Selected work

Customer experience, digital transformation, commercial growth and new ventures.

My work spans established global businesses, transformation programmes and ideas built from the ground up. The common thread is connecting customer needs, business opportunity and strong execution to create measurable impact.

Digital transformation · Leadership · Luxury retail2016 to 2026

Selfridges & Co

Almost a decade evolving one of the world's great stores from a small UX team into a multidisciplinary experience function of more than twenty.

Customer experience · Membership · Luxury retail2024

Selfridges Unlocked

Selfridges' customer membership programme, where I owned the experience strategy and made sure it worked the same way online, in email and in the building.

UX maturity · Ways of working · Organisational change2016 to 2026

Raising UX maturity

Moving UX at Selfridges from something applied project by project to something the business planned around, using a maturity model to make the gap visible.

Experience strategy · Retail innovation · Team design2016 to 2026

The future of experience design

A four-pillar view of where retail experience at Selfridges should go next, written to start arguments in the right rooms rather than to be signed off.

Product design · Accessibility · Publishing2015 to 2016

Nature Careers

A full redesign of Springer Nature's careers platform, from job search through to applying, built to WCAG standards on a reusable set of components.

Ecommerce · Platform transformation · International2011 to 2014

Thomas Cook Group

Leading UX across international travel and ecommerce experiences, improving customer journeys from discovery through booking, across multiple brands and markets.

Studio & ventures

The studio I’ve run since 2009, the things I’ve started on my own, and the client work that goes through it. The difference from the employed roles is that here I own the whole thing, from the proposition to what actually ships.

New venture · AI · Business strategyComing soon

The Concierge

An AI-powered platform connecting high-net-worth individuals to curated travel, lifestyle and bespoke experiences, built to fill a clear gap in the luxury services market.

Brand · Website & Build · Growth2024

Aquathirst

A long-running partnership modernising a hydration brand across digital and physical, cutting reliance on paid ads while growing organic enquiries.

Charity · Accessibility · Design systemsOngoing

Rare Dementia Support

A long-running relationship with a charity supporting people living with or affected by rare dementias, first through Selfridges and then independently.

UX research · Design systems · Logistics

Speedy Freight

A research-led redesign for a same-day logistics business, delivered with Roaring Lion Media, from internal and customer research through to a documented design system.

Brand · Website & Build · UX

Roaring Lion Media

A website and digital experience for a full-service creative agency, turning a refreshed brand into something that holds together on screen.

Concept · Brand · Mobile product

Get in the Hole

A self-initiated concept for a social golf app, taken from problem definition through brand identity to a designed experience.

Looking for senior digital or experience leadership?

If you're building a team, a product or a customer experience that needs to perform, I'd be glad to talk.

Get in touch View selected work