Morgan Howson

WORK EXPERIENCE in DIGITAL PRODUCT

I am currently working within the Fulfilment and Retention domain at On the Beach, helping our teams to deliver excellent solutions in booking and order management, payments and finance, customer experience and loyalty and retention.

• Billing and Payments: Led global strategy across twelve markets for brands like Vogue and GQ, managing payments for millions of subscribers across a variety of channels, traditional and alternate payment methods and geographies.
• Revenue Growth: Delivered a 30% revenue increase in one year through post-purchase upsell and bundling enhancements.
• Customer Retention: Launched digital cancellation journeys, reducing customer service inquiries by 95% and increasing retention by 30%.
• Operational Efficiency: Automated chargeback handling, improving dispute win rates and cutting handling time by 98%.
• Championed a comprehensive onboarding initiative that streamlined the user journey, significantly boosting customer satisfaction and driving acquisition through positive word-of-mouth.

• Leadership Through Ownership Transition: Spearheaded the transition from private to venture capital ownership, shaping new strategic direction.
• Technology and Team Restructure: Optimised the tech function for efficiency, boosting employee productivity and delivering new consumer facing features.
• Employee Satisfaction: Drove a 30% improvement in employee satisfaction through enhanced communication and work processes.
• Developed a comprehensive strategy that enhanced the customer lifecycle, resulting in a 20% increase in brand advocacy by improving product experience.

• Partner Satisfaction: Boosted partner satisfaction by 23% and reduced operational costs by 54% through back-office system enhancements.
• End-to-End System Replacement: Built a roadmap to replace a 15 year old Ruby on Rails backend infrastructure with new, modern, modular tooling using a micro-services architecture, phasing work to deliver maximum business value.

• Product Development: Built a 0-1 B2B2C SaaS subscription billing platform from scratch, leading product, design, and development teams to produce a solution that secured top-tier G2 ratings.
• Growth and Scaling: Expanded the platform to serve tens of thousands of monthly users, scaling the business with effective and sustainable processes whilst minimising overhead.
• Fostered a culture of continuous learning through coaching sessions, which significantly improved team morale and contributed to a 25% increase in employee satisfaction.

• Operational Impact: Increased agent knowledge scores by 20%, boosting CSAT by 15% and reducing average call duration by 30 seconds, saving millions annually.
• Self-Service: Launched a new online help website with troubleshooting guides, increasing self-service utilisation by 470%.
• Customer Satisfaction: Contributed to a 3.2-point increase in NPS through self-service enhancenemnts and reduced call centre demand.

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WORK EXPERIENCE in THEATRE & THE ARTS

• Co-conceived and produced immersive magic and music experience, securing funding and building business model from concept to 192-seat operation.
• Assembled award-winning creative team including Punchdrunk alumni and diverse cast of musicians, magicians, and hospitality staff championing representation in magic industry.
• Managed integrated theatre and hospitality operations serving 100+ guests per performance.
• Achieved critical acclaim (Immersive Rumours, No Proscenium) and strong audience reviews.

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SPEAKING & THOUGHT LEADERSHIP

I regularly speak at industry events on product management, diversity in technology, and building inclusive workplaces. Recent engagements include:

topics available for speaking

Product Strategy & Roadmapping • Building Inclusive Tech Cultures • Trans Rights & Representation • Leadership & Team Dynamics • Career Pivots & Professional Growth • Creativity in Product Management

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SKILLS & EXPERTISE

Product leadership

Product Strategy • Roadmap Development • User Research • A/B Testing •  Stakeholder Management • OKRs & KPIs • Go-to-Market Strategy • 0-1 Lifecycle Management

Delivery and operations

Agile/Scrum • Sprint Planning • Backlog Management • Release Planning • Cross-functional Team Leadership • Technical Specifications

tools and technical

Jira • Confluence • Notion • Figma • Google Analytics • Mixpanel • SQL (Basic) • Amplitude • UserTesting • Miro • Productboard • Prompt Engineering

Industries and domains

Travel & Hospitality • Media & Publishing • E-commerce • Fintech • Subscription Services • Multi-region Rollouts • B2B & B2C

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EDUCATION

Completed part-time through evening study while working full-time. Interdisciplinary degree covering strategic management, innovation, operations, and analytical methods.

Modules studied

Accounting • Brand Development • Business Information Systems • Buyer Behaviour • Commercial Law • Corporate Governance and Ethics • Corporate Responsibility • Entrepreneurship and Small Business • International Business • Innovation Management • Macro and Microeconomics for Business • Management Studies • Marketing Communications • Marketing Principles and Practices • Marketing Strategy • Operations Management • People Management • Quantitative and Qualitative Analysis • Strategic Management

Profile

I build products that delight customers and drive business results. Currently Head of Product at On the Beach, I’ve spent the past decade leading teams at Condé Nast, TalkTalk, and Not on the High Street—delivering meaningful impact across travel, media, and e-commerce.

I excel at turning vision into actionable roadmaps, fostering collaboration across departments, and scaling products that drive growth and customer satisfaction. My approach prioritizes rapid value delivery, empowering autonomous teams, and maintaining focus on outcomes over outputs.

Beyond product leadership, I bring experience from the creative industries as Executive Producer at Rhythm&Ruse, where I applied product thinking to theatre management. I’m particularly passionate about building inclusive, high-performance cultures and speaking on diversity in technology.

With over a decade of experience leading global teams through complex product cycles—from conception to implementation—I’m skilled at navigating operational challenges while maintaining strategic focus on long-term business goals.

INTERESTS

Elsewhere on this site, you’ll find details on my love of film, adventures around the world and essays on trans inclusion and other topics.

Get in touch

You can get in touch using my contact form or connect with me on LinkedIn.