Work
I build products that delight customers and drive business results. I’m currently a Senior Product Manager at Agoda, and I’ve led teams across travel, media and e-commerce.
-
Senior Product Manager at Agoda
Bangkok, Thailand
Present -
Head of Product at On the Beach
Manchester, UK
From 2024- Introduced end-to-end service automation for 42% of user journeys reducing cost to serve by £2.5m per annum
- Improved autobook rate from 58.8% to 86.7% reducing cost of booking support by £0.5m per annum
- Introduced open banking driving adoption to 40% resulting in £1.6m per annum of savings
- Introduced new fee structures for in-house finance, driving £5.6m of new margin with no impact on conversion
- Delivered rebooking incentive driving 23% rebooking rate and incremental profits
- Increased BSAT from 16% to 78% whilst reducing looping by 5x and maintaining containment at 70%
-
Executive Producer at Rhythm&Ruse
London, UK
2024- 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.
-
Senior Product Manager at Condé Nast
London, UK
2023–2024- 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.
-
Product and Technology Director at LloydsDirect
London, UK
2022–2023- 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.
-
Lead Product Manager at Not on the High Street
London, UK
2021–2022- 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.
-
Director of Product at Billsby
London, UK
2016–2021- 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.
-
Senior Online Self-Service Manager at TalkTalk
London, UK
2014–2016- 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 enhancements and reduced call centre demand.
Speaking
I speak about product management, diversity in technology and building inclusive workplaces.
Women in Payments panel
· Payment Leaders Summit, 2025Building magic from nothing
· Internal talk, 2025What I wish I knew about influence before I had any
· Internal talk, 2025
Topics I speak about
Product strategy and roadmapping, inclusive tech cultures, trans rights and representation, leadership and team dynamics, career pivots and growth, and creativity in product management.
Skills and expertise
Product leadership
Product strategy, roadmap development, user research, A/B testing, stakeholder management, OKRs and KPIs, go-to-market strategy, and 0-to-1 product development.
Delivery and operations
Agile and Scrum, sprint planning, backlog management, release planning, cross-functional team leadership, and technical specifications.
Tools and technical skills
Jira, Confluence, Figma, Google Analytics, Mixpanel, basic SQL, Amplitude, UserTesting, Miro, Productboard, and prompt engineering.
Industries and domains
Travel and hospitality, media and publishing, e-commerce, fintech, subscription services, multi-region rollouts, and B2B and B2C.
Education
BSc Business, upper second-class honours
Birkbeck, University of London
Completed through part-time evening study while working full-time. The degree covered 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, management studies, marketing communications, marketing principles and practices, marketing strategy, operations management, people management, quantitative and qualitative analysis, and strategic management.