Hi, I'm Jack

An experienced product manager, self-taught programmer and startup founder with over 7 years' experience building products people love.

Here's what I can bring to your team

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Customer Interviewing

And when it was asked who in the product organisation (made up of 200 colleagues) had spoken to a customer in the last 3 months, only members of the research team stood up.

I am a strong advocate for, and highly skilled in identifying customer opportunities through research. I have both campaigned and led the adoption of customer interviewing as a key methodology at an organisational wide level. I was the first product manager at Tesco to adopt weekly interviews as part of my workflow, and subseqently used this methodology to create Tesco's first Repeat Shopping strategy. This generated over £100m incremental revenue since its creation. By the time I left Tesco, customer interviewing was widely adopted, with over 40 customer interviews being conducted per week just on my product alone.

Some of the things I have accomplished:

First PM to set up a weekly customer interview cycle at Tesco

Identified 35 key opportunity areas to drive business outcomes through 3 times weekly customer interviewing

Worked with design leadership and procurement teams to ensure every PM joining the organisation would have the ability to conduct interviews through UserTesting.com

Partnered with UX Research to create the first beginners guide to interviewing. This included how to write an efffective research plan, how to seperate what someone says from what they do, and how to ask effective follow up questions

Helped an engineer run their first customer interview. While largely symbolic, this was an important first step in getting engineering teams closer to the customers they help serve. This is something I continue to advocate for to this day

Where you'll see me adding value:

Educating others on how to apply interview techniques to generate actionable insights

Encouraging others to adopt a continuous interview mindset, particularly in historically unengaged areas such as Engineeering and Analytics

Building a community of highly engaged customers that your organisation can partner with

Building a strong relationship with research teams that respects the value of their work while empowering teams to be self-sufficient

By bringing my experience in:

Writing effective research plans

Sourcing customers for research

Building stakeholder buy-in for research best practices

With extensive knowledge of:

Having worked with these extremely talented folks:

My achievements in this field would not have been possible without the guidance and knowledge of incredible colleagues. If you're looking to work with other strong product people, I can't recommend these folks enough.

Maria Frebel (UX Research)

I was lucky enough to work with Maria when we both took part in Teresa Torres' Continuous Discovery training. Maria was a critical ally in encouraging the adoption of research practices outside of the research team. She was also instrumental in helping me become a better researcher.

A/B Testing

Prototyping

Through a value led approach to product management

Learn what drives and inspires me

Before you go.