CV

Work history

• Matalan 2025 – present

  Product Designer

  • Built a design system from scratch, documenting 300+ components across web and mobile using Atomic Design principles, now adopted across design, CRO and trading teams and being implemented into frontend code.
  • Led UX on a platform migration with THG, collaborating with their UX, engineering and development teams to audit 55 web and mobile widgets and raising 70 experience and accessibility tickets.
  • Leading an end-to-end discovery project for a new website, owning all research decisions and delivery across an 8 phase plan from initial discovery through to RFP and build.
  • Repaired relationships between UX, trading and customer insight teams, reestablishing cross-functional collaboration and removing issues around siloed teams.
  • Rebuilt UX research practice from the ground up and embedded it at executive level, for example using my research I directly influenced a decision to abandon AI generated imagery for child models based on target customer sentiment.
  • Designed and delivered UX for a suite of native mobile app widgets in collaboration with Apadmi's development team, working within an Agile refinement process across design, product and engineering.
• Northern User Experience (NUX) 2025 – present

  Volunteer

  • Volunteer for NUX Manchester and Liverpool, supporting the organisation and delivery of events for the NUX community.
  • Speaker at two events for NUX Manchester and Liverpool on breaking into UX as a career switcher, drawing on personal experience to support others navigating the same transition.
• Santander UK 2023 – 2025

  Product Designer / Business Analyst

  • Redesigned a knowledge base handling 5 million annual searches, implementing AI search and personalisation features to boost NPS by 12% and save 200+ hours of colleague time per month.
  • Designed a personalisation feature that automatically filters content to each user's role, removing the need for manual filtering and reaching 50% adoption within the first month of launch.
  • Increased feedback rate by 30% on an AI chatbot used by thousands of colleagues daily, delivered within a three week window and zero additional development budget through targeted UI changes and providing a dedicated community feedback forum.
  • Led a team of three to research and redesign an internal support forum, delegating research across user interviews, competitor analysis and observational studies, cutting load times by 50% and saving 97 hours per month.
  • Audited and resolved 34 usability bugs across the platform and ensured compliance with WCAG 2.2 accessibility standards.
  • Built the business case and secured international stakeholder buy in to deploy an AI search engine, replacing a legacy system and delivering 200+ hours of monthly time savings.
  • Redesigned fraud and scam reporting across heavily regulated teams, consolidating 18 separate processes into 2 through cross-functional alignment with senior stakeholders and risk teams.
• Santander UK Mar – Apr 2025

  UX Researcher (rotation)

  • Proactively embedded within Santander's central UX team on a development rotation, building relationships that led to a direct research collaboration with a lead researcher.
  • Conducted research on mobile balance displays using surveys and user interviews, revealing a gap between self-reported and actual comprehension of pending transactions, and offered naming recommendations to improve clarity in the mobile app.
  • Consolidated research findings into a stakeholder report, contextualising insights for the product owner to build the business case for updating balance displays.
• Blake's Estates 2020 – present

  Director

  • Founded a property investment business after identifying an opportunity in the market, managing the full lifecycle from financing and mortgage structuring through to refurbishment, contractor management and ongoing landlord compliance.
  • Delivered 30% ROI on my first project, building firsthand understanding of the agent, landlord and investor experience that underpins the UK property market.