EXPERIENCE
Head of Scaling Programs, Technical Programs & Production
Unity Technologies
- Led a team of internal technical producers. Programs & bodies of work included:
- Unity Engine (mostly confidential/NDA protected projects)
- Internal productions
- Scaling planning and delivery programs for entire organization (1200 employees)
- Leadership operations (OKR setting, strategy planning, budgeting, asset planning, delivery and
execution)
- Extensive collaboration and influencing with Director/VP/SVP level leadership to ensure critical
deadlines were met and blockers to execution were managed effectively
APRIL 2022 - PRESENT
REMOTE, UK
Head of Research and Industry Intelligence (Research Science)
- Built customer/user research function from scratch, hiring 8 research scientists in 6 months
- Studied and implemented core research methodologies into the team, including leading and running several critical research projects that resulted in product roadmap creation and directional change on
several core products for game development and operations
- Built and supported research operations, including research recruitment, research project
management, OKRs, research workflows and more
- Shipped 16 game development research projects in 6 months, impacting product roadmaps and
product development, future product consideration (from games industry/market intelligence) and
business strategy
- Evangelizing and advocating the research success stories to leadership and key stakeholders to drive a
research & data-led culture, always putting the user first and central in the story
- Stood up collaborations with Academic Research Science labs inside Unity to collaborate with
universities on critical research impacting the future of gaming
JUNE 2021 - APRIL 2022
REMOTE, UK
Gaming Services, Head of Success
- Led, managed and grew a global team (US, EMEA, APAC) of external-facing producers/program
managers from 8 to 20 people over 2 years
- Supported the launches of numerous AAA, AA and indie games globally
- Developed complex organisational structures necessary to expand the team and support the needs of
users and the business
- Built and implemented production processes, tooling and training to constantly improve execution,
efficiency and knowledge within the team
JANUARY 2019 - JUNE 2021
SOUTHAMPTON, UK
Vice President, Global Head of Customer Success and Support
GlobalWebIndex
- Regularly reviewing and analysing research and supporting the team in articulating and evangelising
the research findings to broad audiences across a multitude of research and non-research functions
- Responsible for growing the global team for both Customer Success and Support globally for gaming and other verticals, across
international offices
- Mapping out process from scratch, introducing new teams to an existing business model, ensuring
high levels of success amongst my teams as well as collaborating and contributing to overall business
success
- Achieved and maintained market-leading NPS and satisfaction scores and market-leading retention
and growth metrics (98% retention, 99% YoY growth)
- Introduced multiple new systems, as well as adapting existing systems to ensure team and wider
business had the tools to succeed
- Wrote multiple “Playbooks” to guide the team and wider business on key approaches for both
Customer Success and Customer Support
SEPTEMBER 2016 - JANUARY 2019
LONDON, UK
Customer Success Manager
Huddle
JUNE 2015 - SEPTEMBER 2016
LONDON, UK
Client Director (SME)
Telefonica O2 UK
DECEMBER 2013 - MARCH 2015
LONDON, UK
Account Development Manager (Enterprise Large Sales)
Vodafone UK
NOVEMBER 2012 - DECEMBER 2013
LONDON, UK