Experience

BBC

Manchester, UK

September 2021 - Current

heading up the Live Experiences content design squad, prioritising and delegating work effectively to deliver key product features and improvements
working with key senior stakeholders across Digital Product Group and editorial leadership to gain buy-in, and demonstrate the value of content design to the wider organisation
running content design training to help colleagues feel more confident writing user-centred content in areas where this isn’t dedicated content design resource
shaping and contributing to the BBC’s content design community of practice
line managing and mentoring two UX Designers, as well as recruiting and interviewing across UX disciplines

designing and delivering a brand new set of interactive Figma flash cards to help designers write better content, facilitate content-first workshops and bring more content design thinking into their day-to-day work
creating and delivering an ‘introduction to content design’, the BBC’s first content design training course

BBC

Manchester, UK

February 2019 - September 2021

crafting user-centred product and UI content across internal and audience-facing digital experiences
collaborating across multi-disciplinary product and UX teams, including product managers, engineers, designers, information architects, design researchers and delivery managers
developing voice and tone, accessibility and content guidelines to help editorial colleagues write consistent, clear and user-centred content
planning and facilitating usability testing, as well as presenting back and implementing research recommendations

“Daily Lessons”: Bitesize’s response to nationwide school closures - helping students, parents and teachers navigate 1800 online lessons while the UK learned in lockdown
delivering an improved sign-in and onboarding experience for the BBC Sport app, reaching 97% sign-in rate
designing and embedding the voice and tone, interface, UI and game content for Nightfall - the BBC's first online multiplayer game

The Co-operative Bank

Manchester, UK

February 2017 - February 2019

product development and optimisation of the online mortgage and savings products for the UK's ethical bank, with a focus on User Experience and Conversion Rate Optimisation (CRO)

delivering a newly designed Platform.co.uk website, migrating from an archaic CMS to a new trial CMS (DotCMS)
outlining the strategy to migrate the primary bank site to DotCMS after successfully launching Platform.co.uk
delivering a new online mortgage switch tool, alleviating 40 calls per month into the contact centre and reducing a two week process to a 3 days for switching customers
“componentisation”: a project to migrate the bank website from static HTML content into components, directly editable within our CMS. Doing this reduced small change lead time from 3 to 1 day, and meant we no longer required engineering resource to make simple text changes onsite
tracking and implementing over 700 accessibility improvements across our sites and apps

Sainsbury's Argos

Milton Keynes, UK

April 2016 - February 2017

owning and delivering key promotional and seasonal campaigns across digital channels like Black Friday, The Big Sale and Christmas trading. Implementing UX improvements and CRO strategies to deliver improvements to the business's most vital online campaigns

Black Friday 2016: digital execution for a record-breaking £14m day
Big Red Event: iterative design driving +8% on-page conversion over 12 months
Summer of Sport: our first ever online-only campaign, achieving £4m online sales in 6 weeks

Argos

Milton Keynes, UK

September 2015 - April 2016

content design, copywriting and content management across audience-facing digital channels for one of the UK's largest online retailers

Baby Steps: a 12 page online hub with advice and product recommendations for parents-to-be, new parents and guardians
Drones: evergreen content organically reaching 1500 site-entries/month
Black Friday 2015: building £10m/day trading page in a new Adobe CMS, as well as crafting content and supporting SEO strategy throughout a 12 day campaign
50+ smaller site and app changes per weekly BAU cycle