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Work Background
LiveScore GroupHead of Product
Sep. 2023 - Dec. 2024London Area, United KingdomLiveScore Group have created a digital ecosystem that converges the most relevant sports media and content with a world-class sports betting product, seeking to enhance and increase the enjoyment of sport through innovative products and immersive experiences. As Head of Product at Livescore I lead a team of product leaders and product managers who are responsible for creating the onboarding, activation, and in-life user management experiences for our 50m users across Livescore Media, Livescore Bet, and Virgin Bet. I serve as a member of the Livescore Group Senior Leadership Team and the Product Leadership Team and am involved in shaping strategic direction and operating model Operating across the UK, Ireland, Europe and in Africa my team look to create localised experiences that meet the unique user, market and regulatory needs, whilst ensuring that we create capabilities that enable us to scale efficiently. Areas of focus include: - User registration
- Login authentication
- User verification ('Know your Customer')
- Payments and withdrawals
- Responsible gambling and compliance
- Player profile management
ZegoProduct Director
Dec. 2021 - Sep. 2023United KingdomZego is a commercial motor insurance provider that powers opportunities for businesses, from entire fleets of vehicles to self-employed drivers and riders. It combines seamless experiences, best-in-class technology and sophisticated data sources to offer insurance products that save businesses time and money. As Director of Product I led the B2C product function and worked directly with the CEO (and acting CPO) and broader leadership team to unlock the value of our B2C product vision through the creation of an ambitious and executable product strategy. I built and led a strong team across Product, Design and Research with the following responsibilities: - New product development
- Insurance product management - responsible for the P&L of each of our B2C insurance product lines
- Digital product Management - responsible for development of our end to end digital product experience across web and native apps
- Internal tooling and operational effectiveness - ensuring we were able to scale efficiently
- Platform product - responsible for creating a scalable and flexible insurance platform
- Customer research & design - responsible for the visual and user centric design of our products and experiences, putting our customers at the heart of what we build
ZegoHead of Product
Aug. 2021 - Dec. 2021My responsibility in the Head of Product - Platform role at Zego was to create the product vision and strategy for the development of a new insurance platform. I built and lead an awesome team of products managers in enabling this vision though the development of the following product areas:
- Insurance Policy management
- Claims
- Pricing - Finance
- Payments
- CRM - Internal Products
Oakbrook FinanceLead Product Manager
Oct. 2019 - Aug. 2021Nottingham, England, United KingdomIn this role I am accountable for developing the product vision, strategy and roadmap to re-invent our end to end customer and account management and servicing platforms to unlock multi-brand, digtial first, product innovation for Oakbrook B2C lending products and B2B partners. Key achievements to date include:
- Built and lead two cross-funtional squads (developers, testers, UX). - Digital Self Servicing: Built and launched a new customer facing self service platform (online account servicing app) that has reduced inbound calls and emails by 45%
- Agent tooling: Sourced and led the onboarding and implementation of Zendesk as the new strategic customer servicing solution increasing agent engagement, average handling time and customer satsfaction in being able to use more digital contact methods (e.g. live chat)
- Built the underlying customer and account management platform capabilities and integrated these with chosen third party loan management systems - Developed a new customer communications platform service
Oakbrook FinanceHead of Customer Experience
Sep. 2017 - Oct. 2019Nottingham, United Kingdom- Developed a digital first servicing strategy - Managed the programme of work to implement the strategy across tech, operations and partners
- Bulit and managed a team of experience designers.
- Key results include evolving the digital servicing platform, launching a new online payments provider, 1-click payment solutions from SMS and in the IVR, personalised contact and self service collections solutions.
Oakbrook FinanceHead of Product
Feb. 2016 - Sep. 2017Nottingham, United Kingdom- Led the development and delivery of the overall product roadmap at Oakbrook
- Built and managed a team of product owners, UX & UI designers.
- Designed and delivered a multi-channel customer experience strategy that made it easier for applicants and customers to apply, service their account and make payments. - Key results include building a new digital servicing platform, launching an automated payments solution, integrating bank data into the application / referrals experience and redesigning the overall collections contact strategy.
Oakbrook FinanceProduct Manager
Feb. 2015 - Feb. 2016Nottingham, United KingdomDeveloped, launched and managed market facing products, services and technology to support the growth of the business from start-up, including:
- New lead generation partner onboarding and relationship management
- Product managed the development of technology solutions to enable a slick application experience - Management of the customer facing website and digital experience to optimise application conversion.
- Performed the role of agile product owner for the market facing development team (practicing scrum methodology)
Capital OneProduct Manager
Jan. 2013 - Feb. 2015Nottingham, United Kingdom- Accountable for managing the overall prioritisation and delivery of the customer management portfolio, including projects and campaigns across the following business strategies: - credit line increases - spend and balance build initiatives - fee and authorisation programmes
- Played the project customer / intent lead on all customer management technology projects and programmes - Led the ongoing improvement and optimisation agenda of customer marketing including improving response channels, customer journeys, systems and processes.
- Performed the product owner role for the customer management technology scrum team
- Managed a team of delivery managers
Capital OneBusiness Consultant
Apr. 2009 - Dec. 2012Nottingham- Represented IT in providing business and systems consultancy to the product development, underwriting and marketing departments.
- Developed solution capability gap analysis and actionable delivery roadmaps that could be mobilised into technology programmes and projects. - Created the business cases to influence investment decision makers to fund technology initiatives
Capital OneMarketing Delivery Manager
Mar. 2008 - Apr. 2009Nottingham- Managed the demand and prioritisation of all acquisition marketing campaigns and projects
- Managed the delivery of new propositions, products, campaigns and underwriting changes into market
- Managed the day to day relationship and change management with marketing partners, including media buyers and comparison sites such as Money Supermarket
Capital OneBusiness Strategy Analyst
Jul. 2005 - Mar. 2008Nottingham, United Kingdom- Led the intent development for the replacement / outsourcing of Capital One's credit card core billing system to TSYS
- New Product Development – Built product valuation models, assessed credit risk and built business cases and intent proposals for launching new products to market
- Marketing Strategy – Defined and optimised Capital One's direct marketing strategy. Built prospect segmentation / targeting models, developed and monitored marketing test plans and developed business cases to test and launch new direct marketing channels such as doordrops and email
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