Since 1995, I have worked with leaders, teams and organisations on customer experience, employee experience, service design, brand and organisational improvement.
My work usually begins with a simple question: what is making this harder than it needs to be?Sometimes the visible issue is unclear communication.
Sometimes it is a broken journey, a team under pressure, a service that works on paper but not in practice, or a decision that needs sharper thinking before action is taken.
I help organisations find the underlying pattern, not just the visible symptom. Then I design the frameworks, maps, tools, sessions or improvements that help people agree what needs to change and move forward.
I don't see maps, frameworks or workshops as the end point. They are useful only when they help people understand the work differently, make better choices and improve the experience for customers, employees and the organisation.
I have worked across banking, telecoms, retail, public service, education and professional services, with organisations including NS&I, Ravensbourne University London, Warba Bank, Ooredoo, and Volvo.
I hold a Master of Design in Service Design Innovation (MDes) from University of the Arts London and am a Fellow of the Royal Society of Arts (FRSA). I also teach business innovation as a sessional lecturer.
