CV

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.