identify the right problems to solve, and solve them in the right way - end-to-end,
front-to-back
- Nurture a culture of creative confidence, experimentation, honesty, and curiosity in a
psychologically safe and supportive environment

Collaboration is at my core, and I work tirelessly as a translator between customer, user, business, product, engineering and operations to break down silos and create thriving multi-disciplinary teams who can deliver measurable value early and often.

I’m a strong advocate for diverse and inclusive teams and believe that neuro-diverse teams with wide-ranging backgrounds, experiences and opinions help deliver game-changing outcomes.

Only 7 weeks into role but excited to be #hiring for 3 x very talented Senior Product Designers to work alongside Jack Stevens on an amazing programme that will transform digital experiences for our Commercial, Complex and Family Office clients. 

Coutts is an incredible business and brand on an amazing digital journey under the guidance of Lou N.. There’s no better to time to join us and help shape the digital future of one of the world’s most iconic Private Banking and Wealth Management businesses.

Working pattern: Hybrid (minimum 2 days / month in office, however, we usually aim for 2 days / week for collaboration)
Office location: 440 Strand (near Charing Cross, Embankment, Covent Garden)

Tips for aspiring applicants: 
- I’m interested in the impact you’ve had, not just your responsibilities 
- bring your personality to life in your application 
- private banking and commercial banking ain’t the same as retail. I strongly suggest preparing a portfolio that shows your experience of understanding complex client needs, how you tackled the problem, your approach to collaboration and the impact of what you delivered. 

Tips for recruiters: Not this time thank you! 

EDIT notes from original post: For clarity, this isn’t just one role; hiring for 3 roles (!!!) at the same level for the same program. One is slightly more design systems / geared towards component and pattern building. 

#design #productdesign #privatebanking #hiring #commercialbanking #designsystems #designthinking #fintech
#uxui

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