2025 - present  |  Senior Design Researcher, Edinburgh, Scotland

Lloyds Banking Group - Investment & Pensions
 

• Led end-to-end research, shaping pension and investment platforms for 10M+ users, including the transition of 43,000+ schemes to a unified digital hub.

• Standardise research practices across lifecycle stages, improving reporting consistency and alignment with product, design, and engineering teams.

• Mapped complex user journeys and facilitated cross-functional collaboration, influencing quarterly planning and high-impact opportunity prioritisation.

• Applied ethnographic methods in sensitive areas and delivered 70+ interviews and workshops with customers and stakeholders.

• Mentor and coach to junior designers.

 

2024  |  Service Design, Montréal, Canada

Intact Insurance
 

Conducted an end-to-end project to optimise the auto claims communication journey.


• Mapped the current state.


• Facilitated 4 stakeholder workshops & ran 4 bilingual co-creation sessions in French and English.


• Conducted 20+ user interviews.

Led a research pilot to adapt insurance products for newcomers in Canada.


• Conducted competitive benchmarking, surveys, and user interviews.


• Identified service gaps.


• Presented findings and recommendations to senior leadership.

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2022 - 2023  |  UX design, Cologne, Germany

Sensity, digital consultancy
 

Delivered UX research and designs for a range of clients, including Deutsche Telekom and ABB.


• Collaborated with multidisciplinary teams.


• Led user research and testing & conducted competitor analysis.

• Created wireframes and prototypes.