About

During Covid, I was on Rentokil's Innovations graduate scheme. One of the tasks I was given was to find a way to save or make the business money. I thought for days about how I could reduce paper usage or save time on customer visits, but I wasn't getting anywhere meaningful.

Then it hit me while I was eating a full English in a Sunderland Wetherspoons. Why didn't Rentokil's technician app work as smoothly as when I'd just ordered breakfast? Why did my colleague who had 50 years of experience in pest control quickly become one of the lowest performing members of our team simply because we swapped from paper to app based service visits? I'd never heard of UX at that point. I just knew the app was a nightmare and I thought I could fix it.

I spent the next few months learning Figma on YouTube, finding a mentor on ADPList and completing a UX course. I completed the project, you can find out more about that in my old case study. The project went to the product backlog, as most things do, but something had clicked. I wanted to do this as my career.

That led me to try and get into an organisation where I could move sideways into a UX role. I joined Santander, where I was supporting customers who had been victims of fraud and scams. I used a knowledge base called i-Exchange every day to serve customers, but it really needed someone with the right UX skills to bring it up to speed. I carried out some user research and pitched some ideas to the platform owner... they offered me a job! I went on to redesign a knowledge base handling 5 million annual searches, rebuild the UI of an agentic AI customer service tool, and make major improvements to a community support platform.

Now I'm at Matalan building UX foundations for the business to scale. I've been working on a new design system, leading UX on a web migration, owning and planning a major discovery project, supporting the build of a new native mobile app and bringing the business back into touch with its users.

I'm looking for a new challenge where I can take on a more senior role. I'd love to further hone my skills in discovery, design thinking, mentoring, design systems and building strategic impact.

Ideally this would be in an organisation where user needs are kept front and centre, but I'm very familiar with driving organisational change to bring the user back into focus and welcome opportunities wherever the business is on their product journey.

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