Tesco PLC

Overview

As Lead Product Designer in the Loyalty and support team at Tesco PLC, I mentored junior team members across UX and UI. Worked cross functionally with business partners, stakeholders, PMs, dev teams and CSMs.

Led the introduction of AI in the Customer Service area as well as the integration, optimisation and migration of legacy software into a unified platform.

Enterprise SaaS Redesign

(Customer Engagement Centre)

Leading the integration and optimisation of legacy software used by the CSMs into a unified system to help serve the more than 22 million Clubcard customers.

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AI-Powered Call Summarisation Tool

AI-powered call summarisation tool that cut agent call logging time by 66% and achieved 95% accuracy, streamlining customer support at Tesco.

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New business proposition

Supporting the returns and refund process for both the app and web platforms of a new business proposition. (Waiting for release)

Under Construction

Online manual refunds

(Customer Engagement Centre)

At Tesco’s Customer Engagement Centre (CEC), agents processed manual refunds across multiple systems, making the task slow and error-prone. I designed and optimised a solution that integrated refunds into OneCEC, streamlining the process and reducing agent effort.