Who I am
I’m a Digital Innovation Manager working across Sky and NBCUniversal’s streaming services - NOW TV, Peacock, SkyShowtime, and Showmax - where I design and deliver AI-powered customer experiences at scale. My work blends experimentation, service design, and product strategy to make support faster, more intuitive, and more human.
What I do
I specialise in:
- Innovation strategy
- Service design & customer experience
- AI-assisted support journeys
- Experimentation & rapid prototyping
- Product thinking & delivery
- Operationalising ideas at scale
Career highlights
- Led innovation and experimentation streams across multiple streaming brands, shaping support journeys for millions of customers.
- Designed AI-powered tools and workflows to improve colleague experience and automate complex tasks.
- Delivered prototypes and proof-of-concepts that informed product direction and long-term customer experience strategy.
- Championed a culture of safe experimentation and continuous improvement across teams.
Experience
Sky / NBCUniversal — Digital Innovation Manager
2024–present
Leading innovation initiatives across customer care platforms for NOW TV, Peacock, SkyShowtime, and Showmax.
Sky - Senior Product Manager & Product Lead roles
2022–2024
Focusing on digital experiences, customer journeys, and service design.
Previous roles
Earlier background in digital content, UX, service management, and customer-focused delivery.
View my full experience in my PDF below.
CV 2025.pdf863.2 KiB