Senior Product Manager (Squad Lead) at AND Digital (2025-09 – Present)
Dual role combining product management on client engagements with leadership and pastoral care of a multidisciplinary squad of Product and Experience Design consultants.
- Leading a distributed squad of 8 across onshore and nearshore locations to deliver a Cash ISA transfer MVP for a Financial Services client, forecast to generate multi-millions in AUA. Owning the backlog and driving squad and tribe-wide process improvements to optimise delivery and collaboration.
- Coaching and mentoring a squad of Product and Experience Design consultants, aligning individual development with client deployment needs and driving high performance through regular feedback and pastoral care.
- Embedding AI tooling into day-to-day delivery to improve efficiency, and exploring how agentic patterns can be applied within products to enhance user experience and reduce operational cost.
Product Analyst at AND Digital (2022-01 – 2025-09)
Engaged on client roles as Product Manager and Product Owner throughout this period.
Product Manager / Product Owner — Travel & Leisure at AND Digital (2022-01 – 2025-09)
- Owned the roadmap for a multi-million-pound Salesforce Service Cloud implementation transforming core operations for 500+ users, coordinating across a complex multi-supplier landscape.
- Shifted the delivery model from a project-based to a product-focused approach, defining a value-led roadmap that improved agility and time-to-value.
- Led the discovery phase for a new customer-facing app, recommending the MVP feature set and technical delivery options.
Product Owner — Travel & Leisure at AND Digital (2022-01 – 2025-09)
- Owned the backlog and prioritisation of a technical back-office solution, leading discovery, bug triage and analysis activities with SMEs across blended teams.
- Delivered £100k+ in cost savings ahead of plan through a disciplined MVP approach and tighter cross-team collaboration.
Product Lead — Healthcare Insurance at AND Digital (2022-01 – 2025-09)
- Defined and supported the rapid delivery of two proof-of-concept solutions within six weeks, translating user needs into prioritised requirements.
- Iteratively built an enterprise email content management solution and recommended actionable next steps for operational process improvements after mapping current workflows.
Principal Business Consultant at NTT DATA (2020-01 – 2021-12)
Lead Business Analyst — Automotive Retail (South Africa), Multichannel Commerce Platform at NTT DATA (2020-01 – 2021-12)
- Lead BA for a new omnichannel sales and point-of-sale platform across two blended-shore scrum teams.
- Elicited requirements and defined BDD-led user stories, partnering with the Product Owner on prioritisation, sign-off and defect triage to support a successful go-live within 16 sprints.
Business Change Lead — UK Telecommunications, ITSM Implementation at NTT DATA (2020-01 – 2021-12)
- Defined the business change strategy for the rollout of a replacement IT Service Management platform, including stakeholder management, communications strategy and a network of Change Champions.
- Ran ITIL-focused requirement workshops and a facilitated trial of the out-of-the-box platform with end users, reducing customisation requirements by ~90% by defining and holding to clear design principles.
Business Analyst — Multinational Telecommunications, Digital Integration Capability at NTT DATA (2020-01 – 2021-12)
- Built and managed the backlog for an Agile DevOps and Integration squad while shaping the IT operating model for a new Digital Integration capability.
- Introduced ways-of-working improvements that lifted squad velocity and governed outward communications during a period of rapid scale.
Digital Business Senior Consultant at NTT DATA (2018-04 – 2019-12)
Business Consultant — Multinational Telecommunications, Bill Payment Strategy at NTT DATA (2018-04 – 2019-12)
- Identified short, medium and long-term opportunities to reduce in-store agent interactions across four cash-dominant markets (Egypt, Greece, South Africa, Turkey), drawing on stakeholder interviews, internal data and macro market research.
Change Analyst — Public Service Regulatory Body, Digital Transformation at NTT DATA (2018-04 – 2019-12)
- Led change management across two workstreams modernising Application Integration and Information Management capabilities.
- Defined and stood up a 'Centre for Enablement' operating model for the MuleSoft platform and facilitated workshops to define the target end-state for an information-led digital organisation.
Technology Consultant & Analyst (Retail) at Accenture (2014-10 – 2018-04)
- Project managed a six-week service design engagement for a luxury automotive retailer, using Design Thinking to define the end-to-end user journey and Point of Sale product vision.
- Led cross-organisational analysis of customer experience initiatives for a multinational retailer and grocer, delivering strategic recommendations to the Head of CX.
- Defined a Strategic IT Roadmap for a UK retailer and service provider, articulating current capabilities, future requirements and 'last mile' supply chain innovations.
- Led digital triage and defect resolution across two major eCommerce re-platformings (Hybris and WebSphere), running a Kanban team to prioritise fixes and protect customer experience through cutover.
- Acted as Functional Lead and Agile SME on an insurance IT delivery, refining requirements into user stories and establishing ways of working for offshore development and testing teams.
