Hertz
My work ranged from SEO, conversion optimisation and digital journeys to service innovation. I led cross-functional work including the keyless rental pilot, bringing together customer insight, technology, operations and commercial priorities.
About
My experience sits between customer understanding, product and growth.
My background spans digital marketing, conversion optimisation and UX research. It means I tend to look beyond one discipline, considering customer behaviour, commercial priorities and delivery together.
That means I rarely look at a customer problem through a single lens — I consider what people need, what their behaviour tells us and what the business is trying to achieve.
How I work
The process should fit the problem.
I don’t arrive with a fixed methodology and ask a team to work around it. I start by understanding the decision that needs to be made, what’s already known and where the uncertainty sits.
From there, I adapt the approach to the business. That might mean research, bringing different evidence together, facilitating a workshop or testing something quickly before more time is invested.
I adapt my approach to the business rather than expecting the business to adapt to my process.
Experience
Experience across research, optimisation and product
Working across acquisition, optimisation, innovation and product research has meant approaching the same customer problems from different perspectives — understanding the customer, the data and the wider business context.
Ocado Technology
As a Senior UX Researcher, I worked with product teams to bring customer understanding into discovery and decision-making earlier, from exploratory research and product strategy through to evaluative testing.
Have a digital problem you’re trying to make sense of?
If an outside perspective would help, I’d be happy to hear what you’re working through.