I have experience in
Generative research
Understanding customers ("the who") and their needs in a given problem space ("the what")
By creating personas, empathy maps, and using Jobs To Be Done (JTBD) framework, I gain deep insights into customers' motivations and pain points that can be communicated to and utilised by different teams throughout the business
Evaluative research
Using the right methodologies and testing at the appropriate time, I gather valuable feedback from real users both quantitatively and qualitatively to assess the effectiveness, usability and overall satisfaction of a product
I identify usability issues early on, preventing costly mistakes and customer dissatisfaction
Strategy
Identifying market gaps, uncovering opportunities, and assessing new product potential through research and artefacts such as personas, service blueprints and journey maps
With data-driven insights, I inform business strategies and roadmaps, evaluate product ideas, enabling businesses to maintain a competitive edge in the market and maximise ROI, by reducing the risk of investing in low-performing products or markets
Facilitation & workshops
Aligning teams on customer problems and providing direction with actionable outcomes. Stakeholder management
By fostering open communication and teamwork, I create an environment where diverse ideas can flourish using service and product design methods
People management
Building research and cross-functional product teams that deliver efficient and innovative outcomes
My leadership by example, effective communication, and conflict resolution skills foster motivation and collaboration among team members
I prioritise skill development and resource management to ensure success
Research operations
Introducing frameworks, processes and ways of working that allows research to scale and businesses to access insights efficiently, while maintaining quality. Such as standardised templates to run research projects, create research repositories to store research findings, insights, and data, introduce metrics to measure the impact of research efforts on business outcomes and ensure adherence to data and privacy compliance
Solving difficult customer problems
I excel at identifying, structuring and solving problems. From finding elusive customer segments to gain valuable insights to recognising when to favour straightforward and efficient research approaches is a key skill I bring to the table. I’m comfortable with ambiguity and believe there is always a way forward. I utilise research findings and data to support decisions and guide teams towards evidence-based strategies
Making organisations customer centric
User research is my bread and butter. I utilise insights and data to bring the customer voice front and centre, to support data-driven decision making. Through the creation of key artefacts, I provide a common vocabulary that aids discussions across businesses, inform evidence-based strategies and support sales and commercial teams
Helping teams do things differently
I motivate and encourage teams to think outside the box and work differently. My influence extends from product teams to senior leadership and the C-suite, bridging gaps across hierarchies. By demonstrating a willingness to embrace change and adaptability is essential