Product Manager · London
Digital products, enterprise to startup, where a person meets a system that has to answer them.
Case studies
Each one began somewhere nobody had looked. A journey measured end to end, a question counted for the first time, the same job priced twice by two people working blind.
01 · Reframed · 2025–26
Insurance customers refused at the last step of a ten step request. They now meet that rule at the second step.
26%→<2%
02 · Self initiated · 2026
Twenty two people rebuilt the same record by hand because no single system owned it. One system owns it now.
16h→9h
03 · Zero to one · 2021–22
A customer sends photographs and receives a price. That price no longer depends on which assessor picked up the job.
38%→12%
Practice
The domain changes and the tooling changes. What does not is the distance between noticing something and being trusted with the answer.
Diagnose
What reaches me is a symptom, described by whoever noticed it. I take it apart until I reach the mechanism producing it, and validate that before a solution is scoped.
Instrument
The data that would settle an argument usually does not exist, because nobody owns the question. So I create it, and size it so the result survives the obvious objection.
Align
No team reprioritises because my work matters to me. I show what the dependency is worth and what it displaces, in the measures they are judged on.
Qualify
Every result carries whatever else was happening at the time. I say which of that I ruled out and which I could not, and where the number stops being evidence.
About
Eight years in digital products, the first of them as an engineer. I have taken a product from nothing to live, found work nobody had asked for and got it onto a roadmap, and rebuilt customer journeys that were losing people. Enterprise platforms in regulated financial services, and one startup build where I was the only product manager.
I follow the quiet signals, because people do not report problems they believe are simply the job. A question that keeps being asked, or a step in a journey where everybody goes silent. I will not put a number in front of anyone if I cannot show how I arrived at it, and I would rather say I did not measure something than imply that I did.
Contact
About what's missing here. I've stripped out client names, internal system names and anything market specific, on purpose. The problems, the decisions and the numbers are all exactly as they happened, and I'm happy to go into the specifics in a conversation.