Key Projects (2022-Present)
Commercial Lending Transformation (Commercial Lending)
Developing a North Star vision to steer design activity and support the business roadmap, shaping future propositions for a best-in-class lending experience.
Streamlined customer journeys and accelerated decision-making by reimagining the end-to-end lifecycle and service ecosystem, with a focus on automation and process optimisation to improve speed and efficiency in loan fulfilment.
Designed journeys that integrate automated credit decisioning, GenAI-powered ingestion, and dynamic monitoring.
Collaborated across business, technology, and design teams to create a scalable model for future lending services.
Future of Financial Services (Design Futures)
Explored opportunities beyond immediate delivery scope to shape the future of saving, spending, and investing — helping customers build long-term wealth.
Identified emerging trends and provoked senior leadership to adopt a customer-first mindset in cross-functional discussions.
Led fast-paced sprints to reimagine how the bank can meet evolving customer needs, focusing on AI, Mixed Reality, and other future technologies.
Partnered with design, business, and product teams to craft strategic narratives, prototypes, and design artifacts that influenced long-term direction.
Deposit Cash (Payments)
Created a new customer journey enabling cash deposits at nearby cash points, ensuring continued access for vulnerable customers while aligning with the business strategy to phase out branches.
Collaborated within a cross-functional team to balance business priorities with customer needs.
Led inclusive design panel sessions with lived-experience experts and subject matter specialists to ensure accessibility and usability.
Lloyds Connected - Foreign Exchange Risk Management Platform (Markets)
Led the creation of Lloyds Connected, a white-labeled platform for business customers, supporting the bank’s digital transformation and growth strategy.
Provided design leadership through governance, weekly reviews, and accessibility checks to ensure alignment with Lloyds’ brand guidelines and inclusive design standards.
Collaborated closely with a partnered supplier to maintain design excellence and delivery quality.
Ran user research with selected business customers to validate needs and refine solutions.
Sales Onboarding Journey (Care Payment Services)
Redesigned the end-to-end sales journey for merchants applying for Card Payment Services.
Identified pain points through three co-creation sessions with 11 customer-facing colleagues.
Reduced quote times from 20–30 minutes to 5–10 minutes.
Increased average card terminal sales income from £212 to £240 during a four-week pilot phase.
Customer Complaint Experience (Card Payment Services)
To support achieving a business goal to reduce attrition from 20% to 14%, redesigned the complaint journey across digital channels.
Redesigned complaint website, strengthening the design team’s visibility and collaboration with the product team, achieving a 17.7% improvement in Acrolinx scores and a 52.6% increase in access to complaint information.