Digital customer experience transformation
The brief: Transform the Photobox and Hofmann digital customer experience and create a leading digital product organisation through world-class experience design, product delivery across all customer touch points.
Responsibilities: Mel was part of senior executive team and responsible for Product Management, Experience Design (UX, UI, User Research & Design Operations) and Programme Management across Photobox and Hofmann brands. Managing a team of 45+ based in London, Paris and Valencia, working with an additional 120 people in technology as well as commercial & manufacturing teams delivering customer value across 13 European markets and Rest of World.
Business OKR strategy with measurable performance uplift
Product strategy for all existing and new platforms
Aligned to new technology react framework and data-driven architecture plan.
Reimagine the customer experience from end to end
Metrics driven UX journeys
Redesign all templates
Product design system for scale
VISUAL BRAND COMMS
Redefine role of photography in brand communications
Real life - commissioning framework with customer and staff user generated content
Rebuild product organisation
Talent plans & hiring strategy
Create new user research & design operation functions
Training and development programmes in association with HyperIsland
Grow to team of 45