In mid-2019, I recognized the need for Design Ops within our 80-person Experience Design team and successfully pitched the concept to the business. I transitioned from my role as Design Principal for Investments to Head of Design Ops later that year. I prioritized and implemented processes to streamline work and remove barriers, enhancing team productivity. By early 2020, following a company restructure, I established and expanded the Insight & Design Ops team from 2 to 8 members.

I developed strategic work streams, introduced a Design Language Community of Practice, and undertook key projects such as a UX apprenticeship scheme and capability mapping. Continuous improvements and data-first reporting were integral to our strategy by early 2021, fostering consistent processes and design thinking methodologies across the team.