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Work Background
Self-employedConsultant: Product Strategy, Innovation Planning, CX Direction, Business Transformation
Aug. 2020London, England, United KingdomProduct strategy and innovation planning consultant. Clients in PropTech, InsureTech, EdTech, FinTech, LegalTech, Investment & Green Energy. M&A tech due diligence, exit strategy, AI & innovation planning. Non-exec board advisory, start-up strategy and mentoring. Roadmap development, product management, product visioning. Award consulting, engagement and support. Interim Director roles have included Group Operations, Product Strategy, and Customer Experience.
Landmark InformationChief Innovation Officer
Sep. 2019 - Apr. 2020Reading, England, United KingdomAuthored Landmark's new mission and vision statements, redirecting the group's product innovation and future technology plans. Developed strategy and brand reputation at group and business unit level. Represented the portfolio as a thought leader, keynote speaker and panellist at 50+ Legal and PropTech events across the UK.
Landmark InformationHead of Artificial Intelligence
Apr. 2018 - Sep. 2019Reading, England, United KingdomDirected strategic planning, stakeholder engagement and research into emerging technology adoption across Landmark's legal and property valuation businesses. 35+ viable POCs delivered via hackathons, virtual team work, talent management and strategic partnerships. Targeted process automation, growth opportunities and customer experience enhancement.
SearchFlowHead of Product & Operations
Jun. 2015 - Mar. 2018West Malling, Kent, United Kingdom• Directed research, development, full cycle product management and product strategy (proof of concepts, prototyping, pilots and launches)
• Successes include the conception, UX design and product management of SearchFlow's new UI retail platform, with features including Omnibox, digital mapping, quote-to-completion conveyancing workflow, API integrations, title insurance marketplace and legal quotation tools
• Owned Product P&L as portfolio surpassed £80M gross revenue in FY17/18
• Strategic innovation and redevelopment of legacy product lines, including the underlying data collection tech and legal report design of the 25+ year old personal search range
• Stakeholder engagement, industry events, guest speaking slots, client 1:1s, hosting round tables and 'Property Forum' events
• Worked closely with Head of Development and Architecture during transformation of delivery teams from waterfall to agile and roll out of initial Product Ownership framework. • Continuing to own Product, additionally took ownership of Operations and Customer Service
• Delivered two wins at the UK Customer Experience Awards #CXA2018 - Gold ‘Best Contact Centre Small – Customer Satisfaction’ and Silver ‘Transforming the Customer Experience’ following major organisational change and service process improvements
• Delivered third win at #CXA2019 - Silver ‘Professional Services’
• Restructured Customer Service and Order Fulfilment teams over 9 month period
• Optimised operating processes, reduce manual tasks and improve customer response times
• Aligned service delivery model with product roadmap as new digital channels were introduced
• Integrated datasets with Power BI to introduce real-time KPI tracking, order analytics, customer insight and resource planning dashboards
• Annualised cost reduction ~£300k, with benefit of more scalable business units, improved customer experience, improved supplier relationship management and increased employee satisfaction.
Self-employedProduct Management Consultant
Nov. 2014 - Jun. 2017Worked with SME and blue chip clients on product strategy, visioning and execution. Led design thinking workshops and innovation planning sessions. Public speaking engagements included events in London, Edinburgh, Bristol, Cardiff, New York, Paris and Barcelona.
OneSearch DirectBusiness & Data Development Manager
Nov. 2012 - Nov. 2014Glasgow, United KingdomWorked with MD on product development, corporate strategy and investment planning. Managed key relationships and supplier accounts, helped improve search operations. Devised new legal reports, including design and data procurement for SiteSolutions Highways in partnership with Landmark. Lead corporate rebrand, built sales and marketing strategy, reported on annual R&D Tax Credit claims.
OneSearch DirectSenior Training Officer
Mar. 2007 - Nov. 2012Glasgow, United KingdomWrote training strategy and bespoke materials during rapid expansion of Home Information Packs. Business grew from ~9% to over 30% marketshare in one year. On-boarded 300+ staff (field and office) over 18 months, delivering full training cycle and core competency. Supported scale up of search operations by designing leaner processes and introducing new system for component data entry. During long-term secondment to conduct Product R&D, designed and launched new standard of Regulated Drainage & Water Search, designed Neighbourhood data reports, and enhanced Personal Local Authority Searches.
OneSearch DirectAncillary Services Team Leader
Jun. 2003 - Jan. 2007Glasgow, United KingdomAccount managed suppliers, set and monitored delivery KPIs/SLAs. Documented requirements, redesigned processes and tested software builds for processing orders. Improved service levels uplifted net revenue ~£600k. Led R&D at National Archives in Kew to source and digitise historic Chancel Repairs records; product generated £1.2M+ revenue once launched.
KC SCOTLAND LTDManaging Director
Aug. 2000 - Aug. 2002Scotland, United KingdomBoutique web development and graphic design agency. Supported SME clients and self-represented entertainment industry professionals with their online presence.
CBS Online & AssociatesChief Web Designer
Aug. 1999 - Jun. 2000Scotland, United KingdomDesigned and maintained four ISP portals, including the UI for a first generation e-commerce templating tool used by both Intel & FSB Members. Case managed projects for SME clients, co-ordinated workload of small design team. Edited in: PHP, HTML, JavaScript, MySQL, CSS.
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