I bring 25 years of experience working with leading brands, connecting with millions of customers daily. My expertise includes developing and executing strategies that serve the business and it’s customers.

Comcast: Global product

2023 – Current

Sky Glass

2020 – Current

Sky Glass - Head of Product
Core UI + Browse Experience & Merchandising toolkit + Remote control

Create a Easy to Use platform interface that simplifies navigation, enhancing user engagement and supporting upsell opportunities both presently and in the future

Measure of success: CSAT / Browse Engagement / % of UI Automated


Responsibilities

Conception & Delivery of a new core UI

  • Define & Deliver Core Browse Experience.

  • Establish UI toolkit for Editorial team to manage content (Rail formats, CMS & editorial tools for creating rails & collections).

  • Onboard Sky as an operator onto core Experience.

  • Deployment: Responsible for Customer Experience when deploying new features to customers.

  • Ensure UI & Remote where compatible.

Program & Project leadership

  • Lead Global E2E Project across multiple divisions, & Squads.

  • Manage and mentor a team (7) of product managers.

  • Manage C-Suite stakeholders across (Merchandising (UK, DE, IT); ChOps; Propositions; Premiums; PR; CSG).

  • Operational support for day-to-day- running of Browse Experience across SKY UK, DE & IT.

  • Roadmap and delivery of editorial tools.

Key Result

  • Implemented a New UI with Minimal Disruption: Successfully introduced a new user interface with minimal impact on daily operations, ensuring a smooth transition and uninterrupted workflow (UK, IT & DE).

  • Enhanced Quality Metrics: Consistently maintained and improved key performance metrics, contributing to higher quality standards and customer satisfaction.

  • Increased Homepage Merchandising Engagement: Achieved significant growth in user engagement on the homepage through strategic merchandising improvements.

  • Advanced UI Automation: Progressed towards increasing UI automation from 45% to 85%, significantly boosting efficiency and scalability.

  • Improved Core UI Usability: Enhanced the ease of use across core UI areas, leading to a better overall customer experience.

  • Personalisation Outperformance: Achieved superior performance in personalised content, surpassing the effectiveness of premium merchandising strategies.

Sky Q

2018 – Current

Head of Product: Sky Q (UK, DE, IT)
Core UI + Browse Experience & Merchandising toolkit + Remote control

Responsible for Strategic evolution of Sky Q’s interface, Navigation, TV Guide, Catch Up and Recordings.

Measure of success: CSat / Maintain & increase Engagement / % of UI Automated

Responsibilities

  • Maintain the highest standard of product defintion

  • Manage and mentor a team (7) of product managers

  • Ensuring Product, Technology & Design teams collaborate effectively to deliver exceptional product experience across platforms

  • Management & Delivery of Sky Business objectives

  • Support and optimise local variations of Sky Glass (IT/DE)

  • Help business & team achieve effectiveness with help of product Tools and features

Key Results:

  • Launched in 2020 A Simplified the information architecture of Sky Q – giving every movie and TV show a single ’show centre’ rather than multiple interim pages and a detail page

  • Went wide: removed the mini TV from the Sky Q browse experience

  • Rolled out hero art across the UI – removing acres of blue space

  • Boosted Conversion actions: 10% increase in ‘Conversion actions’ (downloads, playbacks & App launches)

  • Enhanced Playback Engagement: 2% more viewed playbacks (7+min)

  • Increased browsing activity: Browsing increased (up inn all key UI Areas)

  • Increased playback for sport: 48% increase in playbacks per. User from Sports category

Arqiva

2012 – 2018

Head of Customer Experience: Emerging Tooling
Developing new customer-centric products and services by harnessing digital technology.

Measure of success: Customer Retention / acquisition & Reduction in support calls

Responsibilities

  • Supported Connect-TV Operations from Product & Design Perspective: Provided comprehensive support for the Connect-TV platform, focusing on product and design aspects to enhance overall user experience and functionality.

  • Assisted Arqiva Sales Team in Marketing Connect-TV: Collaborated with the Arqiva sales team to effectively market and sell Connect-TV services, contributing to business growth and customer acquisition.

  • Identified Opportunities for Service Improvement and Efficiency: Proactively identified and implemented strategies to enhance customer service and operational efficiency, leading to improved client satisfaction and streamlined processes.

Key results

  • Launched with first partner in 2018: And demonstrated Arqiva InSite at IBC 2018.

  • Secured £4 Million Funding for Customer Portal: Successfully obtained £4 million in funding to develop a customer portal for the Media Management Platform, enabling enhanced user engagement and service capabilities

  • Acquired Customers Through Enhanced Customer Experience: Successfully attracted and retained customers by prioritising and improving the customer experience, resulting in increased user satisfaction and business growth.

Connect-TV

2010 – 2012

Co-Founder/Director of Product and UX&D
Making Digital Terrestrial affordable for all Channel providers

At the time, Connect TV was a new, innovative service, that enables content providers to gain access to the Freeview audiences in a cost effective way. Business was acquired in 2012.

Measure of success: Build product to support scale, then get acquired

Key Results: Business acquired in 2012

Consultant

2010 – 2012

Entertainment OS - Global Head of Product Experience:
Content Discovery across Linear, VOD & Apps

Create a brilliant, personalised experience that makes it easy to find something to watch on a TV Screen, while simultaneously aligning with and supporting current and future business objectives.

Measure of success: CSAT / Meaningful Browse Engagement / % automation


Global Responsibilities

Setting product strategy and define roadmaps:

  • Linear TV Experiences (TV Guide, Discovery, FAST)

  • Core Browse Experience: Automation, Recommendation & Personalisation

  • Core UI Structure (IA) and Browse Experience (Sky, Foxtel, Xumo)

  • Backlog management: Manage and prioritise backlogs for editorial tools

  • Operational efficiency: Automation & Optimisation

Program & Project leadership:

  • Manage C-Suite stakeholders Merchandising (UK, DE, IT North America & Australia); ChOps; Propositions; Premiums; PR; CSG)

  • Lead Global E2E Project across multiple divisions & Squads

  • Manage and mentor a team (7) of product managers

  • Operational support for day-to-day- running of Browse Experience

Key Result:

  • Enhanced User Engagement: Improved CSAT by optimising route to linear viewing

  • Personalisation: Developed foundational elements for delivering highly personalised experiences.

  • Feature Expansion: Successfully expanded core features to address and meet diverse local market needs.

  • Core UX Definition: Clearly defined the system experience, establishing a robust core UX framework supporting scale.

  • Defined measurable framework for “Good Experience” to ensure snr. stakeholders had a shared language when agreeing optimisation goals.

  • Global UI Toolkit: Created a comprehensive System UI toolkit tailored/supporting for global merchandising teams objectives, ensuring consistency and scalability.

UX/Product: Leadership for Hire

Enhanced customer experience for technology-driven companies by spearheading large-scale internal product initiatives, resulting in significant improvements in user engagement and satisfaction."

Clients

  • medCrowd: Development Director, Dec. 2009 - Working with the Medical Director of a new startup aiming to be the the “Instant messenger of choice” for health and care industry

  • GSMA Mobile Development Foundation – Unifying the mobile ecosystem and related industries to advance innovation and reduce inequalities around the world

  • Chess Casting “Best Minds win” – Turn chess into the world’s next mass-market spectator sport.

Schematic

2008 - 2009

BBC

1999 - 2009

Creative Director - London office

Provide thought Leadership on cutting edge UX solutions across 1’, 3’ and 10’ experiences.

Creative Director BBC Research & Innovation (2008 - 2009)

UX Director BBC iPlayer (2005 - 2007)

User Experience Manager (2006 -2007)

Head of Design, TV platforms (2004 - 2006)

Snr. Interaction Designer (2001 - 2004)

Interaction Designer (1999 - 2001)

Awards & Recognitions

  • 2023: Product of The Year for Sky Q at the What Hi-Fi awards - 7 years in a row

  • 2005: The BBC Red Button service won a D&AD Award in 2000. The award recognized the innovative approach of the BBC Red Button service in providing interactive television content, allowing viewers to access additional information, services, and features directly through their TV sets. This early adoption of interactive TV technology set a precedent for future developments in digital and interactive broadcasting.

  • 2008: BAFTA TV Craft Awards: iPlayer received the "Interactive Innovation – Service/Platform" award.

  • Item description

  • The BBC Red Button service won an International Interactive Emmy Award in 2006. This recognition was for its innovative approach to providing interactive content and services to television audiences, enhancing the viewing experience through additional features and interactivity.