ABOUT
10 years experience spanning research, strategy and service design
I help organisations bring friction into focus by uncovering hidden challenges in teams, processes, and systems.
By listening to teams and mapping workflows, I uncover where services break down, and build practical solutions that improve collaboration, strengthen services, and drive measurable business results. My approach makes research actionable, ensuring improvements are not just identified but embedded into how teams work.
My work blends human-centred design with business strategy to create solutions that work for both users and organisations - ensuring every decision is grounded in evidence.
Cutting through complexity
to deliver real value.
Clients & Employers
Let’s connect.
My Journey
2025
Friction Point Ltd is founded!
Independent consulting to support organisations such as LGBT Foundation to improve user experiences, optimise services, and launch new digital products.
2024
Director of Product, Europe Commercial Leadership @ Coca-Cola
Moving back to Europe, I led the tech review and service design for Coca-Cola’s move to personalised marketing, defining the strategic roadmap, building data-led business cases, and aligning stakeholders through service design methods to improve scalability and performance.
2021
Global Senior Manager, Product & Service Design @ Coca-Cola
I moved to a global role, where I directed the strategy, design, and global rollout of SIMON, Coca-Cola’s data and knowledge management platform, scaling it to 9,000+ users. Defined product vision, designed and launched SIMON 2.0 and 3.0 with improved UX, personalisation, and advanced search, and embedded design thinking with continuous user research to drive adoption and impact across the global business.
2017
Consumer & User Research Manager, Europe @ Coca-Cola
I started at Coke leading user and market research to improve data adoption and decision-making. I used stakeholder interviews, A/B testing, and UX methods to identify barriers and opportunities internally, whilst managing a 12-market brand tracker and delivering results to support the business. I created scalable research frameworks, and expanded global insights access through mobile apps, dashboards, and digital tools.
2014
Billing & Payment Analyst @ AMEX GBT (Egencia)
Improved billing systems and workflows by analysing processes, resolving high-value discrepancies (including a £200K annual system error), and optimising Salesforce workflows. I built automated reporting to uncover trends, address recurring issues, and enhance operational accuracy at scale.
10 years of experience turning complex business problems into simple, human-centered solutions. Bridging the gap between users and technology, ensuring no insight gets lost in translation.
Why I launched Friction Point
I founded Friction Point because I’m passionate about uncovering what users really need and turning those insights into meaningful change. After years of designing and launching global digital products, and leading cross-functional teams at scale, I’ve developed a knack for stepping into the user’s shoes, spotting pain points others might miss, and communicating them clearly to bring people along on the journey - from key stakeholders to developers.
Whether creating a new product or improving an existing service, I think through every detail — balancing user needs with business goals. I thrive on progress, embrace a little chaos, and love nothing more than being handed a problem to solve.
My Certifications
Professional Diploma in UX Design
UX Design Institute & Glasgow Caledonian University
UX Fundamentals: UX design techniques, user research methods & analysis
Structure & Flow: Navigation design, information architecture, workflows
Interaction Design: Principles, patterns, usability
Prototyping: Mobile & responsive design, prototypes, developer handover
Advanced Certificate in Market Research
The Market Research Society
Research Planning: Design and plan marketing research
Data Collection & Analysis: Gather, analyse, and interpret research data
Customer Insight: Develop, implement, and evaluate insight strategies
Compliance: Ensure legal, regulatory, and ethical standards in marketing