O2
Interim Engagement - responsible for all of O2’s digital experiences: website, eCommerce store, iOS, Android and Windows Phone apps.
Restructured and led the O2 Digital Customer Experience function comprising User Experience, User Interface, Design, Content and Analytics & Optimisation teams.
Won Website of the Year in 2014 and 2015
eCommerce Store Redesign – Led a cross-functional team of over 60 plus external agency resources.
Designed and delivered a complete redesign of the O2 eCommerce Store including an omni-channel click & collect shopping experience
The store redesign delivered a conversion uplift of 11%
Continuous Revenue Optimisation – Founded and led a highly successful CRO programme focused on conversion within O2’s eCommerce journeys.
Led a team blending internal and external resources to deliver A/B and MVT tests via Adobe Target
Ran a series of ideation sessions which delivered a pipeline of over 250 tests
The CRO programme delivered a conversion uplift of 20%
O2 Life – Led a project to define a vision for O2’s digital future.
Focused on creating a single digital touch point for all of a customer’s relationships with O2
Combined personalisation and O2’s new Internet of Things propositions: O2 Home and O2 Car to deliver a completely unique and relevant customer experience
Organisational Design – A key part of my remit was to develop the Creative Team. I restructured the team and recruited new talent to create a stronger and more focused function, resulting in a significant uplift in staff satisfaction and internal feedback.
The Future Of My O2
O2 Life was a vision for the future of My O2 and for O2’s digital engagement with it’s customers.
Leveraging personalisation plus Internet of Things services O2 Home and O2 Drive My O2 would become and integral part of customers lives.
