Profile

• Creative and results-driven Service Design Leader with over 15 years of experience crafting validated value propositions and delivering innovative digital solutions. 
• Skilled in turning complex challenges into scalable, people-centric experiences that consistently drive business outcomes.
• Proven expertise in Service Design, UX and Customer Experience with a track record of delivering end-to-end solutions across global markets and industries.
• Experienced at leading cross-functional teams to execute ambitious roadmaps, integrate data-driven insights, and align digital ecosystems with user needs and business goals.
• Passionate about fostering a culture of innovation, collaboration, and growth, while leveraging design thinking and agile methodologies to turn vision into reality.

Core Competencies

• Service Design & Product Design 
  • 14 years in delivering end-to-end, people-first experiences, utilising methodologies such as customer journey mapping, service blueprints, and design thinking to drive impactful outcomes.
• Leadership & Collaboration
  • 6 years developing individuals and teams, fostering a culture of innovation and sustainable growth, while driving cross-functional collaboration and orchestrating stakeholder alignment across the organisation.
• Agile & Organisational Transformation 
  • 12 years of agile product development experience, including SAFe environments, with 6 years implementing modern work methodologies such as Holacracy to drive organisational change and foster adaptive, high-performing teams.
• Strategic Vision
  • Developing roadmaps and value propositions, presenting strategies to convince executive-level stakeholders and drive alignment to scale digital ecosystems.
• Data-Driven Design
  • Utilising research, analytics, and market insights to drive strategy development and ensure data-driven, well-founded decision-making.

Skills

• Service Design
• Product Design/UX
• User Research
• Design Operations
• Design Thinking
• Leadership
• Agile
• Employee Experience

Tools

• Miro
• Figma
• Adobe CS
• Jira
• Confluence

Work Experience

Customer: various

Tasks:

• Built the internal Service Design practice from the ground up, implementing processes and tools that scaled organisational capabilities and improved delivery efficiency.

MHP Design Academy

• Co-led the internal Design Academy, facilitating training for over 100 employees in Service Design, Design Thinking and innovation methodologies.

• Led vision, research, and blueprint development for a platform designed to support employees throughout their lifecycle, enhancing engagement and streamlining the employee experience and HR processes.

• Led the design and rollout of mobility services across Europe and the UK, achieving a 30% increase in user satisfaction and adoption.

Porsche Online Sales

• Designed scalable digital sales platforms, boosting dealership productivity by 20% while introducing diverse payment solutions for leasing, subscription, and ownership models.