Experienced Lead Product Designer with 13+ years in B2C. Currently managing and mentoring a small team of designers within the customer loyalty space at Just Eat.

As a design leader in the loyalty space, I mentor and guide a small team of mid-to-senior designers while overseeing and contributing to design across multiple platforms and touchpoints. Collaborating closely with diverse stakeholders, I ensure loyalty mechanisms integrate seamlessly across the entire customer-facing product. Given loyalty’s broad impact, strong communication is key to driving design excellence.

Professional Background

Early Career and Foundation

Born and raised in the valleys of South Wales, UK, my professional journey began at a full-service design studio in Abergavenny. It was there that I discovered my passion for designing digital applications and web solutions.

Transition to Bristol and Agency Experience

In 2013, I married my wonderful wife, Savi, and we moved to the vibrant city of Bristol, where we lived for eight years. During this time, I gained extensive experience in digital design, working with top agencies such as Dare and Somo with clients such as Audi e-tron, Barclays Life Skills, and Dewar’s. My time at Somo was particularly transformative, as it was there that I recognised my potential within the UX design field.

Joining Just Eat Takeaway

In the summer of 2015, I achieved a significant career milestone by joining the online food ordering giant Just Eat Takeaway as a UX Designer in their product research department. Here, I honed my skills by conducting internal and external discovery research sessions with customers and stakeholders, practicing design thinking methodologies, applying the Jobs to be Done framework, and facilitating workshops for key business stakeholders.

Role Evolution and Impact

In 2018, I transitioned from the research team to the core customer-facing design team. In this role, I spearheaded design efforts for key strategic initiatives, including dine-in, dish search, and a complete revision of the checkout process. These projects significantly enhanced the customer experience and drove substantial business impact.

2024/25 Customer Loyalty Team and Leadership

Recently, I joined a newly formed Loyalty team focused on addressing challenges such as declining customer retention and increasing order frequency among our stable customer base. In this role, I’ve concentrated on large-scale strategic business initiatives, including leading the UX for a groundbreaking partnership with Amazon Prime. This initiative offers Just Eat Takeaway customers unlimited free delivery with a Prime subscription, achieving 700,000 activations and 2 million orders within just five months.

Beyond this, I’m enhancing discovery processes across customer value streams, managing a small team of designers within the Loyalty space, and mentoring other UX designers across the organization. This role allows me to combine my passion for design with my extensive experience to deliver innovative solutions and drive strategic growth for Just Eat Takeaway.

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