• Spearheaded the transformation of merchant- and developer-facing experiences at PayPal, enhancing user acquisition and engagement.

• Leveraged AI technologies to innovate customer experiences, significantly improving operational efficiency.

• Accountable for core merchant-facing experiences, including experience architecture and product communication frameworks, leading to increased customer loyalty.

Business and product owner for PayPal’s global guest experience, with accountability for driving growth in organic acquisition and engagement. Leader of cross-functional portfolio of ~150 employees

Key accomplishments:

• Significant increase in conversion for merchant sign-up starts on US core site acquisition journey. Drove material outperformance vs. forecast on merchant activations on PayPal.com

• Material increase in US consumer sign-up starts, and app downloads

• Dramatically increased non-branded search volumes in ~18 months

• Reduced page load time from global average of ~13s globally to sub 4s

• Increased employee engagement scores from 65 to 80 in 12 months

• Achieved against a backdrop of building a team from scratch at the outset of the pandemic, and successive, significant YOY reductions in annual operating budget over 3 years

Global product content strategy and design lead for PayPal and acquired brands, leading a team of 50+ content strategists and designers. Included interim leadership of globalization function for 9m

Key accomplishments:

• Developed and executed global content strategy for PayPal across all global products during a period of exponential growth, when revenue doubled in 3 years

• Built commercial content strategy function to drive a metrics-driven, commercial outcome-focused approach to content design (case studies available on request)

• Established commercial and A/B testing for content, as well as consistent impact measures for content design and strategy.

• Grew the Content Strategy discipline to include content standards and governance globally.

Global product content strategy and design lead for PayPal and acquired brands, leading a team of 50+ content strategists and designers. Included interim leadership of globalization function for 9m

Key accomplishments:

• Developed and executed global content strategy for PayPal across all global products during a period of exponential growth, when revenue doubled in 3 years

• Built commercial content strategy function to drive a metrics-driven, commercial outcome-focused approach to content design (case studies available on request)

• Established commercial and A/B testing for content, as well as consistent impact measures for content design and strategy.

• Grew the Content Strategy discipline to include content standards and governance globally.

After introducing the UK's first credit card in 1966, Barclaycard has continued to innovate in payments to make it easier for buyers and sellers to take and make payments. Now the UK's leading credit card, Barclaycard was the first credit card in the country to go digital. In its role as an acquirer, the company also has an industry-leading B2B business, processing more than 40% of UK retail transactions.

The Head of Content & Digital Channels played a key role in keeping Barclaycard ahead of the competition by leading on digital customer experience, content strategy, search channel performance and content marketing for the UK business. The role worked across the customer lifecycle, driving brand awareness and consideration through engaging and differentiated content, supporting financial targets through significant B2C account acquisition and B2B lead generation activities, and improving customer advocacy by delivering a memorable end-to-end customer experience.

Key accomplishments:

• 15% increase in mobile acquisition conversion following launch of responsive website

• 50% YOY uplift in accounts acquired via SEO

• Doubled social engagement from avg. 0.7% to 1.5% in 12 months