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Director Level User Experience and Service Design Consultant
Paul Thomson
,
London, United Kingdom
Experience
Other titles
Skills
I'm offering
I am a creative professional with over 20 years experience in finance, media, broadcast, publishing, and e-commerce environments.
By combining my unique background in user experience, product ownership, UI design, project management and video production, I help businesses make decisions on how to communicate and interact with their customers.
My experience allows me to effectively identify user needs and I pride myself in my ability to clearly communicate solutions to clients.
By combining my unique background in user experience, product ownership, UI design, project management and video production, I help businesses make decisions on how to communicate and interact with their customers.
My experience allows me to effectively identify user needs and I pride myself in my ability to clearly communicate solutions to clients.
Markets
United States
(Remote
only)
United Kingdom
Lithuania
(Remote
only)
Denmark
(Remote
only)
Norway
(Remote
only)
Sweden
(Remote
only)
Links for more
Once you have created a company account and a job, you can access the profiles links.
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2019 - 2021
freelance
Lead UX Consultant
Allied World.
I led the UX on a global insurance product. Worked with the product team and a platform vendor to understand the business requirements and technical limitations. The UX deliverables were based around Figma with global, distributed teams collaborating on a shared design foundation.
Conceived and conducted user research, translated it into sitemaps, user flows, customer journey maps, wireframes, mock-ups, and prototypes.
Worked autonomously with the product owners, business analysts, users, and other stakeholders. I was the only UX consultant dedicated to this project, although I was in regular contact with distributed teams on other global projects across the organization.
Collaborated with other design teams within the organization to assist in establishing an organization-wide design system that the project could both lean on and contribute to.
Conceived and conducted user research, translated it into sitemaps, user flows, customer journey maps, wireframes, mock-ups, and prototypes.
Worked autonomously with the product owners, business analysts, users, and other stakeholders. I was the only UX consultant dedicated to this project, although I was in regular contact with distributed teams on other global projects across the organization.
Collaborated with other design teams within the organization to assist in establishing an organization-wide design system that the project could both lean on and contribute to.
Design, User research, Research, UX, Wireframes, Lean, It, Insurance, Customer, LED, Platform
2019 - 2019
job
Senior Service Designer
Rainmaker Solutions.
The objective of my role was to conduct an in-depth review of a Canadian communications company that had been acquired by a global technology corporation. My mission was to establish how employees (from VPs to front line call centre teams) viewed the corporate culture, technology and other facilities that they relied on to carry out their roles. I conducted extensive service blueprinting workshops, focus groups and 1-2-1 interviews across several Canadian sites.
* Creation of service design blueprints, illustrated journey maps, concept designs, service experience prototypes, empathy maps and value proposition proposals for the creation of products and services.
* Development of scenarios and service blueprints that described end-to-end user experience, touch points and back-end service delivery systems.
* Creation of service design blueprints, illustrated journey maps, concept designs, service experience prototypes, empathy maps and value proposition proposals for the creation of products and services.
* Development of scenarios and service blueprints that described end-to-end user experience, touch points and back-end service delivery systems.
Design, User Experience, UX, UI, Service Design, Service, Technology, Workshops, Development, Service Delivery
2019 - 2019
freelance
Lead UX consultant
Smoke & Mirrors.
The objective of my role was to lead a review of the NatWest Markets web offering and then drive a complete redesign of the site, information architecture and content strategy.
* Creation of a UX strategy & roadmap for market-leading insurance products.
* Managed UI resources.
* User experience and design lead using UCD principles in an agile environment.
* Business analysis and evaluation of propositions.
* Statistical analysis and competitor insight to inform UX output.
* Competitor research.
* User research.
* Usability testing.
* Prototype & wireframe creation.
* Management of stakeholders - reporting at board level.
* Creation of a UX strategy & roadmap for market-leading insurance products.
* Managed UI resources.
* User experience and design lead using UCD principles in an agile environment.
* Business analysis and evaluation of propositions.
* Statistical analysis and competitor insight to inform UX output.
* Competitor research.
* User research.
* Usability testing.
* Prototype & wireframe creation.
* Management of stakeholders - reporting at board level.
Content, Information Architecture, Redesign, Usability & UX, Web, Content Strategy, Insurance, Testing, Architecture, Management, Design, Usability, Agile, UI, Research, Business Analysis, User research, UX, User Experience
2018 - 2018
job
Head of UX and Design
Thomas Cook.
I was responsible for defining, owning and implementing the user experience & design strategy across online, app and retail customer touch points. I led and developed the UX and design strategy of the Thomas Cook platform, directing the team to envision and deliver the future digital user experience for Thomas Cook.
* Management of teams across global markets.
* I built engaging and innovative UX storylines to engage key senior stakeholders.
* Leading 'from the front' as an evangelist for the latest in front-end design trends.
* HTML and Sketch/Invison (Hands-on if required) prototyping and A / B testing.
* Leadership in SCRUM and KANBAN methodologies (within agile squads).
* Accountable for enforcing the digital brand guidelines. Policing of group websites and retail web experiences to ensure an aligned and consistent omni-channel customer experience.
* Groomed product backlogs and worked closely with offshore teams.
* Prototype & wireframe creation.
* Management of teams across global markets.
* I built engaging and innovative UX storylines to engage key senior stakeholders.
* Leading 'from the front' as an evangelist for the latest in front-end design trends.
* HTML and Sketch/Invison (Hands-on if required) prototyping and A / B testing.
* Leadership in SCRUM and KANBAN methodologies (within agile squads).
* Accountable for enforcing the digital brand guidelines. Policing of group websites and retail web experiences to ensure an aligned and consistent omni-channel customer experience.
* Groomed product backlogs and worked closely with offshore teams.
* Prototype & wireframe creation.
Retail, LED, Online, Design Strategy, Web, App, Testing, Offshore, Kanban, Leadership, Management, Design, Agile, Customer experience, Sketch, Prototyping, Websites, UX, HTML/CSS/Javascript, User Experience, Scrum, Html
2017 - 2018
job
UX and Product Manager
Vodafone Global.
I was the Design and Digital Lead for the Vodafone global intranet, supporting 140,000 users across 26 markets. My role was to lead local and offshore teams to create high quality assets, high fidelity wireframes and prototypes to support key strategic messages, whitepapers, and solution development:
* Line management of teams in 5 markets.
* I built engaging and innovative UX storylines to engage key senior stakeholders across 25 global markets.
* Very strong knowledge of the latest in front-end design trends.
* HTML and Sketch/Invison (Hands-on) prototyping and A / B testing.
* Leadership capabilities in SCRUM and KANBAN methodologies.
* Experience in grooming product backlogs and working closely with offshore teams.
* Assessment of the impact of new services in the clients IT portfolio landscape, making suggestions for improvement.
* Digital Storytelling - helping to drive knowledge, awareness and consensus in varied stakeholder communities,
* Line management of teams in 5 markets.
* I built engaging and innovative UX storylines to engage key senior stakeholders across 25 global markets.
* Very strong knowledge of the latest in front-end design trends.
* HTML and Sketch/Invison (Hands-on) prototyping and A / B testing.
* Leadership capabilities in SCRUM and KANBAN methodologies.
* Experience in grooming product backlogs and working closely with offshore teams.
* Assessment of the impact of new services in the clients IT portfolio landscape, making suggestions for improvement.
* Digital Storytelling - helping to drive knowledge, awareness and consensus in varied stakeholder communities,
Kanban, Manager, Assessment, Testing, Development, Offshore, Wireframes, Support, Product Manager, It, Design, Leadership, Management, Storytelling, Sketch, Prototyping, UX, HTML/CSS/Javascript, Scrum, Html
2016 - 2017
job
Head of UX
HCL Fintech Innovation Lab.
My role was to provide financial clients a capability to explore, in an entrepreneurial environment, emerging technologies and trends, and apply these to real business problems. This often took the form of design sprints/hackathons. Working in agile squads, our process allowed us to produce proof of concepts in weeks rather than months and then rapidly iterate to market ready products.
* Management of agile teams across global markets.
* Providing strategic UX direction at a project / product level.
* Working with tech leads to find innovative and rapid solutions.
* Driving proof of concept projects for voice control and blockchain projects.
* Hands-on with discovery and innovation work, such as contributing to white papers on the role of UX and design on voice applications.
* New proposition development, providing UX input to RFPs.
* First point of call in global business activity and direction relating to UX.
* Prototype & wireframe creation.
* Digital Storytelling - helping to drive knowledge, awareness and consensus in varied stakeholder communities, using data analysis and visualisation to support key strategic messages. My vast experience in video editing (especially After Effects) and managing video shoots enables me to create inspirational promotional material.
* Management of agile teams across global markets.
* Providing strategic UX direction at a project / product level.
* Working with tech leads to find innovative and rapid solutions.
* Driving proof of concept projects for voice control and blockchain projects.
* Hands-on with discovery and innovation work, such as contributing to white papers on the role of UX and design on voice applications.
* New proposition development, providing UX input to RFPs.
* First point of call in global business activity and direction relating to UX.
* Prototype & wireframe creation.
* Digital Storytelling - helping to drive knowledge, awareness and consensus in varied stakeholder communities, using data analysis and visualisation to support key strategic messages. My vast experience in video editing (especially After Effects) and managing video shoots enables me to create inspirational promotional material.
Design, Data Analysis, Video, UX, Innovation, Storytelling, Agile, Management, Block Chain, After Effects, Support, Development, Direction, ME
2015 - 2016
freelance
Lead UI/UX Consultant
Tata Consultancy Services.
I was the user experience and design lead for Legal & General on behalf of TCS. The objective of my role was to manage the UX and design process for market-leading insurance products. I managed a team of local and offshore resources to ensure we produced engaging, accessible and responsive products.
A key part of my role was to and work with the brand teams to produce a consistent UX and design strategy and associated guidelines.
* Creation of a UX strategy & roadmap for market-leading insurance products.
* Managed disparate products across the business.
* User experience and design lead using UCD principles in an agile environment.
* Technical consultancy and translation of requirements into technical specifications.
* Business analysis and evaluation of propositions.
* Statistical analysis and competitor insight to inform UX output.
* User research.
* Usability testing.
* Prototype & wireframe creation.
* Management of stakeholders - reporting at board level.
A key part of my role was to and work with the brand teams to produce a consistent UX and design strategy and associated guidelines.
* Creation of a UX strategy & roadmap for market-leading insurance products.
* Managed disparate products across the business.
* User experience and design lead using UCD principles in an agile environment.
* Technical consultancy and translation of requirements into technical specifications.
* Business analysis and evaluation of propositions.
* Statistical analysis and competitor insight to inform UX output.
* User research.
* Usability testing.
* Prototype & wireframe creation.
* Management of stakeholders - reporting at board level.
Usability, Responsive, Design Strategy, Usability & UX, Insurance, Testing, Offshore, Design process, Management, Design, Agile, UI, Research, Business Analysis, User research, UX, User Experience
2014 - 2015
freelance
Lead UI/UX Consultant
Royal Bank of Scotland.
I managed a significant new bank development for RBS. Starting with a blank slate, the objective of my role was to prepare a user experience strategy for a new banking brand. I was responsible for creating UX documentation & prototypes and managing the output of third party agencies. I spent a great deal of time reviewing internal products and competitors to provide insight into the market space. I managed a team to create a working group consisting of senior stakeholders across the bank in order to conduct in-depth research to identify pain points and needs for the challenging times ahead.
* Creation of a UX strategy & roadmap for a new bank product.
* User experience and design lead using UCD principles in an agile environment.
* Technical consultancy and translation of requirements into technical specifications.
* Business analysis and evaluation of propositions.
* Statistical analysis and competitor insight to inform UX output.
* User research.
* Usability testing.
* Prototype & wireframe creation.
* Management of stakeholders - reporting at board level.
* Recruitment of staff and third party agencies.
* Creation of a UX strategy & roadmap for a new bank product.
* User experience and design lead using UCD principles in an agile environment.
* Technical consultancy and translation of requirements into technical specifications.
* Business analysis and evaluation of propositions.
* Statistical analysis and competitor insight to inform UX output.
* User research.
* Usability testing.
* Prototype & wireframe creation.
* Management of stakeholders - reporting at board level.
* Recruitment of staff and third party agencies.
Design, User Experience, UX, User research, Business Analysis, Research, UI, Agile, Usability, Management, Banking, Recruitment, Development, Testing, Usability & UX
2013 - 2014
freelance
Lead UI/UX Consultant
PruHealth.
The objective of my role was to define the best in class experience and journeys for PruHealth customers. The core KPI was to improve customer conversion and retention. I was accountable for the management of user experience resources and directing external agency resource to achieve the project objectives, customer optimization and product performance targets.
* User experience and design lead using UCD principles in an agile environment.
* Technical consultancy and translation of requirements into technical specifications.
* Business analysis and evaluation of propositions.
* Statistical analysis and competitor insight to inform UX output.
* User research.
* Usability testing.
* Prototype & wireframe creation.
* Management of stakeholders - reporting at board level.
* User experience and design lead using UCD principles in an agile environment.
* Technical consultancy and translation of requirements into technical specifications.
* Business analysis and evaluation of propositions.
* Statistical analysis and competitor insight to inform UX output.
* User research.
* Usability testing.
* Prototype & wireframe creation.
* Management of stakeholders - reporting at board level.
Design, User Experience, UX, User research, Business Analysis, Research, UI, Agile, Usability, Management, KPI, Testing, Usability & UX, Retention
2012 - 2013
freelance
Freelance UI/UX Consultant
BBC, Haygarth, WhatUsersDo, Blue Hive.
* User experience and design consultancy.
* Technical consultancy and translation of requirements into technical specifications.
* Business analysis and evaluation of propositions.
* User research
* Usability testing
* Prototype & wireframe creation.
Achievements:
I created UX documentation for several project for Haygarth, a London based agency. These consisted of conducting stakeholder interviews and creating user stories, responsive wireframes and site maps for pitches and product development. The clients were Organic UK (Facebook competition), Kerry Foods (food products responsive UX) and Vichy Cosmetics (web site and animation UX).
I continue to work for WhatUsersDo on an ad-hoc basis, conducting usability studies. The studies involve watching screencasts and observing how well users complete their assigned tasks. Clients have included Virgin Atlantic and Dixons.
For Blue Hive, I created an interactive prototype (web, mobile & tablet) using Axure for a Ford social presence.
I have had a relationship with several BBC teams for several years. I conducted many stakeholder interviews across several product areas to aid in a funding application for a proposed BBC web product.
* Technical consultancy and translation of requirements into technical specifications.
* Business analysis and evaluation of propositions.
* User research
* Usability testing
* Prototype & wireframe creation.
Achievements:
I created UX documentation for several project for Haygarth, a London based agency. These consisted of conducting stakeholder interviews and creating user stories, responsive wireframes and site maps for pitches and product development. The clients were Organic UK (Facebook competition), Kerry Foods (food products responsive UX) and Vichy Cosmetics (web site and animation UX).
I continue to work for WhatUsersDo on an ad-hoc basis, conducting usability studies. The studies involve watching screencasts and observing how well users complete their assigned tasks. Clients have included Virgin Atlantic and Dixons.
For Blue Hive, I created an interactive prototype (web, mobile & tablet) using Axure for a Ford social presence.
I have had a relationship with several BBC teams for several years. I conducted many stakeholder interviews across several product areas to aid in a funding application for a proposed BBC web product.
Usability, Social, Responsive, Hive, Usability & UX, Web, Testing, Development, Wireframes, User stories, Design, UI, Facebook, Research, Business Analysis, Product development, Animation, User research, UX, User Experience
2011 - 2012
job
Creative Product Manager
BBC Writers Room.
The BBC writersroom is a unique project dedicated to finding and developing Britain's best scriptwriting talent. They needed a brand new website to showcase the project and reflect their creativity and the importance of great storytelling.
Alongside their editorial team I evaluated their existing offerings and undertook an extensive user experience and rebranding review. Working to tight timescales and even tighter budgets I managed the design, build and populated the brand new writersroom site with fresh branding, bespoke photography and wealth of cost-effective but great looking video content. They were very happy with the results and I'm pretty proud of it too.
The key to the success of the project was being able to work closely with the writersroom team to really understand their audience.
* Business analysis and evaluation of proposition.
* Production of information architecture and user experience documentation.
* Full-stack LAMP development.
* Recruited and managed a design team to perform a complete product rebrand.
* Production management and filming of video content
* Prototype & wireframe creation.
* Management of the project deliverables through the BBC delivery pipeline process.
* Ensured the design and build met with relevant standards and guidelines.
Alongside their editorial team I evaluated their existing offerings and undertook an extensive user experience and rebranding review. Working to tight timescales and even tighter budgets I managed the design, build and populated the brand new writersroom site with fresh branding, bespoke photography and wealth of cost-effective but great looking video content. They were very happy with the results and I'm pretty proud of it too.
The key to the success of the project was being able to work closely with the writersroom team to really understand their audience.
* Business analysis and evaluation of proposition.
* Production of information architecture and user experience documentation.
* Full-stack LAMP development.
* Recruited and managed a design team to perform a complete product rebrand.
* Production management and filming of video content
* Prototype & wireframe creation.
* Management of the project deliverables through the BBC delivery pipeline process.
* Ensured the design and build met with relevant standards and guidelines.
Management, Manager, Information Architecture, Production, Creativity, Development, Architecture, Product Manager, It, Website, Design, Content, Photography, Storytelling, Business Analysis, Video content, Video, User Experience, Branding
2010 - 2011
job
Creative Product Manager
BBC Careers.
Reporting to the BBC Careers board, I was responsible for the redevelopment and redesign of the BBC Careers portal from concept to completion. The site was a high profile project with unusually high-level stakeholder interest as the site had a wide and diverse audience with two million unique users per month. Security and compliance requirements were very strict due to the nature of the project. Working with a their editorial team we evaluated their existing offerings and undertook an extensive user experience and rebranding review.
I took a huge number of stakeholders who all wanted different things and started by getting them all pulling in the same direction. By embedding with the BBC's HR department and applying all my creative and technical skills I realised a brand new platform that showcases the BBC as a recruitment brand and a fantastic place to work.
I was responsible for:
* Business analysis and evaluation of proposition.
* Creation of user experience and information architecture documentation for the project.
* Recruited and managed a design team to perform a complete product rebranding exercise.
* Management of the project deliverables through the BBC delivery pipeline process.
* Ensured the design and build met with relevant standards and guidelines.
* Production management and filming of video content
I took a huge number of stakeholders who all wanted different things and started by getting them all pulling in the same direction. By embedding with the BBC's HR department and applying all my creative and technical skills I realised a brand new platform that showcases the BBC as a recruitment brand and a fantastic place to work.
I was responsible for:
* Business analysis and evaluation of proposition.
* Creation of user experience and information architecture documentation for the project.
* Recruited and managed a design team to perform a complete product rebranding exercise.
* Management of the project deliverables through the BBC delivery pipeline process.
* Ensured the design and build met with relevant standards and guidelines.
* Production management and filming of video content
Product Manager, Manager, Portal, Direction, Information Architecture, Redesign, Production, Recruitment, Architecture, Design, Security, Compliance, Management, Content, Business Analysis, Video content, Video, User Experience
2009 - 2010
freelance
Creative Product Manager (Creative Consultant & Technical Project Manager)
BBC Future Media and Technology.
Reporting directly to the head of output and delivery for Future Media & Technology, I was responsible for planning & specification creation, adherence to BBC standards & guidelines, third party agency communication, usability, testing, SEO and was often responsible for site launches.
I was responsible for:
* User experience and design consultancy.
* Technical consultancy and translation of requirements into technical specifications.
* Day to day management of diverse teams and multiple projects - development and design.
* Management of 3rd party suppliers.
* Planning and build of standard-setting multimedia sites and games.
* Business analysis and evaluation of propositions.
I was responsible for:
* User experience and design consultancy.
* Technical consultancy and translation of requirements into technical specifications.
* Day to day management of diverse teams and multiple projects - development and design.
* Management of 3rd party suppliers.
* Planning and build of standard-setting multimedia sites and games.
* Business analysis and evaluation of propositions.
Seo, Design, User Experience, Business Analysis, Usability, Project Manager, Management, Creative consultant, Technology, Product Manager, Development, Testing, Usability & UX, Manager
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