Sabrina Wallace

As a focused and innovative UX and Digital leader, I thrive on exceeding expectations, delivering exceptional results on time and within budget, always with the customer's journey at the heart of everything I do. My proven track record spans strategic direction, driving transformation across 8+ websites, from partnerships and new products to re-platforming efforts. Adept at managing agile teams, budgets, and change, I leverage in-depth customer insights and data-driven approaches to optimize online experiences, boost conversion rates, and propel customer value.

From seamless responsive design to user-centric product development, I'm passionate about creating digital experiences that empower, engage, and drive tangible business growth.

Group UX and eCommerce Manager - Thistle/PIB Group

(2017-01)

• Lead the development and optimisation of 8+ sites within the group, driving the end-to-end digital delivery of new partnerships, new products, and re-platforming initiatives
• Own the transformation project, defining the strategic vision and roadmap, and guiding the team to successful execution
• Develop and implement comprehensive customer journey maps to optimise the customer experience across all touchpoints
• Champion responsive design principles to ensure a seamless user experience across all devices
• Conduct in-depth customer profiling to personalise the website experience and drive targeted marketing campaigns
• Manage testing processes, ensuring high-quality deliverables that meet user and business needs
• Optimise online completion and conversion rates through A/B testing and data-driven decision-making
• Develop and implement a robust customer self-serve portal to empower customers and reduce support costs
• Implement strategies to retain customers and increase lifetime value
• Lead the development of new websites and online experiences that align with business goals and drive customer engagement
• Identify and deliver on opportunities to maximise customer value
• Develop and execute the digital strategy to increase average premium, growing revenue and profitability
• Proven experience in growing digital products through improving completion & conversion rates

Digital Manager & CSPO - Endsleigh Insurance Services Ltd

(2008-01 - 2017-12)

• Managed the web team, Agile development team, and offshore relationships
• Drove transformational change in the company by improving customer engagement, improving efficiency, increasing customer value and reducing expenditure
• Web workstream lead for all projects
• UAT and UX Test Strategy and execution
• Budgets, forecasting, and target planning
• Change management and triage
• Training, 1-2-1 development, and coaching
• Lead and motivate agile development teams to deliver high-quality software at speed
• Develop and manage budgets, forecasts, and targets to achieve business objectives
• Spearhead the sourcing and tender process for a new software provider, negotiating the best possible terms and conditions
• Lead the redesign and re-platforming of 8 websites, improving user experience, performance, and scalability
• Manage the onboarding of new aggregators, expanding reach and distribution channels
• Drive the development of new products and services that meet market needs and generate revenue growth
• Implement and integrate a customer feedback platform to capture valuable insights and improve the customer experience

Digital Manager & CSPO - Projects - Endsleigh Insurance Services Ltd

(2008-01 - 2017-12)

Projects

• Customer recognition DNA
• Responsive Website
• Sourcing of new software provider
• Designed first mobile app
• Managed first Agile Project and set up of Agile teams on and offshore

Branch Manager - Endsleigh Insurance Services

(2003-01 - 2008-12)

Insurance Consultant - Endsleigh Insurance Services

(1999-01 - 2003-12)

UX Design - NN Group

Certified Scrum Product Owner® - Agile 8

Google Analytics - Google – Ireland

GNVQ Business Intermediate level

Insurance Foundation Test (FIT) - The Chartered Insurance Institute