Summary

Martin leads teams to design, launch and improve products and services that deliver great user experiences. He has 12 years of experience in complex multi-channel environments for both the public and private sectors, meeting needs customer, citizens, and colleagues. A champion for the use of human centred design and multi-disciplinary teams. A highly organised critical thinker with excellent attention to detail. His mission is to empower and inspire passionate people, so they can make successful and sustainable contributions to society.

His niche is to combine the creative possibilities of Service Design with the rigour of Business Analysis to provide comprehensive end-to-end business design for products and services.

His mission is to empower and inspire passionate people, so they can make successful and sustainable contributions to society.

Recent Roles

Lead Service Designer (2023 - Present)

@ Justice Digital: Digital Transformation at the Ministry of Justice, part of the UK Government.

Leading service design for digital prison services.

Lead Service Development & Improvement Manager (2022)

@ Changeworks: A leading energy efficiency charity delivering solutions to decarbonise homes.

New service development, design operations, customer journey management and service catalogue.

Lead Service Design & Business Analysis Manager (2019-2022)

@ BT Group: One of the world’s leading communications services companies.

Service design, business analysis & customer journey management for small business customers (BT and EE).

Want to know more? Contact me for my most recent CV.

What People Are Saying

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“He always provides helpful guidance to drive projects forwards. Sometimes it’s help reframing a problem, sometimes it’s advice on connecting with a member of the wider team. The team spirit is excellent.”

— Tristan Comley, Service Designer, BT

“Martin challenges the status quo, when things aren’t right or could be improved.”

— Amy Garett-Payne, Senior Programme Manager, BT

“Martin is an exceptional team leader, who always puts the needs of his team first, and is always concerned for their general well being as well as being an excellent coach and always makes himself available to provide guidance.”

— Colin Parfitt, Business Analyst, BT

“[I appreciate] your ability to strike that difficult transformational balance of being operationally rigorous and thorough whilst remaining flexible and pragmatic to solve unexpected challenges. Your steadfast support and direction to your team who have been vocal in their appreciation of your leadership. Your growth mindset, constant curiosity of the design field and beyond, and your commitment to your personal growth.”

— Mia Walczak, Experience Design Principal, BT

“Nothing is too much trouble and he always gets back to you asap, even if he doesn’t know the answer he points you in the right direction…always a team player.”

— Sarah Laugeard, Senior Manager, BT

Products and services I’ve worked on

  • BT Unbreakable Wi-Fi

    BT Unbreakable Wi-Fi

    Lead Service Designer for BT Business unbreakable wi-fi, a mesh wi-fi solution to extend your network throughout your premises.

  • EE and BT Best of Both

    EE and BT Best of Both

    Lead Service Designer for the BT & EE “Best of Both” promotion, including design roadmap to a simplified single sales journey for both services.

  • BT Hybrid Speed Boost

    BT Hybrid Speed Boost

    Lead Service Designer for BT Business Hybrid Boost, combining the power of BT’s fixed line broadband service and EE’s mobile network to give you an unbreakable connection.

  • Changeworks Energy Confident Tenants

    Changeworks Energy Confident Tenants

    Leading the creation of a service to support new tenants in social housing with energy usage, using co-creation with tenants and other stakeholders.

  • BT Sport

    BT Sport

    Product owner for contact routing and sales call management at the launch of the BT Sport TV channel, including creation of an automated IVR-based sales journey.

  • A website login screen for HMPPS Digital Services

    Digital Prison Services

    Lead Service Designer for Digital Prison Services. A modern set of over 100 microservices, replacing legacy technology with new user-centred designs.

Board Positions

Director (2020-Present)

Advising and leading initiatives to develop social, cultural, and economic opportunities for the local area. Staff recruitment, organisational development, governance, and business development.

Trustee & Operations Manager (2014-2017)

HR, IT, project management and facilities. Organisational capability development to support staff, volunteer and revenue growth. Project Leadership.

Qualifications

Master of Arts (Hons), Divinity

The University of Edinburgh

Professional Graduate Diploma in Education (PGDE)

University of Strathclyde

Training, Tools & Methods

Lean Six Sigma Black Belt; Lean Six Sigma for Innovation and Design; BPMN V2.0 Process Notation; PRINCE2; Agile Scrum

Microsoft Office, Jira, Confluence, Trello, Miro, Mural, UXPressia, Smaply, Figma

Research, persona, design thinking, facilitation, prototyping, customer journey maps, stakeholder maps, service blueprints, scenarios, user requirements, acceptance criteria, process analysis, FMEA, KPI, CTQ, Kano, OKR, Agile, Kanban, Scrum, Lean, Six Sigma, SIPOC … and many more!

Achievements

BT Star of the Year for reducing high-bandwidth network product installation lead-time from 180 to 38 days using process redesign.

Led £1M transformation programme to deliver new online fault repair tools, realising 3-year savings of £4.4M.

BT Talent Pool member.