Karl Smith, FBCS, MSc

Roles: Consulting Partner, CIO/CTO, Global Head, Director of Digital, CIO, Agile Transformation Director, Polymath

Nationality and Current Work Access

• Britain – UK Passport Holder (by Birth)
• EU – Irish Passport Holder (by Ancestry)

Previous Work Access

• Australia – Visa
• China – Visa

Previous Security Clearance (equivalent)

• Developed Vetting (DV)
• NATO Secret

Summary

I have established both new businesses and core competencies through lean, agile and business process reengineering.  Delivering new or transitioning technology platforms in existing global enterprises, governmental agencies and national businesses. In turn these directly impact efficiency, customer experience, market capability and value creation. I am a recognized key opinion leader in Change Management, CRM, Predictive Analytics, Mobility, Future of Work, Customer Experience and FinTech. I have a full SDLC background including Jira, Confluence, SharePoint (and other ECMS), Rally, Cloudbees CI/CD, AI, ETL and business process reengineering, product management and ownership.

Apr 2015 – Present Director Digital Design, Strategy and Transformation

Karl Smith Consulting – APAC, EMEA

Fractional or term consulting, as transition director, director of delivery, transformation director, group product owner, customer journey management, enterprise architect, organisational design consultant and business architect. Working across multiple time zones including USA, India, Korea, Mexico, Brazil with up to 140 vendors on multiple work streams to deliver complex technology systems. Change includes HR and contract changes, related risks and ancillary supporting projects and organisational restructuring. Full stack technology and enterprise software development and architecture background including DevOps, Cloud, Containers, Data Architecture & Analytics, Software Development Lifecycle (SDLC), ERM/IRM, ERP, CRM and ECMS, Digital Strategy, Planning and Implementation

• All me: Social media CTO including funding strategy VC/PE for full SDLC. https://www.youtube.com/watch?v=EhBKLuvwypE
• Admiral Insurance: Led Agile Transformation, defining the Portfolio Office for Alpha and Beta operations.
• HSBC: Transitioned Clarity through APIs into a work management system for 200,000 users; developed an engineering portal utilizing AI/ML for 45,000 users.
• Customer Agility Framework: AI and Customer focused working https://customeragility.com/ ML, Neural Networks, NLP, LLM, Deep Learning, Fuzzy Logic, Expert Systems and Big Data.
• The Scottish Government: Designed service blueprints for three national benefits using IBM Curam Case Management Software.
• The University of Edinburgh: Digital Transformation in Education.
• Decision Point AI ^®: Bayesian Networks AI Five Eyes system Product Owner commercialisation.
• Avaloq: Integrated Human-Centered Design into banking technologies, enhancing mobile banking and portfolio management services. Created application marketplace.

Jan 2014 – Apr 2015 Co-Founder and Partner

Wipro Digital – Global (LATAM, EMEA, APAC) Setup: NYC, Mountain View, London, Bombay, Bangalore.

Responsible for pre-sales, technical sales, RFI/RFP/POC, SDLC, staffing, target operating model, budgeting, P&L and marketing. Also involved in analyst community regarding new proposition. Service offering creation across strategy, technology and design with thought leadership, consultancy, innovation, and creative design offerings. Key involvement in M&A strategies and engagements during and post M&A integration and strategy.

Key Clients: Barclays Bank, US Bank, National Grid, Kohl’s, Macy’s, Novartis, Medtronic USA, BASF, ABB, 3M, FedEx, Alcatel-Lucent, DHL, Vodafone Europe, Denso, Shell.

• Co-Founder and Partner
• Gartner Magic Quadrant within 9 months
• Global sales pipeline creation and management
• Workday Implementation for Sales
• RFI/RFP and POC responses
• Mergers and Acquisitions $350m
• P&L $150m

Dec 2013 – Feb 2014 Global Head of User Experience and E-learning

Wipro Technologies – Global (LATAM, EMEA, APAC)
Responsible for pre-sales, technical sales, RFI/RFP/POC, SDLC, staffing, budgeting, P&L, internal pipeline, and marketing for the management of all global parts of a E-Learning and User Experience. Global division leader with 620 direct staff on 124 in flight programs, with 40 new RFP’s a month to meet targets and strategic company goals.

• Merger Strategies $50m
• Digital Strategies $850m
• New Business Development Won $820m
• P&L $290m

Nov 2012 – Nov 2013 Global Head of Mobility User Experience UX

Accenture – Global (LATAM, EMEA, APAC) Setup: NYC, London, Hong Kong, Beijing.

Responsible for pre-sales, technical sales, RFI/RFP/POC, SDLC, staffing, target operating model, budgeting, internal pipeline, advocacy, launch, governance, and adoption of Enterprise User Experience (EUX) in EMEA, AMER and APAC, across all user and technology touch points with access to cutting edge technologies, platforms, devices including augmented reality, RFID, addressable sensors, dust etc. Key involvement in M&A strategies for acquisition and integration into global business. Global division leader with 360 in flight projects, with 160 new RFP’s a month to meet P&L targets and strategic company goals.

Key Clients: Barclays Private Bank, TSB, Santander, Bank of China, JP Morgan, Chase Bank, National Bank of Oman, Thames Water, National Grid, BNFL, Scottish Hydro, Wood Mackenzie, Belgacom, Carphone Warehouse, Best Buy, Novartis, Pfizer, Johnson & Johnson, Macy’s, Unilever, Argos, ASOS, Primark, TJX (TK Maxx Group), Kohl’s, Microsoft, Apple, Petrobras, Shell, BP, Scottish and Southern Electricity.

• New EUX Capability Launch Globally
• Relaunch Financial Services vertical (Innovation)
• Transformation Strategy $550m
• P&L $540m
• Establish Service Design Capability
• Due Diligence $200m
• Acquisitions $1500m
• Merger Strategies $500m
• Digital Strategies $150m
• New Business Development Won $1220m

Digital Agency Clients (sample list)

Altogetherdigital, Sapient, Nitro Group, The Chemistry Group, Collective London, Engage Group, The Web Technology Group, Targetbase Claydon Heeley

Delivered (sample list) as Director, Client Partner or Consulting Partner

• HSBC – Agile Operations though Clarity, Rally, Jira and Cloudbees integration transitioning Clarity through APIs into integrated work management system for 200,000 users. Engineering portal using AI/ML and Facets Search for 45,000 users for full Software Development Lifecycle (SDLC).
• NatWest Group – Agile Transformation Strategy and Implementation Plan (Service Design TOM and ITOM for Retail, Commercial Banking and Technology delivering HCD/UCD, Enterprise Agility SAFe) and with Group.
• Admiral Insurance – Agile Transformation supporting Portfolio Office
• TK Maxx – Buyer enterprise iPad application and data system transition to manage millions of items in constant back-office purchase process.
• Wipro Digital – Founder, Global Head of Design (Service Design, TOM architect, defined core offerings for global consultancy) in 2014. M&A on Designit, integration strategy and TOM in 2014.
• The Cooperative Group – Reimagined mobile experience for customers with new apps based on location.
• IBL – Private Banking KYC mobile app and data logic for engagement points for real time investment adjustments for HNW/UHNW.
• Argos – New mobile Apps and IAM to refocus local retail as a digital experience (apps, processes, and org design).
• Unilever – Global Treasury platform to manage locked funds, distribute and manage risk.
• Raiffeisen – New single processing platform for all banking transactions based on Avaloq.
• Bank of China – New Oracle transaction platforms supporting Commercial, Retail and Private Banking.
• Deutsche Bank – New IAM system for commercial bank driving down 24/6 operational costs by 76%.
• NatWest Markets – Designed new daily P&L, treasury, and trading risk management system JEDI for all golden source data for executive oversight and regulatory reporting.
• Oxford University Press – New WCMS to support 114 countries with 450 editors, transition 65 subsystems and web services for adoption of Mobile First and new Digital Governance conforming to ISO/IEC 38500.
• Oxfam – New WCMS, robust IAM and payment gateways with burst capacity for major incidents
• Tesco Bank – Change risk management process (real-time analytics) at request of CEO, insurance journey optimisation and BPR.
• Wood Mackenzie – GIS Analyst data re-platform all assets and portfolio research tools into one system.
• Zoopla – Invention of Zoopla through use of Google Maps 2.0 at the Digital Property Group.
• National Driver Rehabilitation Scheme (NDORS) – System design, data Replatform and IAM.
• EMR Patients Records System – Psion based doctor, nurse, surgery, hospital single records system in Canada.
• Time of War NATO Fleet – Big Data, resilience and operational optimisation IA (delivered in standalone terminal).
• Shell – Design Authority for Global Mobility planning and execution with 120 new apps and data system.
• BP – Mobility strategy with 243 apps to support new location setup, staff and logistics.
• Pertobras – Enterprise EPR system supporting regular maintenance, resource allocation and purchase.
• Centrica (British Gas) – AlertMe based Hive home automation system.
• Thames Water – IoT service management using Expert Systems to support predictive maintenance and engineer up skilling.
• SSE (formerly Scottish and Southern Energy) – Customer Portal for self service operations, renewals and trouble shooting.
• National Grid – IoT service management using Expert Systems to support predictive maintenance and engineer up skilling.
• Great British Energy (formerly BNFL) – Category 1 and 2 intrinsically safe systems for secure sites.

Sectors as Director, Client Partner or Consulting Partner

Aerospace and Defence

• Aircraft Manufacturing
• Defense Equipment Manufacturing
• Aerospace Research and Development

Agriculture and Forestry

• Crop Production
• Timber and Forestry
• Agrotechnology

Chemicals

• Basic Chemicals Manufacturing
• Specialty Chemicals
• Agrichemicals
• Petrochemicals
• Pharmaceuticals

Computers and Technology

• Computer Hardware Manufacturing
• Software Development and Sales
• IT Services and Consulting
• Cybersecurity
• Data Centers and Hosting
• E-commerce and Online Retail
• Fintech

Construction and Real Estate

• Commercial Construction
• Residential Construction
• Infrastructure Development
• Real Estate Development
• Property Management
• Architecture and Design Services

Education and Training

• Early Childhood Education
• Primary and Secondary Education
• Higher Education
• Vocational and Technical Training
• Online and Distance Learning
• Educational Materials and Technology

Energy and Utilities

• Oil and Gas Exploration and Production
• Renewable Energy (Solar, Wind, Hydro)
• Nuclear Energy
• Electric Power Generation and Distribution
• Natural Gas Distribution
• Water Supply and Treatment

Entertainment and Media

• Film and Television Production
• Music Production and Distribution
• Publishing (Books, Newspapers, Magazines)
• Online Media and Streaming Services
• Event Management and Promotion
• Theme Parks and Attractions

Financial Services

• Banking (Retail, Commercial, Investment)
• Insurance (Life, Property, Health)
• Asset Management and Investment Funds
• Financial Planning and Advisory
• Fintech and Payment Processing

Food and Beverage

• Food Processing and Manufacturing
• Food Retail and Grocery Stores
• Restaurants and Food Service

Healthcare and Pharmaceuticals

• Hospital and Clinical Services
• Pharmaceutical Manufacturing
• Biotechnology Research and Development
• Medical Devices and Equipment
• Health Insurance and Managed Care
• Telemedicine and Digital Health Services

Hospitality and Tourism

• Hotels and Resorts
• Travel Agencies and Tour Operators
• Airline Industry
• Restaurant and Food Service
• Event Planning and Management

Information Services

• Data Analytics and Business Intelligence
• Market Research
• Library and Information Services
• Archiving and Record Keeping
• Knowledge Management

Manufacturing

• Automotive Manufacturing
• Aerospace Manufacturing
• Consumer Goods Manufacturing
• Electronics and Semiconductor Manufacturing

Mass Media

• Broadcasting (Television, Radio)
• Film and Music Production
• Publishing (Books, Newspapers, Magazines)
• Digital Media and Online Content

Professional Services

• Legal Services
• Consulting (Management, IT, HR)
• Accounting and Audit Services
• Marketing and Advertising Services
• Engineering Services

Retail and Consumer Services

• General Retail (In-store and Online)
• Specialty Retail (Fashion, Electronics, Home Goods)
• Consumer Services (Cleaning, Repair, Maintenance)
• E-commerce Platforms

Technology

• Information Technology Services
• Software Development
• Hardware Manufacturing
• Internet Services and Social Media
• Artificial Intelligence and Machine Learning
• Robotics and Automation

Telecommunications

• Mobile and Wireless Services
• Broadband and Internet Services
• Satellite Communications
• Telecommunications Equipment

Transportation and Logistics

• Freight and Cargo Transport
• Passenger Transport (Air, Rail, Road)
• Shipping and Maritime Transport
• Logistics and Supply Chain Management
• Warehousing and Storage

Waste Management and Environmental Services

• Waste Collection and Recycling
• Environmental Consulting and Services
• Water Treatment and Management
• Renewable Energy Services

Water

• Drinking Water Supply
• Wastewater Treatment and Management
• Water Conservation and Management Solutions

M&A Addendum

• Designit – due diligence, 14 others – due diligence
• Fjord – due diligence and integration strategy
• Touch Local – Product Director for Benchmark providing a 4 year early exit through 115 projects and optimisations delivered in 6 months.

Education

• MSc master’s degree in interactive technologies for E-Commerce | Edinburgh Napier University | 2004 to 2006
• PGCE in Design and Technology | Middlesex University | 1988 to 1989
• BA bachelor’s degree in Three-Dimensional Design | Middlesex University | 1985 to 1988
• Foundation Course in Three-Dimensional Design | Ravensbourne College of Design and Communication | 1984 to 1985

Other Activities

• Co-Founder and CFO | Agile World Charity | 2021 to Present
• Consultant / Advisor | Associate Parliamentary Groups | 2003 to 2020

• • Engagement with Parliament: Collaborated with various Associate Parliamentary Groups in including Design and Innovation to provide expert advice and insights on relevant policy issues, facilitating informed discussions and decision-making.

• Public Speaking SXSW, House of Lords etc. on blockchain, social media, digital transformation most recent interview https://fox.agency/insights/xtech-new-perspective/

Work Addendum (sample list)

Banking and Financial Services

HSBC

Strategy, Transformation and Delivery new ways of working agile transformation supporting the application of agile from strategy, delivery to BAU for SAFe 6.0. Focused on moving to a continuous delivery way of working.

• Creation of New CTO Office including transition, and future states
• Operationalising Agile
• Transformation Product Owner
• Agile Maturity Diagnostic for gap analysis, strength and weakness etc.
• Dynamic Agile Governance new governance model with group risk alignment
• DevSecOps Metrics (in context with Business Metrics, Transformation Metrics) into BAU
• DevSecOps Culture of Innovation career pathways and non-management executive levels definition
• DevSecOps new role and activities definitions
• DevSecOps Strategy Version 3.0 including adaptive governance
• Global Speed of Work Design Community CTO representative
• Founding of Global Service Design Community
• Hiring Service Designers, Creating Job Description and hiring Service Designers into CTO to map colleague journeys
• Container Strategy with contracts etc., information architecture
• Microsoft Azure and Google Cloud CI/CD model
• Engineering Service Platform, Strategy and RFP for 45,000 engineers to access all service through a single interface underwritten by AI and ML for full Software Development Lifecycle (SDLC).

Admiral Insurance Group

Supporting continuing Agile Journey in adoption of SAFe 6.0

• Executive Agile Coach
• Beta Organizational Design
• Alpha Lean Portfolio Management
• Alpha Lean Governance
• Creation Agile Community of Practice with both Business, Operations and IT representation
• Agile Playbook documented for regulatory requirements of change from FCA

NatWest Group (RBS)

Strategy, Transformation and Delivery 60 new organizations in Retail and Commercial Banks and Technology working at Group level (for regulatory compliance). Leading ways of working core team directly supporting the program sponsor and c-suite in Transformation involving 88,000 staff in UK. Delivery of new Target Operating Model TOM and ITOM, using SAFe 5.0, LeSS, Scrum, service design methodology in an idea to value workflow (value slicing and economic ordering) along customer journeys that define the organizational construct.

• Transformation Strategy and Delivery Lead
• Member of Central Strategy Team with Executive Team
• Launch of Centre’s of Excellence
• Creation of Centre’s of Excellence Transformation Pattern
• Delivery of 38 Global Pan Bank Centre’s of Excellence (in matrix management construct)
• Launch of Communities of Practice
• Creation of Communities of Practice Transformation Pattern
• Support of Domain Transformation Pattern
• Support for Delivery of 24 Domains in Business and Technology
• Launch of Agile Flow Metrics Initiative
• Microsoft Azure and Google Cloud CI/CD model
• Cloud Computing Training Material for Business and IT adoption
• Group Transformation Risk Coordination including FCA and Bank of England (BoE)
• Definition of Work Type Taxonomies for Agile Blueprint
• Definition of Agile Governance

NatWest Markets (RBS Global Banking Markets)

Creating senior management buy in to user experience across the business including front, middle and back office senior staff. Requirements gathering research with front, middle (remote) and back office for finance task flows and activities for several project streams. Part of new direction activity with 8 other heads of user experience across GBM based in IT to define the process, deliverables, touch points and business benefits of user experience. Of the 9 only 2 delivered to their tasks in the time period and the project failed.

Areas of business; Rates, Flow, Exotics, Accruals, Private Banking, Brokerage, Balance Sheet, Profit and Loss, Ledger, Finance IT, Reporting, Audit.

• Design New Group Daily P&L System for daily 15m increment (real-time) risk status from new golden source data system for 64 banks and financial institutions in Group.
• Design Regulatory Reporting Calendar System
• Head of Risk UX for all Risk Software Development
• Service Design for Daily P&L sign off and adjustment software conceptualization and UI design with workflow, commentary, balance sheet, ledger, web, desktop and enterprise mobility systems, for front, middle, BUC and executive users.
• Interim ScrumMaster, covering PM holidays
• Customer Experience for Finance calendar linked to global regulatory reporting deadlines.
• Customer Experience for Research portal for FX multi-leg transactions.
• Governance consultant for setting best digital standards and (application, software and web) practice for user experience, interaction, analytics and information architecture with multiple stakeholders and technical teams.

US Bank

• Design Authority to coordinate several applications in development
• Commissioning Research for client experience to validate Requirements and Features
• Program Management for Credit card TSYS project
• Service Design for new self-service system based on new customer research conducted in six eastern USA cities. Customers include US Government, US Department of Defense, Canadian Government, for system in mixed currencies with complex business rule engine with, tax and organizational rules.
• Customer Experience team mentoring on feature changes, wireframes, usability and visual design for three pathways

Deutsche Bank

Business service logic for trading support system (Autobahn) defined on role-based activities. SSO usable question definition for password reset issue for all 64 password systems in the bank globally. Project and stakeholder management involving setting best digital (application, software and web) practice for user experience, interaction and information architecture with multiple stakeholders and technical teams for thin client applications. Areas of business; Rates, Flow, Exotics, Accruals, FX, Brokerage, Research, Equities, Credit, Emerging Markets.

• Service Design for of new 24/6 support model for Autobahn eSupport (WCMS) content object model, taxonomy and meta data project.
• Technical Architecture for identity and access management (IAM) system redesign and integration for all interfaces and user types.

Bank of China

• Client Sales Pitch and Presentation of usability audit and quick wins and long-term sandbox approach to digital and customer innovation.
• Customer Research on Chinese Banking
• Digital Strategy for mobile digital engagement for test project of 1 million accounts
• Digital Product Design for target audiences from diverse historical attitudes to money and trading

Barclays Private Bank

• Design Authority to coordinate several applications in development
• Service Design for secure messaging service in application format to support KYC

Santander (Spain)

Innovation Lab model to create 1 unique digital product in 48 hours but created 3.

• Method inventor and lab facilitator
• Bank of Me, shared cloud banking for unrelated people to save together (property rental, holidays etc.)

Allied Irish Bank

• Design Authority to coordinate several applications in development
• Design of Retail Bank account opening application with iPad application including signature sign up on the iPad.

Wood Mackenzie

Project manager working with client and vendor agencies, UCD workshops with SME’s (USA, UK, Asia) stakeholders and user testing for CMS, CRM and geographic information system (GIS – Esri) tools integration. Managing front end conceptual and detailed design team including UX, IA and visual design, distributed team (London, Dublin, Edinburgh and New York), in rapid sprint-based project in Axure.

• Project Management for Research and consulting portal, global energy, mining, metal, oil, gas, coal, refining, power, electricity industries and investment banking.
• Service Design for Ecommerce payment model proposals.
• Customer Experience for Desktop, Tablet, Mobile responsive web including e-commerce, GIS, data mining system.

Tesco Bank

Credit card migration TSYS project (including portal changes, wireframes and usability). PMO working for Digital Operations with internal IT and external (TSYS, Fiserv) suppliers on several projects the role involves definition: writing project TOR’s, business cases, costing’s (internal and external), requirements gathering and cross business stakeholder management.

• Implementation Strategy (Risk management for Opps) for Credit card migration project
• Customer Experience for transaction pathways in insurance onboarding, heuristic evaluation and redesign proposals.
• MI Reporting cross product (on boarding, cards, savings & loans) information architecture and UI design for new golden source (security, migration, transaction, 3d secure, behavior, drop out, payments, risk etc.) system. Managing x-browser and operating system testing with in-house local and Indian based test teams.
• Project Architect for identity and access management (IAM) for non-flash and mobile commercial, retail and investment banking, including portal changes, user journeys at scope and experience level. Definition of KPI’s for user acceptance and managing user, usability and accessibility testing with external suppliers.
• Innovation and Future Proofing for cross browser, operating system and mobile device testing definition (including iOS, Win8, Android).
• Service Design for new BAU processes for strategic change management.
• Mortgage Application Process Optomisation to ensure that identifiable customers have rapid decision.

Experian

Big Data monetisation and productisation of 144 databases creating digital information products for security services, commercial companies and retail users.

• Digital Product Design/Service Design of eight B2B and B2C services

Bank of Moscow

Main website for Retail Banking, Commercial Banking including Private Bank

• Customer Research on Russian Banking
• Digital Product Design for mobile money finder application (2007)
• Concept Creation and Service Design for two new Credit Cards
• Concept Creation and Service Design for one new Savings Product

Scandia

• Self-service portfolio management system including digital on-boarding, Para planner and account manager input/outputs, policy set-up, trustee reporting, asset selection/purchase, risk level definitions, financial growth targets.
• Design Authority to coordinate several applications in development

Unilever

• Treasury Application to manage and leverage locked in funds globally, conform to local regulatory frameworks and tax regimes
• Design Authority to coordinate several applications in development
• User Experience Architect research and stakeholder engagement to gather requirements
• Project Management for treasury system to manage locked funds, distribute and manage risk.

IBL International Bank Luxembourg

• KYC iWatch Application to initiate portfolio changes for assets optimisation and fee creation

Raiffeisen Schweiz

• Rationalisation of Single Banks into geographies or market segment types
• New Core Banking System using Oracle to be applied to 164 of 312 banks in group
• New Retail Banking Transaction Systems in including terminal, desktop and mobile
• New Commercial Banking Transaction Systems in including terminal, desktop and mobile
• New Wholesale Banking Transaction Systems including straight through processing

Falcon Private Bank

• New Core Banking System using Oracle
• New Private Banking Transaction Systems in including terminal, desktop and mobile
• New Commercial Banking Transaction Systems in including terminal, desktop and mobile
• New Wholesale Banking Transaction Systems including straight through processing

First National (GE Money)

• IFA Web Mortgage Decision Application
• Identity Verification Application

iZone (GE Money)

• IFA Web Mortgage Decision Application
• Identity Verification Application

Management Consulting

Wipro Digital

New Concept Company Creation

• Practice Director for Design, Strategy and Transformation
• Global Hiring Manager for new skills
• Staff Allocation and Recruiting strategic and tactical planning
• Manage Software Development Lifecycle across multiple disciplines and geographies
• Sales Pipeline creation and management
• Analyst Community Liaison
• Global P&L Accountability
• Sales Director for presales, RFI, RFP, POC and client presentations
• Software Development Lifecycle (SDLC) management

Wipro Technologies

Managing 800 staff globally with 14 direct reports for two divisions

• Practice Director for User Experience (140 staff mainly in USA and India)
• Practice Director for eLearning (640 staff mainly USA and Europe)
• Manage Software Development Lifecycle across multiple disciplines and geographies
• Staff Allocation and Recruiting strategic and tactical planning
• Global P&L Accountability
• Sales Director for presales, RFI, RFP, POC and client presentations
• Software Development Lifecycle (SDLC) management

Accenture

Setting up Enterprise User Experience Globally within Mobility Function

• Practice Director (Global Head) creating buy in across the 2,000 executives for new function (with staff based in UK, Ukraine, Vietnam and USA)
• Global Hiring Manager for new skills
• Manage Software Development Lifecycle across multiple disciplines and geographies
• Staff Allocation and Recruiting strategic and tactical planning
• Global P&L Accountability
• Sales Director for presales, RFI, RFP, POC and client presentations
• Software Development Lifecycle (SDLC) management

MedTech

Canadian Healthcare EMR

First attempt at digital patients’ records system in the 1990’s. It was focused on a discovery-based requirements creation and delivery methodology.

• Design Consultant to coordinate several applications in development
• Clinician Research on doctor, nurse, surgery, hospital records
• Data Model for Psion based records handover system
• Electronic Medical Record cross service model

Medtronic (USA)

External support for new initiative to support the creation of informatics to support onboarding clinical partners, clients and educate medical staff in best practices

• Design Authority to support setup for User Experience capability in USA
• Medical User Experience (MedTech) organizational design

Novartis

Patients Safety Network confidential application for users of medication to report side effects and issues.

• Design Authority to support Accessibility, UX and functional design

Pfizer (USA)

Sales team mobile appointments application

• Design Authority to support Accessibility, UX and functional design
• Senior Designer of interactive wireframes model

Publishing

Oxford University Press

Mobile first digital strategy 2009. Involved several facets of (multinational 84 countries / divergent brands and products with multilanguage and culturally diverse consumer behaviors) stakeholder engagement and buy-in, UCD research, audit and analysis, concept creation, research design and implementation to define and establish best practice principals for the following deliverables.

• Digital strategy captured in worldwide (stakeholders flown in from USA and Asia) workshops (over 8-week period) with representative the stakeholder groups (using UCD / Agile stores) including Results including market specific mobility strategy for Asia with e-learning.

• High level proposal for new Web Presence to ISO9241 based upon an assessment of existing information services (84 country websites, 120 mini-sites, intranets, wikis etc.) historical implementation strategy, resourcing, current business objectives and technologies.
• Definition of Web Presence Requirements including; CMS, faceted search, asset management, vendor selection, SLA definition, infrastructure, business processes. Design for new internal digital agency (with staffing recommendations) was also included.
• Service Design for country based, regulators, business leaders, editors, managers, creative staff, distributors, shops staff, teachers and pupils.
• Ecommerce Strategy including subscriptions, code access, metered access and micro-payments solutions.
• Governance consultant to ISO/IEC 38500 with new business structures to support the development of policies and processes (behaviors) for the standardization of activity and quality assurance of all digital media and information systems.
• Technical Architecture and structural definition for WCMS including sitemaps, wireframes and multiple taxonomies, faceted enterprise search and new multi-dimensional content object model for multiple countries, communities, data feeds, e-rights, web e-commerce, mobile e-commerce, salesforce (plus other integrations).

Pearson Publishing

Stakeholder engagement and workshops involving setting best digital (application, software, display system and web) practice for new concept development, product improvement and digital design across multiple technical and design teams.

• Setting best practice processes, governance, Q&A and vendor contracts in digital division
• New internal engagement models
• Contact for Epsilon project to define new cross business processes

Touch Local

• Managing e-Commerce for on boarding, payments, T&C’s, setting up affiliate marketing, upgrades and cross selling of online advertising directory and PPC, SEO involving system redesign, user experience features, user interfaces and business reporting at company and group level.
• Project management and UX architecture for with internal staff, contractors and offshore vendors for various upgrades including two click payments, custom publishing, live e-support, integration of Salesforce in new CRM and email marketing solution.
• Social network design for C2B business review and location-based networking.
• Recruitment board for contract resources and brand vendor agencies.

NGO and Charities

Oxfam (UK)

TOR (for funding), new web presence project with full enterprise architecture review, for 24/7 burst capacity transactional web system, emergency sub site set up and governance. Stakeholder (80 people) workshops planning, running workshops, running design panel with external digital agencies, board presentations, presentation of findings to project team, new vendor selection, vendor relationship management, technology review and technology selection.

• Project Management, managing team of BA’s to gather picture of IT landscape.
• Requirements gathering workshops with internal, remote and external stakeholders for new scalable web architecture WCMS.
• Full business requirement document including all web interfaces (including new web presence), system integrations (Cloud, Burst, Search, e-Rights, e-Assets, e-CRM etc.), software and vendor specification, infrastructure recommendations and new business processes.
• New public portal, requirements, solution and concepts
• Technical Architecture for Scalable web architecture core development and critical systems program.
• Service Design for E-commerce pathway heuristic evaluation and payment model proposals.

UK National Census

First UK online Census

• Lead Customer Experience Architect and Design Authority working with client and Lockheed Martin
• Customer Experience of three versions England, Wales, Northern Ireland including Welsh version of census form
• Client Engagement to agree redesign of mental model towards guided interaction with auto fill experience from previous pages. The first UK government system to provide active support and the bases of GDS.
• Service Design for all 60 service groups.
• Technical Architecture for SLA Definition 1 second page loads for 60,000 users with graceful deferral in cases of overload and Server Array Definition. Active session defined based upon the key target “people who do not fill out the census” and persona of key audience men 18 to 25.

Government

DORS (National Driver Rehabilitation Scheme)

National Policing Improvement Agency. Client liaison, business analysis, project management, solutions architecture, user experience, for website and software project.

• Head of Design to define feature structures from requirements documentation
• Project Troubleshooting – Audit of inflight project against requirements, liaise with clients to refine requirements
• Service Design for redesign inflight project to deliver intention of requirements

Property

Zoopla (The Digital Property Group)

Client liaison, business analysis, project management, solutions architecture, user experience, for website and software project.

• Program Manager for Business Intelligence application design and development in .NET, first complete product in six weeks.
• Transaction Management for Corporation Purchase
• Service Design for productization and payment model for new software (previously going to free)
• Commissioning R&D for Google maps 2.0 enterprise projects

Advertising, Marketing and SEO

YELL (Touch Local)

Extending existing proposition to facilitate venture capital exit strategy and acquisition of fully developed proposition by Multi-national Corporation.

• Product Director for all services and products
• Managing e-Commerce for on boarding, payments, T&C’s, setting up affiliate marketing, upgrades and cross selling of online advertising directory and PPC, SEO involving system redesign, user experience features, user interfaces and business reporting at company and group level.
• Rapid purchase implementation of 2 click purchase route (2007)
• Service Design reimagining existing core products for mobile
• Project management and UX architecture for with internal staff, contractors and offshore vendors for various upgrades including two click payments, custom publishing, live e-support, integration of Salesforce in new CRM and email marketing solution.
• Social network design for C2B business review and location-based networking.
• Recruitment board for contract resources and brand vendor agencies.

Other details (unformatted)

• Tesco Bank, Operations (£2.5M), credit cards x-browser testing, MI reporting (risk, FSA etc.), CSSO upgrade, change program and BAU process definition.
• RBS GBM, Finance Technology (£8.5M), web service design and development project for distributed world wide user base, extending requirements to support end user goals, setting best practice in both internal customer base, client and IT engagement, buy in and delivery methods.
• Deutsche Bank, Autobahn (£12M), global financial services trading systems provider, application, software and web, project management, client engagement, IT teams engagement, information architecture/interaction design and digital strategy projects.
• Bank of Moscow (£8M), (in Russian) website and trading platform with retail (cards, loans), business, private banking (international), asset management (forex, stocks, futures, options) including all products and services, e-banking, e-trading with secure transaction routes and the development of new products based upon research.
• GE Money (£0.5M), two branded IFA websites with secure transaction routes.
• Skandia (£14M), internal and client portal to manage policies, bundle investment and track value for HNW clients.
• National Census 2011 Online (£480M), for England, Wales and Northern Ireland (ONS & NISRA). England, Wales and Northern Ireland form design; including information architecture, interaction design of all online forms, logic models, interaction models and wireframes. Stakeholder workshops and client presentations. Oversight and peer review on all usability processes and design.
• Experian (£6M), B2B marketing list creation website, data templates (accessing 140 databases) with e-commerce gateway.
• City Index (£3M), nine websites and trading platform for Forex (FX), cost for difference (CFD) and spread betting for global re-brand and cross cultural market capture.
• Service Design TOM and ITOM for Retail, Commercial Banking and Technology delivering Enterprise Agility SAFe 2017 to 2019 in RBS
• Open Networking Ecosystem Protocol ONEP (Reg no 62/441,203) USA Patent (IoT3 and twin AI Blockchain Platform) in 2016 UbiNET
• Architected twin AI interlocked blockchain in 2014 UbiNET
• Innova8™ trademark awarded in USA (Reg no 5/065,342) Class 42 in 2016
• Founder, Service Design, TOM architect, defined core offerings for global consultancy 2014 for Wipro Digital, Design (strategy & technology)
• M&A on Designit, integration strategy and TOM in 2014 for Wipro Technologies
• M&A on Fjord and 11 other acquisitions, integration strategy and TOM 2012 for Accenture
• Project and Programme management of global team at Accenture till 2013
• Concepted and led new treasury management project 2013 for Unilever
• Service Design and Digital TOM for Banking in China in 2013 for the Bank of China
• Service Design and Digital TOM strategy to refocus local retail as a digital experience in 2012 for The Cooperative Group
• Service Design and Digital TOM strategy to refocus local retail as a digital experience in 2012 for Argos
• Service Design and new TOM and recruiting strategy in 2012 market entry into Enterprise User Experience (EUX) for Accenture,
• Service Design of Technology division with restructuring ITOM and vendor management strategy 2012 for Pearson Education
• Designed new daily P&L and trading risk management system JEDI 2011 for NatWest Markets including desktop and mobile versions for executive oversight and regulatory reporting
• Created new Service Design for support services 2011 at Deutsche Bank commercial bank driving down 24/7 costs by 76%
• Web Presence digital strategy, cloud project, internal service design and enterprise architecture 2010 for Oxfam
• New Publishing Digital TOM with mobile first & distributed content digital strategy ECMS in 2009 for Oxford University Press
• Service Design and delivered new core offerings for Digital Property Group introducing Agile in 2009 renamed on launch as Zoopla

Solutions Architect | Operational Change Program
Tesco Bank, Edinburgh and Glasgow

Projects;
ï Credit card migration project (including portal changes, wireframes and usability)
ï MI reporting cross product (on boarding, cards, savings & loans) information architecture and UI design for new golden source (security, migration, transaction, 3d secure, behavior, drop out, payments, risk etc.) system. Managing x-browser and os testing with in-house local and Indian based test teams.
ï CSSO upgrade for non flash and mobile banking, including portal changes, user journeys at scope and experience level. Definition of KPIís for user acceptance and managing user, usability and accessibility testing with external suppliers.
ï Cross browser, operating system and mobile device testing definition (including iOS, Win8, Android).
ï New BAU processes for strategic change management.
Activities; PgMO working for Digital Operations with internal IT and external (TSYS, Fiserv) suppliers on several projects the role involves definition: writing project TORís, business cases, costingís (internal and external), requirements gathering and cross business stakeholder management.

Interim Head of User Experience (UX) | Change Management Consultant | Digital Strategist
Pearson Publishing, London and Oxford

Projects;
ï Setting best practice in digital division
ï New internal engagement models
ï Epsilon project to define new cross business processes
Activities; Stakeholder engagement and workshops involving setting best digital (application, software, display system and web) practice for new concept development, product improvement and digital design across multiple technical and design teams.

Head of User Experience, Finance Technology Change Program
RBS Global Banking & Markets, London

Projects;
ï Daily P & L sign off and adjustment software conceptualisation and UI design with workflow, commentary, balance sheet, ledger, web, desktop and mobile systems, for front, middle and BUC.
ï Finance calendar linked to global regulatory reporting deadlines.
ï Research portal for FX multi-leg transactions.
ï Setting best digital standards and (application, software and web) practice for user experience, interaction, analytics and information architecture with multiple stakeholders and technical teams.
Activities; Creating senior management buy in to user experience across the business including front, middle and back office senior staff. Requirements gathering research with front, middle (remote) and back office for finance task flows and activities for several project streams. Part of new direction activity with 8 other heads of user experience across GBM based in IT to define the process, deliverables, touch points and business benefits of user experience. Of the 9 only 2 delivered to their tasks in the time period and the project failed.
Areas of business; Rates, Flow, Exotics, Accruals, Private Banking, Brokerage, Balance Sheet, Profit and Loss, Ledger, Finance IT, Reporting, Audit.

Lead Information Architect | UCD Digital Strategist
Deutsche Bank, Autobahn, London
Projects;
ï Autobahn eSupport (WCMS) project.
ï CSSO system redesign and integration for all interfaces and user types.
Activities; Project and stakeholder management involving setting best digital (application, software and web) practice for user experience, interaction and information architecture with multiple stakeholders and technical teams for thin client applications.

Enterprise Change Management Consultant | UCD Digital Strategist
Oxfam GB, Oxford
Projects;
ï Scalable web architecture core development and critical systems program.
ï UCD requirements gathering workshops with internal, remote and external stakeholders for new scalable web architecture.
ï Full business requirement document including all web interfaces (including new web presence), system integrations (Cloud, Burst, Search, e-Rights, e-Assets, e-CRM etc), software and vendor specification, infrastructure recommendations and new business processes.
ï Managing team of BAís to gather picture of IT landscape.
ï New public portal, requirements, solution and concepts
Activities; Stakeholder (80 people) workshops planning, running workshops, running design panel with external digital agencies, board presentations, presentation of findings to project team, new vendor selection, vendor relationship management, technology review and technology selection.

Project Manager | UCD Analyst
The Digital Property Group, London
Projects;
ï UCD Project Manager for rapid Business Intelligence application design and development.
ï Commissioning R&D for Google maps 2.0 enterprise projects
Activities; Stakeholder workshops, development team workshops; liaison with product owner; management of full product development lifecycle with multiple work streams including marketing planning and commissioning of new work streams in UX, design and development.

Enterprise Change Management Consultant | UCD Digital Strategist
Oxford University Press, Oxford
Projects;
ï Strategic Research for a long term digital strategy captured in worldwide (stakeholders flown in from USA and Asia) workshops (over 8 week period) with representative the stakeholder groups (using UCD / Agile stores) including business leaders, editors, managers, creative staff, distributors, shops staff, teachers and pupils.
ï Web Governance to ISO/IEC 38500 with new business structures to support the development of policies and processes (behaviours) for the standardisation of activity and quality assurance of all digital media and information systems.
ï High level proposal for new Web Presence to ISO9241 based upon an assessment of existing information services (84 country websites, 120 mini-sites, intranets, wikis etc.) historical implementation strategy, resourcing, current business objectives and technologies.
ï Definition of Web Presence Requirements including; CMS, faceted search, asset management, vendor selection, SLA definition, infrastructure, business processes. Design for new internal digital agency (with staffing recommendations) was also included.
ï WCMS System Architecture and structural definition for WCMS including sitemaps, wireframes and multiple taxonomies, faceted enterprise search and new multi-dimensional content object model for multiple countries, communities, data feeds, e-rights, web e-commerce, mobile e-commerce, salesforce (plus other integrations).
Activities; Involved several facets of (multinational 84 countries / divergent brands and products with multi-language and culturally diverse consumer behaviours) stakeholder engagement and buy-in, UCD research, audit and analysis, concept creation, research design and implementation to define and establish best practice principals for the following deliverables.

Project Manager | Solutions Architect
Targetbase Claydon Heeley – TBCH, London
Projects;
ï Requirements gathering for website and item management system.
ï System solution for global distribution software.
ï Documentation of usability testing plan in line with client specification.
Activities; Client liaison, business analysis, project management, solutions architecture, user experience, for website and software project.

Specialties

• Customer experience and UX, data analytics and decision point analysis ISO 9241
• Digital strategy, engagement and interaction ecosystem technical specification
• Service design, business analysis and process mapping to ISO TR 18529
• Human centered design and user experience for customer journey mapping of multi-channel processes ISO13407
• Strategic communications with senior stakeholders and board members
• Ubiquitous ecosystem technologies (Internet of Things, IoT), products and services
• Project and Programme set up including TOR, business case/project brief development and organisational design and governance to ISO/IEC 38500
• Project and Programme resourcing and planning for onshore, nearshore and offshore ISO/IEC 38500
• Project and Programme risk management and delivery ISO/IEC 38500
• Project and Programme governance procedures ISO/IEC 38500
• Resource and financial forecasting
• Leadership and support for RFP, RFI client and vendor processes
• Commercial supplier management including invitation to tenders and proposals

• Insight, killer application business intelligence to for estate agents in .Net
  • Vodafone, eCare personalised online support, self service system, record system and product upgrade advisory system.
  • City Index, FX, CFD and SB 9 websites for global re-brand and cross cultural market capture.
  • Simply Drop, Royal Mail website with tracking and internal sorting / approval software.
  • Hertz Connect, website redesign with new features
  • Confidential pitch, International travel points and redemption system
  • Confidential pitch, Branded car purchase websites
  • Bank of Moscow (in Russian) UCD research with website with retail, business, private banking, asset management including all products and services, e-banking, e-trading with secure transaction routes and the development of new products based upon research.
  • Vertu, multi-national websites, content structures, store finder and navigation for flash sites.
  • Oxford University Press, this project involved several facets of (multinational and multilanguage) stakeholder engagement and buy-in, UCD research, audit and analysis, concept creation, research design and implementation to define and establish best practice principals.
  • What Car, initially a blue sky review and UCD for a best practice redesign of web services with community access.
  • Learn Direct, sitemap and wireframes (storyboard www.nothingcanstopyou.co.uk) e-learning mini-site in flash.
  • Nitro Group, media company website with high definition imagery, complex interactions and specialist navigation
  • Drambuie Pursuit/Den, B2C / C2C interactive website with Facebook and YouTube links
  • Etihad Holidays, luxury airline (middle east) new holiday website
  • National Census 2009/2011 Online, for England, Wales and Northern Ireland (ONS & NISRA). Information Architecture and Interaction Design for high volume, form based transactional system for 30,000,000 users for short duration website. Oversight on all usability processes and design.
  • National Police Improvements Agency, secure multilevel access rights based software architecture and design in .net technologies with UK national role out.
  • Hanover Housing Association (England), sheltered housing (1200 property locations with 10-50 properties in each) UCD research with website with changed paradigm of property based search and B2B / C2C community, view through second linked website Hanover World
  • DisabilityNow, UCD research with website to coincide with new magazine launch including full accessibility tool functionality and phase 2 community.
  • Jersey Government Portal, including Jersey Tourism and Jersey Enterprise new architecture for front and backend systems and technologies
  • TFL, Smarter Travel, lifestyle change support website architecture and application design and specification.
  • Roundhouse, client workshops, user stories, personas, web architecture with media player for youth charity and venue organisation.
  • Institute of Mechanical Engineers, HCI research project utilising UCD techniques to determine best practice redesign of existing website.
  • Experian, B2B marketing list creation website, data templates (accessing 140 databases) with e-commerce gateway.
  • Marks & Spencer, research relating to scoping and definition of a research project involving the study of; ‘Failed transactions in self service consumer technologies in bricks and mortar shopping environments’
  • 2 Degrees Network, ecology B2B networking community
  • GE Money, two branded IFA websites with secure transaction routes
  • Glenfiddich, multiple language, targeted by market and legal entry points to content
  • Hammer Films, new website in three phases including e-commerce VOD/PPV
  • NHS Safety Network, secure patient safety clinician community project
  • Bradford College, (3300 courses) website, to include community networking on both individual and course value levels with high volume transactions
  • Days Out Guide, research with website to promote the Association of Train Operating Companies, with community interactions
  • Arriva Trains, mini-site for local rail travel linked to events and limited community
  • Touch Life, B2B, B2C, and C2C community project based around business data and reviews

Technology Stack

Cloud & Infrastructure

• Microsoft Azure
• Google Cloud Platform (GCP)
• Cloud-native architectures
• Containerised platforms and distributed systems
• Enterprise API ecosystems

Software Development & DevOps

• .NET platform
• CI/CD pipelines and DevOps / DevSecOps toolchains
• CloudBees
• Agile development toolchains
• API-based integration platforms

Product, Engineering & Delivery Tools

• Jira
• Rally (CA Agile Central)
• Confluence
• SharePoint
• Enterprise collaboration and knowledge management platforms

Data, Analytics & Business Intelligence

• Business Objects
• Tableau
• Enterprise data warehousing platforms
• ETL data pipelines
• Big data and predictive analytics platforms

Artificial Intelligence & Advanced Analytics

• Machine Learning and Deep Learning
• Neural Networks
• Natural Language Processing (NLP)
• Large Language Models (LLMs)
• Bayesian Networks and Expert Systems

Enterprise Platforms & Systems

• ERP platforms
• CRM platforms (including Salesforce integrations)
• Enterprise Content Management Systems (ECMS / WCMS)
• Identity and Access Management (IAM) platforms
• Case management systems (including IBM Cúram)

Digital Platforms & Web Technologies

• Mobile application platforms (iOS / Android ecosystems)
• E-commerce platforms
• Payment gateway integrations
• Digital marketplace and advertising platforms
• Google Maps platform APIs

Delivery Frameworks & Methods

• SAFe (Scaled Agile Framework)
• LeSS (Large Scale Scrum)
• Agile / Scrum delivery models
• DevSecOps governance frameworks
• Target Operating Model (TOM) and enterprise transformation frameworks