Claire Elizabeth White

Lead User Experience Designer

Summary
Accomplished and business-savvy professional with substantial experience managing all stages of UX research and
design as well as delivering digital solutions for clients across a variety of business sectors.
Skilled in developing and delivering UX strategy across multiple products to ensure delivery of extraordinary value
for customers. Ability to carry out an assessment of existing products and identify areas for improvement.
Instrumental in development of new ideas and technologies with delivering practical solutions to real-world problems.
Expert in creating elegant and intuitive user experiences by incorporating user insights, business requirements, and
technical constraints. Capacity to establish a customer centric culture that leverages observational insight into daily
activities. Capability to deftly manage cross-team dynamics and internal stakeholder relationships to prioritise high-
impact research projects.

Technical Proficiencies
Soft skills: Stakeholder management, Product management, Project management, Mentoring, Training, Team &
project leadership
Software: Axure, Just in Mind, Sketch, Invision, MS Office, Adobe Creative Suite, Oracle CX suite
Technical Skills: Content management systems, HTML, CSS
Processes: Personas, Usability testing, Guerilla testing, Focus groups, Contextual inquiry, Eye tracking, User
journey maps, Process flows, Sketches, Wireframes, Rapid prototyping, Content inventories, Sitemaps, Taxonomy,
Card sorting, Tree testing, A/B Testing, MVT Testing, Clickstream analysis, Functional specifications, Scenarios,
Business process engineering, User story mapping, Heuristic evaluations, Competitor analysis

Career Experience

Exscientia 08/2021 – Present

Associate Director, Product Design

Recruiting, building and scaling a high-performing Product Design team of 5 to deliver projects resulting in
significant business outcomes.

• Embedding a culture from scratch across Tech & Discovery Science pillars of rapid, user-centric innovation
through training and workshop facilitation;
• Building and maintaining partnerships across the organization;
• Ensuring clear communication of direction, priorities, and timelines between my team and the wider
business;
• Identifying opportunities in the market through market research and information gathering;
• Managing all user research and sharing of user insights;
• Leading initiative to capture user satisfaction ratings and usage metrics using G4 and Google’s Heart
Framework across internal applications.

Quest Software 08/2018 – Present

User Experience Lead

Lead, guide, and train a team of UX Designers and Content writers. Extend the existing portfolio of products for
the business by redesigning an enterprise on premise B2B Identity Access Management (IDM) solution which acts
as a proxy to native Microsoft Active Directory through utilisation of responsive web design techniques and
Google's material design framework.

• Awarded Quest “Core values award” for Commitment to team success within 6 months of joining the
company.
• Delivered a responsive user interface to enable companies (who upgraded to the new version of a self-
service password management solution) to allow employees to unlock their accounts and reset their
passwords on mobile devices rather than on a desktop application.

Page 1|3
 • Increased engagement in User centred design processes among business stakeholders and end users by
running Usability testing programmes at a bi-annual conference. 96% of 53 participants said they would
like to participate again.

Kingfisher 04/2017 – 07/2018

User Experience Lead

Led a team of UX consultants to enhance operational efficiency. Defined processes for usability testing and
interaction design (global component libraries and templates) and processes for a suite of digital products that
used by store staff across the group.

• Performed different processes using existing software applications in the store to deliver a set of customer
journey maps detailing store staff experience. The journey maps were adopted as a template by other
Operating companies across the group. Commissioned to conduct another round of research for another
operating company.
• Spearheaded a complete comprehensive user testing programme to elicit feedback from end users on a
redesign of the EPOS systems in store.
• Delivered a design system that used across multiple digital transformation projects for enterprise software
applications in the group.

B&Q 01/2013 – 12/2016

User Experience Designer

Performed as UX lead and managed all operations associated with user experience. Defined solutions for multi
variant tests (MVTs) as well as prioritised the backlog and reporting on test performance to board level
stakeholders.

• Increased conversion across Omnichannel estate by developing solutions for new features through
sketches, low and high-fidelity responsive, and adaptive wireframes and prototypes.
• Ensured the successful delivery of optimisation projects and deliverables while collaborating with key
stakeholders.
• Improved business efficiency by creating effective and targeted design solutions.
• Identified multiple opportunities to enhance conversion in the purchase journeys on diy.com by analysing
usage data and metrics.
• Replaced the delivery CTAs with radio buttons on the Basket page that maximised the purchase
conversion by +2.69% and added potential increase of +£175,949* in monthly revenue.

Heath Wallace 01/2011 – 08/2012

User Experience Designer

Performed as UX lead on solution definition for a data visualisation tool for Grant Thornton to display data from
annual reports. Created low and high-fidelity wireframes and flows to develop customer journeys for a global
internet banking proposition for HSBC.

• Utilised card sorting, tree testing, and eye tracking to refine site architecture for Marks and Spencer's new
financial propositions (M&S Money).
• Led requirements catalogue, content inventory, and end-to-end user experience for relaunch of Dubai
Bank desktop and mobile site.
• Redesigned information architecture and site templates that improved brand reputation and community
collaboration on RBS.com m.dot website.

Additional Experience
User Experience Designer (Contract) at Teachers' Assurance, 10/2012 – 12/2012
Associate Information Architect, 04/2008 – 02/2011 | Web Business Analyst, 04/2008 – 04/2009 | Product Owner,
04/2008 – 04/2009 | E-learning Editor, 11/2006 – 04/2008 at Capita
Web Editor at Macmillan Publishing, 11/2004 – 10/2006
Primary School Teacher at Hampshire County Council, 09/2002 – 10/2004

Page 2|3
Education & Certification
ISEB Certificate in Requirements Engineering for Business Analysis
Assist Knowledge and Training, 2009
Certified SCRUM Product Owner
Skills Matter, 2008
Master of Arts: Applied Linguistics
Southampton University, England
Bachelor of Arts: English and ICT with Qualified Teacher Status
Bath Spa University College, England

Page 3|3